Operations Supervisor

Woodbury Corporation•Grand Island, NE

2d•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.

Requirements

Previous experience directly related to the above food and beverage responsibilities.
Maintains an attitude focused on satisfying guests whether or not it is “our job.”
Personally demonstrates a commitment to guest service by responding promptly to guests’ needs with an interest and concern in satisfying every guest.
Stays aware of safety requirements and works in an accident-free manner.
Keeps open communication with the Assistant General Manager and General Manager

Responsibilities

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
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/checkout 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
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
Maintains 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
Helps to maintain an organized and safe work environment
Assists in keeping all areas of the hotel clean
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.