Operations Manager

Legacy Ventures • Gatlinburg, TN

7d

About The Position

The Operations Manager is directly responsible for the operations of the Front Office and Housekeeping departments, while providing additional support and coordinating operations with Engineering, Accounting, Sales, Valet, Security, and outsourced Food & Beverage. The role ensures attentive, friendly, courteous, and efficient service for external and internal customers; works to exceed hotel budgeted profits through revenue initiatives and effective cost management; and manages customer experience, quality, and compliance with corporate and brand policies and procedures while meeting or exceeding departmental financial goals.

The position is based at Holiday Inn Express Gatlinburg in Gatlinburg, Tennessee, and is full-time. Other duties may be assigned by a supervisor as needed.

Responsibilities

• Approach encounters with guests, employees, and vendors in an attentive, friendly, and service-oriented manner.
• Interview, hire, train, schedule, and supervise Housekeeping and Front Office employees; conduct performance evaluations, resolve problems, communicate openly, and recommend discipline or termination when appropriate.
• Reward, discipline, and evaluate staff in a timely manner.
• Interact with Sales staff to discuss and implement strategies to continually improve revenues.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring customer feedback from all sources.
• Monitor and maintain Front Office and Housekeeping systems and equipment to ensure optimum performance.
• Establish and maintain key control systems.
• Comply with applicable standards and regulations.
• Ensure adequate supplies through inventory management and ordering.
• Monitor and follow up on cash overages and shortages.
• Perform system changes in the PMS as needed to keep information up to date.
• Ensure all guest rooms are inspected daily after cleaning.
• Inspect rooms and public areas for cleanliness and compliance with Legacy and brand standards.
• Follow up on discrepancies identified in the night auditor’s room report.
• Report incidents or unusual occurrences that could indicate misconduct or illegal activity.
• Ensure key cards are returned to the secure designated area or front desk.
• Maintain the lost-and-found section and its associated records daily.
• Organize and conduct daily department or shift standups and monthly department meetings.
• Attend monthly all-employee meetings and other functions required by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed