Operations Supervisor

Woodbury Corporation•Grand Island, NE

9d•Onsite

About The Position

The Operations Supervisor helps support the success of each department in our hotel and ensures that guest satisfaction and product quality standards are met. They will manage all areas of the hotel according to SpringHill Suites by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality. Must display exemplary performance for staff to follow. GUEST SERVICE Maintains guest service as the driving philosophy of the hotel Personally demonstrates a commitment to guest service responding promptly to guests’ needs Is committed to making every guest satisfied Develops added-value customer service programs Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance Meets or exceeds hotel guest satisfaction measures. (GSS Scores) Ensures hotel standards and services contribute to the delivery of consistent guest service Ensures all shift checklists are completed Ensures all call backs are being performed Operations Supervisor should remain highly visible and readily available for guest or employee assistance at all times Ensures proper procedures are followed concerning guest' safety & security Settles all credit card, guest, and accounts receivable credit disputes FRONT DESK MANAGEMENT Acts as manager on duty for hotel and helps manage front desk operations Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, computer systems, etc. Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables Produces accurate financial reports on time Demonstrates self-confidence, energy and enthusiasm Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns Ensures front desk supplies are fully stocked and communicates with Assistant General Manager and GM about ordering needs Ensures all front desk shifts and night audit shifts are filled SAFETY AND SECURITY MANAGEMENT Assists the Assistant General Manager and GM in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.) Understands, follows, and assists with policies and procedures for the hotel’s key control system GENERAL DUTIES EXPECTATIONS Mains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients. Manages time effectively to accomplish all desired tasks, duties, and action plans Is punctual for all shifts and meetings Working hours are primarily nights & weekends, with possible overnight shifts & holidays depending on coverage Helps to maintain an organized and safe work environment Assists in keeping all areas of the hotel clean Summary of Duties and Responsibilities/Essential Functions: Note: Per the Americans with Disabilities Act, essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. Supports back-of-the-house (kitchen) food and beverage preparation staff as well as front-of-the-house food and beverage presentation staff; estimates food and beverage consumption and purchases supplies as needed; may have responsibility for property liquor license and licensure requirements; selects and develops recipes; standardizes production recipes to ensure consistent quality; establishes presentation techniques and quality standards; plans and prices menus; ensures proper equipment operation/maintenance; ensures proper safety and sanitation; prepares food and beverages as needed; may oversee special catering events; as a supervisor, has responsibility for hiring, discipline, and performance management of subordinate staff; maximizes sales and revenue for food and beverage operations; performs other related duties as assigned.

Requirements

Previous experience directly related to the above food and beverage responsibilities.

Responsibilities

Maintain guest service as the driving philosophy of the hotel.
Personally demonstrate a commitment to guest service by responding promptly to guests’ needs.
Develop added-value customer service programs.
Empower front desk staff to deliver guest service.
Ensure hotel standards and services contribute to the delivery of consistent guest service.
Ensure all shift checklists are completed.
Ensure all call backs are being performed.
Remain highly visible and readily available for guest or employee assistance at all times.
Ensure proper procedures are followed concerning guest' safety & security.
Settle all credit card, guest, and accounts receivable credit disputes.
Act as manager on duty for hotel and help manage front desk operations.
Ensure front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, computer systems, etc.
Ensure front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables.
Produce accurate financial reports on time.
Ensure front desk supplies are fully stocked and communicate with Assistant General Manager and GM about ordering needs.
Ensure all front desk shifts and night audit shifts are filled.
Assist the Assistant General Manager and GM in recognizing and correcting potential safety hazards.
Understand, follow, and assist with policies and procedures for the hotel’s key control system.
Maintain a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.
Manage time effectively to accomplish all desired tasks, duties, and action plans.
Be punctual for all shifts and meetings.
Help to maintain an organized and safe work environment.
Assist in keeping all areas of the hotel clean.
Support back-of-the-house (kitchen) food and beverage preparation staff as well as front-of-the-house food and beverage presentation staff.
Estimate food and beverage consumption and purchase supplies as needed.
May have responsibility for property liquor license and licensure requirements.
Select and develop recipes.
Standardize production recipes to ensure consistent quality.
Establish presentation techniques and quality standards.
Plan and price menus.
Ensure proper equipment operation/maintenance.
Ensure proper safety and sanitation.
Prepare food and beverages as needed.
May oversee special catering events.
As a supervisor, have responsibility for hiring, discipline, and performance management of subordinate staff.
Maximize sales and revenue for food and beverage operations.
Perform other related duties as assigned.
Stay aware of safety requirements and work in an accident-free manner.
Keep open communication with the Assistant General Manager and General Manager.