Operations Manager at Courtyard Crabtree

About the Role

The Operations Manager for the Hotel Division of Summit Hospitality Group has leadership responsibility for all duties of the front desk operation, including staff training, inter-department communications, and staff scheduling. This role requires strong communication and people skills, a sense of urgency for resolving guest problems, and a commitment to ensuring guest satisfaction. Adherence to corporate policies, procedures, and Franchise Brand standards is paramount.

Responsibilities

• Responsible for short and long-term planning and management of the hotel’s Front Office operations.
• Develop and recommend the budget and labor cost plans in collaboration with the AGM & GM of the hotel.
• Strict adherence to the approved budget for hotel operations.
• Ensure proper staffing levels to meet customer service goals.
• Maintain guest room inventory.
• Coach and counsel employees to reflect Corporate and Brand Service Standards and Procedures.
• Perform all tasks of a Front Office staff as needed to facilitate service.
• Handle operations tasks including coding invoices, daily deposits, accounts receivables, scheduling, processing/protecting petty cash, and room inspections.
• Maintain excellent communications with the Housekeeping Department.
• Maintain information on prices, rates, special packages, and programs.
• Investigate, analyze, resolve, and report guest complaints in a timely fashion.
• Create expectations, lead people, manage processes, and hold people accountable for agreed-upon tasks and responsibilities.
• Cover open shifts due to call-offs and/or low business levels.
• Work all shifts, including weekends and evenings.
• Develop and train subordinates.
• Inspect public areas and ensure proper cleanliness.
• Duties are subject to change, and additional responsibilities may be assigned as needed.

Requirements

• A minimum of 2-5 years of experience with name-brand hotel/restaurant companies.
• 2-5 years of progressive management experience preferred.
• Service-oriented style with professional presentation and interpersonal skills.
• Hotel/Hospitality degree is an asset.
• Clear, concise written and verbal communication skills (English).
• Proficient in Microsoft Excel.
• High energy, entrepreneurial spirit, and motivational leadership.
• Interest in career progression in hotel/hospitality management roles.
• Flexible work schedule, including weekends and evenings (50-hour work week, with additional hours requiring supervisor approval for non-exempt associates).
• Able to lift 25 lbs.
• Valid Driver’s License.
• Ability to sit, stand, and move for extended periods of time.

Benefits

• Personal time/Vacation time.
• Insurance benefits.
• Quarterly Bonuses.
• Hotel Discounts.