Operations Manager

Peregrine Hospitality•Hyannis, MA

About The Position

The Operations Manager assists in managing the execution of operations in the rooms area departments, including Front Office and Housekeeping, and manages staff. The role strives to improve guest and employee satisfaction and maximize departmental financial performance while monitoring compliance with standards and procedures. The manager leads a team while helping meet or exceed property goals. The position oversees day-to-day Rooms Division operations, coordinates with department managers on guest expectations and revenue, communicates service opportunities, facilitates and updates training, and manages labor, productivity, payroll, and supply expenses in line with budget goals. The role also supervises staff, handles associate situations, processes timecards and payroll as required, and follows departmental policies, brand standards, service procedures, 4 Keys service standards, and safety and security procedures. Additional duties may be assigned by management. The position requires strong communication, organizational, leadership, computer, and interpersonal skills; sound judgment and problem-solving; confidentiality; and the ability to work effectively with associates, guests, management, vendors, and other groups. Work schedules may be flexible and include days, nights, weekends, and holidays based on business needs. Physical requirements include lifting or carrying up to 40 pounds frequently, standing and walking for extended periods, communicating orally and in writing, bending, twisting, pushing, pulling, stooping, kneeling, and ascending and descending a ladder. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Requirements

Excellent communication, follow-up, and organizational skills.
Strong leadership skills and ability to apply them in a dynamic environment.
Strong computer skills and proficiency in Microsoft Office.
Ability to maintain confidentiality and handle sensitive information.
Ability to understand the resort's mission, vision, and goals.
Ability to set departmental goals and objectives and maintain high personal performance standards.
Proactive, creative, positive, and focused approach.
Ability to work cohesively with coworkers and other departments, build morale, and promote positive employee engagement.
Ability to follow policies and procedures while striving to improve operational standards.
Ability to read, comprehend, and write instructions, correspondence, reports, and memos.
Ability to communicate verbally and electronically with guests, management, coworkers, and others, and to present information effectively in individual and group situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to understand guest service needs.
Availability to work flexible scheduled shifts, including days, nights, weekends, and holidays, based on business needs.
Ability to lift and/or carry up to 40 pounds frequently.
Ability to stand and walk for extended periods.
Ability to communicate orally and in writing and hear and understand normal in-person and telephone conversations.
Ability to bend, twist, push, pull, stoop, kneel, and ascend and descend a ladder.

Responsibilities

Manage day-to-day Rooms Division operations, including Front Office and Housekeeping, to ensure exceptional guest service.
Work with department managers to meet guest expectations and maximize revenues.
Hold pre-shift meetings and communicate guest service opportunities throughout the hotel.
Facilitate departmental training, monitor and revise training content as processes change, and address needs identified by associates.
Work with department managers to control labor and productivity.
Monitor departmental, payroll, and supply expenses in accordance with budgetary goals.
Supervise staff and handle associate situations.
Process timecards and payroll as required.
Maintain knowledge of and comply with departmental policies, brand standards, service procedures, 4 Keys service standards, and safety and security procedures.
Perform additional duties assigned by management.