Operations Manager
About The Position
The Operations Manager supports the successful execution of hotel operations, which may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance, while managing staff. The role focuses on continually improving guest and employee satisfaction, maximizing departmental financial performance, ensuring standards and procedures are followed, and leading a team in meeting or exceeding property goals. The position supports operations teams and property functions by communicating goals and results, addressing guest and employee feedback, helping the team meet expectations, and assisting with scheduling. It also helps manage profitability, monitors activities that affect the guest experience, and conducts human resources activities such as interviewing, hiring support, and new team member orientations.
Requirements
- High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 2 years of experience in one of those areas.
Responsibilities
- Translate goals related to guest tracking and productivity to the team.
- Understand employee and guest satisfaction results, and communicate plans to address areas of need and build on strengths.
- Help ensure the team has the capabilities to meet expectations.
- Lead by example with self-confidence, energy, and enthusiasm.
- Help employees understand and exceed guests’ changing needs and expectations.
- Follow the property-specific second-effort and recovery plan.
- Publish guest satisfaction results in a timely manner, including satisfaction forms, comment cards, and guest letters.
- Take proactive approaches to employee concerns and treat employees with professionalism and courtesy.
- Communicate and update employees on goals and results.
- Meet individually with staff on a one-to-one basis semiannually.
- Help teach the team to schedule against guest and hours/occupied-room goals.
- Perform hourly job functions as needed.
- Be readily available and approachable to provide excellent customer service to guests.
- Take proactive approaches to guest concerns and treat guests with professionalism and courtesy.
- Respond promptly to customer service department requests.
- Ensure team members meet or exceed hospitality requirements.
- Assist with the required annual Quality audit with the GM and RD.
- Ensure a viable key control program is in place.
- Understand financial statements, sales and activity reports, and other performance data.
- Interview candidates and assist with hiring decisions.
- Receive hiring recommendations from team supervisors.
- Ensure new team member orientations are thorough and completed promptly.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
