Operations Manager

Twenty Four Seven Hotels•Laguna Hills, CA

11h

About The Position

SUMMARY: Plan and manage the room and related area’s operations of the hotel to achieve customer (guests, associates, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Tasks, Duties, and Responsibilities: Responsible for short and long term planning and day to day operations in F&B, BOH and FOH Assist in managing aspects of the P & L by controlling costs and achieving budgeted POR’s · Reviews departmental costs and budgeted expenditures using “checkbook” accounting. Manager Accounts Payable process Lead hotel team in absence of General Manager Monitors labor productivity Will interview, hire, discipline, terminate department associates Assist department managers with discipline and termination of hourly associates Perform other duties as assigned, of which the employee is capable Will create weekly department schedules, as needed Will keep all monthly and quarterly reports updated and complete Dress professionally and appropriately while on the hotel property – always wearing a nametag Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the employee handbook Responsible to instill company culture within the hotel and create a positive impact in the guest and associate experience Will ensure proper training of all associates Communicate with all salaried managers on a weekly basis to ensure proper communication and consistency throughout the hotel. Hold individual and team meetings weekly Ensure compliance with company and franchise partner’s programs and initiatives Provides the proper work environment to facilitate open communication and effective teamwork Ensures associates have tools and resources to do the job and help them reach their full potential Motivates associates to achieve desired results and ensures that proper rewards are in place for outstanding performance Assist in developing sales driven culture throughout all hotel departments Maintain the property in first class condition; protect, secure and enhance the assets as appropriate Utilize the resources, information and tools offered to check for standard compliance Ensure compliance in QA audits exceed brand standards Inspects hotel premises to ensure hotel is pristine for guest enjoyment Will daily inspect five guest rooms for cleanliness and maintenance issues Focuses on sense of arrival, managing the public space and curb appeal Ensures sight, smell, sound and cleanliness is top of mind with hotel team Inspects food and beverage outlets for quality, organization and cleanliness Maintain inventory count, provide ordering of F&B, BOH and FOH as needed to align with budget Attend weekly/bi-weekly revenue management meetings Verify nightly import and reporting is accurate (i.e. Daily Audit) Manage revenue impacting office paper-flow, faxes, mail, etc Ensure all reservations are processed efficiently and accurately and that all flagged reservations are corrected daily Maintain an effective flow of communication from the reservations outlet to all departments pertaining to Provide budget/forecast updates to weekly operational and sales meetings Review rooming lists for accuracy in format and billing and ensure prompt processing Monitor group cut off dates and room blocks Review group resumes ensuring accuracy as stated Train guest service agents on proper reservation procedures and guest satisfaction Remain in compliance with local, state and federal laws and regulations. Ensure enforcement and communicate hotel security policies and procedures (including emergency procedures). Practice safety standards in accordance with company policy at all times · Participate in emergency response team activities including fire drills, alarm tests and emergency response practice sessions as directed by hotel management. Keep work area neat and organized. Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the associate handbook Ensure guest satisfaction is consistent and exceptional in all departments Resolve guest complaints, as appropriate to maintain a high level of guest satisfaction and quality Maintains guest satisfaction performance at top 25.0% of brand Ensure properties are ranked in the top 10 on all third party “guest reviews”. Leverages the brands tools to help drive guest satisfaction · Analyzes guest feedback to determine root cause and solutions Reviews service training programs and brand objectives compliance Play a part of and help grow the culture of “Everyone Sells.” Thank every guest for their business and invite them to stay with you again. Ask guests to recommend your hotel to their friends, family, and colleagues. Learn the hotel’s top 10 sales accounts and participate regularly to increase production. During conversations with guests, ask them what brings them to town. This information could turn into a valuable sales lead so pass it Participate in community and professional organizations to maintain high visibility and promote a good image thus fostering future growth along to the sales department. Support your sales team so they are making outside sales calls and not caught up in operational or administration tasks. Attend breakfast/lobby during peak hours for guest relations and in support of sales efforts.

