Operations Manager Rms

JOHNSON HOSPITALITY GROUP•San Jose, CA

12d•$80,000 - $85,000•Onsite

About The Position

The Operations Manager assists the General Manager across hotel departments to generate profit, meet or exceed budget expectations, and maintain operational and guest-service standards. The role directly supervises Front Office, Housekeeping, and Engineering, ensuring brand standards, operational efficiency, and adequate staffing. The position is based at Residence Inn Fairfield San Jose North Silicon Valley in San Jose, California, with a listed salary range of $80,000 to $85,000.

Requirements

Must be able to lift, push, and pull at least 50 pounds.
The role may frequently involve bending, lifting, carrying, twisting, pushing, pulling, reaching, and kneeling, as well as prolonged standing and/or walking.

Responsibilities

Hire, train, counsel, and motivate departmental teams.
Develop departmental schedules to ensure adequate staffing within budget guidelines.
Assist with department forecasts; process accounts receivable and monitor department budgets.
Review daily reports and respond to findings.
Ensure guest special requests are fulfilled and guest services are delivered as directed by the General Manager.
Monitor guest-charge posting to minimize lost revenue and monitor room availability to maximize room revenue.
Update system availability in response to cancellations and changes to arrivals and departures.
Maintain an effective cash-control system and ensure credit-card and check-cashing policies are followed.
Oversee hotel GSS scores and prepare improvement action plans with departmental leaders.
Support employee morale and a customer-service-focused culture, including attentiveness to anticipated guest needs.
Ensure departments comply with required training.
Oversee the Engineering team's preventative-maintenance program.
Regularly attend and actively oversee breakfast service.
Conduct frequent inspections of housekeeping, food and beverage, maintenance, and front office for cleanliness, sanitation, safety, and brand-standard compliance.
Manage brand and online travel agency messaging platforms.
Educate department heads on emergency procedures and ensure employees are trained in those procedures.
Use the L.E.A.R.N. model for guest recovery incidents: Listen, Empathize, Apologize, React, Notify.
Maintain a friendly and welcoming demeanor with guests.
Establish effective departmental communication through Quore, departmental meetings, coaching, and counseling.
Create employee-engagement activities and recognition for outstanding efforts.
Develop and maintain hotel programs to meet Quality Assurance Program criteria.
Take a leadership role in human-resources functions, including coaching, counseling, discipline, training, employee relations, safety, workers' compensation, and recruiting.
Participate in the Manager on Duty program; regular weekend work is required.
Carry out reasonable management requests the employee is capable of performing.