Hotel Operations Manager

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Position Description:

Functions as the strategic business leader of hotel operations. Areas of responsibility include Front Office, Housekeeping, Cafe & Sales. Position oversees the development and implementation of departmental strategies and ensures success of the company’s service strategy and company initiatives. The position ensures the hotel operations meets the company’s target customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the each department. As a senior leader, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the company’s target customer and employee’s and provides a return on investment to the owners.

This is a hands on position the Hotel Operations Manager will be expected to jump in and assist in any department that is in need. To walk the hotel on a dily basis checking to ensure that the day to day operations are being handled properly and that there are no outstanding maintenance issues. On call to assist department managers and staff with any issues to ensure that all problems are getting resolved in a timely manner.

Core Work Activities:

• Demonstrating Leadership
• Achieving/Exceeding Goals
• Exceeding Customer Expectations
• Improving Service
• Modeling Appropriate Behaviors
• Developing and Building Teams
• Improving Profit
• Maintaining Balance Between, Profit and Service Satisfaction
• Communicating with General Manager, Peers and Subordinates
• Setting Goals
• Making Decisions and Solving Problems
• Guiding, Directing & Motivating Subordinates
• Coaching and Developing Others
• Ensuring Communication of Expectations and Objectives

Specific Position Tasks:

• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Ensures employees are treated fairly and equitably.
• Establishes a relationship with the owners and supports the relationship between the General Manager and the owners.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Works with direct reports to determine areas of concern and establish ways to improve the department’s financial performance.
• Reviews comment cards, guest satisfaction results and other data to identity areas of improvement.
• Celebrates successes and publicly recognizes the contribution of team members.
• Creates an atmosphere in all departments that meets or exceeds guest expectations.
• Evaluates if operations is meeting service needs and provides feedback to operations team.
• Focuses on maintaining profit margins without compromising guest or employee satisfaction.
• Identifies key drivers of business success and keeps the departments focused on the critical few to achieve results.
• Participates in public space walk through with Maintenance and Housekeeping to ensure guest rooms, public space and back of house areas are well maintained and preventative maintenance processes are in place.
• Champions the company’s service vision for product and service delivery and ensures alignment among the departments.
• Ensures core elements of the service strategy are in place to produce the desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
• Fosters associate commitment to providing excellent service, participates in daily stand up meetings and models desired service behaviors in all interactions with guests and associates.
• Interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Review findings from comment cards and guest satisfaction results with hotels leadership team and ensures appropriate corrective action is taken.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person