Operations Manager

Legacy Ventures•Pigeon Forge, TN

24d•Onsite

About The Position

The Operations Manager is responsible for all operations of the Front Office, Housekeeping, and Food & Beverage departments. This position will assure attentive, friendly, courteous and efficient service is delivered to external and internal customers, strive to exceed budgeted revenues, and manage customer experience, quality and compliance with corporate/brand policies and procedures while meeting/exceeding departmental financial goals.

Requirements

Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays.
Must have exceptional customer service skills
Demonstrated ability to perform multiple tasks in a busy environment and remain flexible
Ability to work well in a team environment
Maintain a professional appearance and manner at all times.
Must possess thorough knowledge of all Rooms and F&B operations, and individual job requirements
Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.
Ability to resolve guest, supervisor and employee conflicts.

Responsibilities

Approach all encounters with guests and employees in an attentive, friendly, service-oriented manner.
Self-starting personality with an even disposition to effectively communicate with guests, team members and community.
Interview, hire, train, conduct performance evaluations, resolve problems, provide open communication with employees and recommend discipline and/or termination when appropriate.
Interact with the sales staff to discuss and implement sales strategies to continually improve revenues.
Resolve customer complaints, anticipate potential problems by reviewing and monitoring customer feedback from all sources, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Provide information to other departments to improve / maintain quality of service.
Focus the Front Office, Housekeeping, and F&B departments on their roles in contributing to the guest service scores.
Monitor and maintain the Front Office, Housekeeping, and F&B systems and equipment to ensure their optimum performance.
Implement and maintain company and brand programs to ensure compliance with procedures and guidelines and to ensure an optimal level of quality service and hospitality are provided to customers.
Establish and maintain key control system(s).
Monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.
Maintain regular attendance in compliance with Legacy Ventures Hotels standards, as required by scheduling which will vary according to the needs of the hotel.
Comply at all times with standards and regulations to encourage safe and efficient operations. Practice safe work habits at all times to avoid possible injury to self or other employees. Be familiar with the hotel's emergency procedures. Train staff accordingly.
Conduct purchasing for all areas of responsibility as needed, adhering to established budget/forecast and utilizing Birchstreet along with its checkbook function. Maintain required pars of all stock.
Understand and ensure staff adheres to all standards, including brand standards, related to Front Office and Food & Beverage (Breakfast and Bar) departments. Train and conduct inspections to ensure compliance.
Adhere to productivity standards when scheduling and minimize unexpected overtime. Review Front Office and F&B worked hours and ensure time and attendance system is up to date and accurate daily.
Comply with certification requirements as applicable to position to include Food Handlers, Alcohol Awareness, etc. Ensure department staff meets certification requirements for positions and the department is operated in compliance with all regulations, laws and other requirements.
Monitor and follow up on all cash overages and shortages.
Conduct monthly food, beverage and supply inventories and reconciliations.
Perform system changes in POS and PMS as needed to ensure information remains up to date.
Have thorough knowledge of menus and know how to prepare each item.
Assist in developing and ensure implementation of Food and Beverage promotional ideas.
Ensure that the quality and presentation of all food and beverage is according to standard.
Use the hotel's P.O.S. system to print reports. Analyze reports generated. Review food sales for accuracy daily.
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
Follow the proper procedures in the breakdown, cleaning and reassembling of all kitchen equipment as needed.
Handle items for “Lost and Found” according to the standards.
Attend weekly management staff meetings.
Organize and conduct daily department/shift standups, weekly F&B meetings and monthly department meetings with staff.
Attend monthly all-employee meetings and any other functions required by management.
Perform any other duties as required or assigned by management.