Operations Manager

JOHNSON HOSPITALITY LLC•Rancho Cordova, CA

7d•Onsite

About The Position

Assist the General Manager in all departments in the effort to generate profit, meet or exceed budget expectations, and maintain operational and guest service standards. Directly supervise departments including Front Office, Housekeeping, and Engineering to ensure all departments and brand standards are being met and operational efficiencies are being realized.

Requirements

Must be able to lift, push, and pull a minimum of 50 pounds.

Responsibilities

Hire, train, counsel and motivate strong departmental teams
Develop departmental schedules to ensure staffing is adequate and within budget guidelines
Assist in performing department forecasts
Process accounts receivable and monitor the department budgets
Check all daily reports and respond accordingly to findings
Ensure guest special requests are fulfilled
Ensure proper delivery of guest services as directed by the General Manager
Monitor posting of guest charges to minimize lost revenue
Monitor room availability to ensure hotel is maximizing room revenue
Update systems availability from cancelations and arrival and departure changes
Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed
Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement
Focus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needs
Ensure all departments are in compliance with all required trainings
Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance
Be present and actively oversee breakfast service on a regular basis
Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance
Manage brand and OTA messaging platforms
Educate department heads on emergency procedures and ensure all employees are properly trained in these procedures
Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)
Always have a friendly and welcoming demeanor when interacting with our guests
Establish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counseling
Create employee engagement activities and reward recognition for outstanding efforts
Develop and maintain hotel programs to assure that the Quality Assurance Program criteria are met
Take a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruiting
Participate in the MOD program.
Working regular weekends will be required
Carry out any reasonable request by management that I am capable of performing