Operations Supervisor

Charlestowne Hotels•Charleston, SC

11d

About The Position

The Operations Supervisor assists the Hotel Assistant General Manager with the operation and administration of the 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 promotes an exceptional guest experience while supporting department profitability and ensuring hotel operations meet professional standards and service expectations. The position also involves planning and implementing effective strategies and developing a competent, motivated, and empowered hotel staff. In the absence of the Hotel Assistant General Manager, the Operations Supervisor assumes that role. The position reports to the Assistant General Manager and has a flexible schedule that may include any shift. The Operations Supervisor may assist with staffing coverage for call-offs and performs some property-based Human Resources and Accounting functions.

Requirements

College degree or appropriate experience in hotel operations; alternatively, a high school diploma or equivalent plus at least seven (2) years of 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 on a flexible schedule.

Nice To Haves

Experience with hotel information systems.

Responsibilities

Act as Assistant General Manager in that person's absence.
Collaborate with supervisors and managers to advance hotel goals and operations.
Develop supervisors and line employees personally and professionally.
Establish consistent operating procedures and promote a productive, positive work environment.
Schedule hotel staff appropriately to meet guest needs and occupancy requirements.
Handle property-based Human Resources and Accounting functions and ensure policies and procedures are followed.
Maintain knowledge of operations department policies and service procedures.
Ensure operations staff and supervisors are trained to standards and can perform their departmental functions.
Conduct weekly staff stand-up meetings.
Ensure cleanliness, condition, and inspections of hotel areas meet designated standards; communicate deficiencies to responsible personnel for correction.
Ensure monthly inventories of housekeeping and front office amenities and supplies, guest-room items, linen, and provisions are completed accurately.
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.
Monitor competitors and hospitality trends.
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.
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 or incoming shift supervisor.
Monitor guest-service scores, review scores 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, take initiative to speak with guests, and maintain a calm, positive, and patient demeanor in front of guests.