Operations Supervisor

Harbour View Inn (Charlestowne Hotels)•Charleston, SC

13d

About The Position

The Operations Supervisor assists the Hotel Assistant General Manager with the successful operation and administration of the hotel’s Front Office, Housekeeping, and Engineering departments. The role oversees guest services and financial accuracy, including staff supervision, training, coaching, motivation, and policy implementation. The Operations Supervisor maintains awareness of hotel departments, promotes exceptional guest experiences while supporting department profitability, and ensures hotel operations are conducted professionally and to service standards. The role plans, implements, and controls strategies to achieve results and develops a competent, motivated, and empowered hotel staff. In the absence of the Hotel Assistant General Manager, the Operations Supervisor assumes that role.

Requirements

College degree or appropriate experience level in hotel operations; alternatively, a high school diploma or equivalent plus related experience, or an equivalent combination of education and experience providing the required skills, knowledge, or abilities.
Strong verbal and written communication skills.
Significant attention to detail.
Complete understanding of bottom-line profitability and budget goals.
Computer skills.
Ability to work any shift and provide coverage for call-offs.

Nice To Haves

Experience with hotel information systems.

Responsibilities

Act as Assistant General Manager in their absence.
Work collaboratively with supervisors and managers to advance hotel goals and operations, and help supervisors and line employees develop personally and professionally.
Establish consistent operating procedures and motivate staff to create a productive, positive work environment.
Schedule hotel staff appropriately to meet guest needs and ensure staffing requirements are met at minimum and maximum occupancy levels.
Perform property-based Human Resources and Accounting functions and ensure policies and procedures are followed.
Maintain knowledge of operations department policies and service procedures; ensure staff and supervisors are trained to standards and able to perform their departmental duties.
Conduct weekly staff stand-up meetings to keep employees informed.
Ensure hotel areas meet cleanliness and condition standards, conduct consistent inspections, and communicate deficiencies to the responsible personnel for correction.
Ensure monthly inventory of housekeeping and front office amenities and supplies, standard guest room items, linen, and provisions.
Work with the Front Desk team to improve OTA email capture through accountability, coaching, and incentives.
Coordinate with Engineering to ensure guest-room and operational equipment functions properly and is included in an effective preventative maintenance program.
Manage direct-billing invoice accounts and ensure outstanding invoices are paid promptly.
Keep abreast of competitors and hospitality trends.
Maintain a flexible schedule to work any shift and assist with staffing coverage when employees call off.
Assist in developing the annual marketing plan and budget, including strategies to increase occupancy and revenue.
Follow company standards, conduct policies, procedures, and employee handbook rules and regulations.
Ensure operations departments and employees consistently comply with Fire Department safety codes and OSHA guidelines.
Review assignment status and follow-up actions with the manager and/or incoming shift supervisor.
Monitor guest-service scores, review them with staff, identify areas for improvement, and create incentives.
Handle guest complaints and special requests; respond promptly to reasonable guest inquiries and complaints.
Demonstrate commitment to guest service and take initiative to speak with guests.
Maintain personal control and a positive, calm, and patient manner in front of guests, avoiding negative language and displays of anger.