Requirements

SITTING: Occasionally. For extended periods of time throughout the daily work schedule.
STANDING/WALKING: Constantly. Walking up to three miles per day on cement, asphalt, tile, and carpet.
CLIMBING: Frequently. Stairs. Accessing all areas of the hotel – front and back of the house.
LEG/FOOT USE: Constantly. Walking, standing.
PUSHING/PULLING: Frequently. Average weight occasionally 10 lbs. Maximum weight occasionally 150 lbs.
LIFTING/CARRYING: Frequently. Average weight: 10 lbs. Maximum weight: 50 lbs.
OTHER PHYSICAL DEMANDS: Rarely.
TALKING IN PERSON: Constantly. With guests, community and associates.
TALKING ON TELEPHONE: Occasionally. With guests, community and associates.
OTHER SPEECH REQUIREMENTS: Occasionally. Ability to communicate in English is required. Use of 2 way radio, cell phone.
HEARING IN PERSON: Constantly. With guests, community and associates.
HEARING ON TELEPHONE: Frequently. With guests, community and associates.
OTHER HEARING REQUIREMENTS: Occasionally. The ability to understand English is required. Spanish is helpful. Must be able to detect problems with machines.
NEAR VISION: Constantly. Corrected to 20/40.
FAR VISION: Constantly. Corrected to 20/40.
DEPTH PERCEPTION: Occasionally. Helpful when climbing stairs and reaching for things in high places.
COLOR VISION: Constantly. Product, and SDS labels, landscaping.
SMELL: Constantly. Detect potential hazards and odors.
INTERACTION WITH OTHERS/COMMUNICATION SKILLS: Constantly. Professionally deal with difficult situations/people.
DEADLINES/SHIFT WORK/OVERTIME: Constantly. Meet deadlines as required. Meet multiple deadlines as business demands. Adjust to schedule changes and cover shifts on short notice. At times must work up to 10 hours per day.
FLEXIBILITY: Frequently. Need to work a variety of hours. Varied tasks under varied conditions.
PACE: Constantly. Meal timing, number of guests, must change pace as business demands.
ATTENTION TO DETAIL: Constantly. Cleanliness.
OTHER PSYCHOLOGICAL DEMANDS: Frequently. Work with guests who have demands or expectations which cannot be met due to the lack of equipment or the facility.

Nice To Haves

Spanish is helpful.

Responsibilities

Responsible for short and long term planning and day to day operations in F&B, BOH and FOH
Assist in managing aspects of the P & L by controlling costs and achieving budgeted POR’s
Reviews departmental costs and budgeted expenditures using “checkbook” accounting.
Manager Accounts Payable process
Lead hotel team in absence of General Manager
Monitors labor productivity
Will interview, hire, discipline, terminate department associates
Assist department managers with discipline and termination of hourly associates
Perform other duties as assigned, of which the employee is capable
Will create weekly department schedules, as needed
Will keep all monthly and quarterly reports updated and complete
Dress professionally and appropriately while on the hotel property – always wearing a nametag
Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the employee handbook
Responsible to instill company culture within the hotel and create a positive impact in the guest and associate experience
Will ensure proper training of all associates
Communicate with all salaried managers on a weekly basis to ensure proper communication and consistency throughout the hotel. Hold individual and team meetings weekly
Ensure compliance with company and franchise partner’s programs and initiatives
Provides the proper work environment to facilitate open communication and effective teamwork
Ensures associates have tools and resources to do the job and help them reach their full potential
Motivates associates to achieve desired results and ensures that proper rewards are in place for outstanding performance
Assist in developing sales driven culture throughout all hotel departments
Maintain the property in first class condition; protect, secure and enhance the assets as appropriate
Utilize the resources, information and tools offered to check for standard compliance
Ensure compliance in QA audits exceed brand standards
Inspects hotel premises to ensure hotel is pristine for guest enjoyment
Will daily inspect five guest rooms for cleanliness and maintenance issues
Focuses on sense of arrival, managing the public space and curb appeal
Ensures sight, smell, sound and cleanliness is top of mind with hotel team
Inspects food and beverage outlets for quality, organization and cleanliness
Maintain inventory count, provide ordering of F&B, BOH and FOH as needed to align with budget
Attend weekly/bi-weekly revenue management meetings
Verify nightly import and reporting is accurate (i.e. Daily Audit)
Manage revenue impacting office paper-flow, faxes, mail, etc
Ensure all reservations are processed efficiently and accurately and that all flagged reservations are corrected daily
Maintain an effective flow of communication from the reservations outlet to all departments pertaining to
Provide budget/forecast updates to weekly operational and sales meetings
Review rooming lists for accuracy in format and billing and ensure prompt processing
Monitor group cut off dates and room blocks
Review group resumes ensuring accuracy as stated
Train guest service agents on proper reservation procedures and guest satisfaction
Remain in compliance with local, state and federal laws and regulations.
Ensure enforcement and communicate hotel security policies and procedures (including emergency procedures).
Practice safety standards in accordance with company policy at all times
Participate in emergency response team activities including fire drills, alarm tests and emergency response practice sessions as directed by hotel management.
Keep work area neat and organized.
Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the associate handbook
Ensure guest satisfaction is consistent and exceptional in all departments
Resolve guest complaints, as appropriate to maintain a high level of guest satisfaction and quality
Maintains guest satisfaction performance at top 25.0% of brand
Ensure properties are ranked in the top 10 on all third party “guest reviews”.
Leverages the brands tools to help drive guest satisfaction
Analyzes guest feedback to determine root cause and solutions
Reviews service training programs and brand objectives compliance
Play a part of and help grow the culture of “Everyone Sells.”
Thank every guest for their business and invite them to stay with you again.
Ask guests to recommend your hotel to their friends, family, and colleagues.
Learn the hotel’s top 10 sales accounts and participate regularly to increase production.
During conversations with guests, ask them what brings them to town. This information could turn into a valuable sales lead so pass it
Participate in community and professional organizations to maintain high visibility and promote a good image thus fostering future growth along to the sales department.
Support your sales team so they are making outside sales calls and not caught up in operational or administration tasks.
Attend breakfast/lobby during peak hours for guest relations and in support of sales efforts.