Operations Manager OEM/HM

Crestline Hotels & Resorts•Atlanta, GA

About The Position

Crestline is seeking a service-oriented Operations Manager to join its leadership team. The role is responsible for delivering an exceptional guest experience while maximizing hotel profitability and ensuring hotel operations are carried out professionally, consistently, and to the highest service standards. The Operations Manager plans, implements, and controls departmental strategies, and helps develop and maintain a competent, motivated, and empowered operations staff. The position leads, trains, coaches, motivates, engages, and provides daily feedback to operations staff and supervisors.

Requirements

High school graduate or GED, or five years of work equivalent.
Computer skills are required.
Experience with hotel information systems is required.

Nice To Haves

Bachelor’s degree preferred.
Familiarity with Microsoft Office preferred.

Responsibilities

Create and execute strategies to improve guest satisfaction and hotel revenue.
Collaborate with the operations team and other hotel departments to exceed guest expectations and execute hotel operations effectively.
Anticipate and promptly respond to guests’ and employees’ needs, promote positive guest relations, and support a positive guest experience from arrival through departure.
Analyze GSA scores and comments, reinforce successful strategies, and develop and execute plans to address deficiencies.
Ensure operations staff and supervisors are trained to standards and capable of carrying out their departmental responsibilities.
Work with department supervisors to support their personal and professional development.
Investigate and resolve guest complaints concerning service or accommodations.
Monitor budgets and payroll records, and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for employee performance and customer service.
Review work procedures and operational problems to identify improvements to service, performance, cleanliness, and safety.
Assist the Assistant General Manager and General Manager with employee relations, including organizing and directing training, resolving personnel problems, hiring staff, and evaluating employee performance.
Provide leadership and mentoring to operations staff.
Maintain complete knowledge of operations department policies and service procedures, as well as hotel features and services, room types and rates, packages and promotions, arrivals and departures, room availability, group activities and details, VIPs, and special requests or arrangements.
Conduct daily walkthroughs of operations department areas and identify deficiencies in staffing, appearance, attitude, cleanliness, maintenance, service, merchandising, operational quality, storage, inventories, and equipment care; direct personnel to correct deficiencies.
Review and respond to daily operational demands related to the hotel.
Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
Monitor the security of hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each business day.