Operations Manager

Supporting Operations Team

Sets goals for the team related to guest tracking and productivity. Understands and communicates strategies to enhance guest and employee satisfaction. Assists in ensuring the team has the necessary skills to meet expectations. Demonstrates leadership through example, showing confidence, energy, and enthusiasm. Helps employees understand guests' changing needs and exceeds them.

Supporting Property Operations Function(s)

• Fulfills property-specific second effort and recovery plans.
• Publishes guest satisfaction results promptly, including guest satisfaction forms, comment cards, and guest letters.
• Takes proactive steps in addressing employee concerns.
• Communicates goals and results with employees regularly.
• Makes semiannual one-on-one meetings with staff.
• Schedules team members to align with guest and occupancy goals.

Managing And Monitoring Activities That Affect The Guest Experience

• Provides exceptional customer service by being readily available and approachable for guests.
• Takes proactive measures in handling guest concerns.
• Extends professionalism and courtesy to guests.
• Responds promptly to customer service requests.
• Ensures team members adhere to hospitality standards.

Assisting In Managing Profitability

• Participates in annual Quality audits with the General Manager and Regional Director.
• Ensures a robust key control program is operational.
• Understands financial statements, sales, and activity reports.
• Conducts interviews and assists in hiring decisions.
• Completes thorough new employee orientations in a timely manner.

Core Work Activities

• Supports operations by setting and communicating goals.
• Manages property operations by following second effort and recovery plans.
• Ensures guest satisfaction results are published and communicated.
• Assists in managing profitability by participating in audits and understanding financial reports.
• Manages human resources activities such as interviewing and hiring.