Operations Manager

About the role

The Operations Manager oversees and models efficient and courteous service throughout the hotel, ensuring guest and employee satisfaction, financial performance, sales and revenue generation, and a return on investment to ownership.

Responsibilities

• Maximize guest experience and ensure overall service excellence.
• Maintain and uphold Brand Standards throughout the hotel.
• Direct and coordinate activities of the front desk, housekeeping, reservations, guest services, security, and maintenance departments.
• Optimize Average Daily Rate (ADR) and Occupancy levels.
• Facilitate communication between Sales and Operating departments.
• Monitor daily hurdle points, selling strategies, competitive rates, and internet rates to yield the best room revenue and occupancy rates.
• Implement aggressive up-selling strategies to maximize room rates.
• Oversee housekeeping and maintenance operations to ensure compliance with standard operating procedures.
• Control department head schedules and expenses, implementing cost-saving strategies as necessary.
• Monitor and control daily costs per occupied room for housekeeping and maintenance.
• Ensure that the property meets or exceeds Brand Standards.
• Participate in the Manager on Duty program, ensuring the hotel’s guest services are fully supported.
• Empower associates to exceed guest expectations, solicit guest feedback, and promptly resolve any guest complaints.
• Model desired behavior in all aspects of hotel operations.
• Adhere to all work rules, procedures, and policies established by the company.
• Understand and adhere to budget guidelines, including staffing and purchasing procedures.
• Aid in recruiting, interviewing, and training new associates.
• Ensure compliance with all relevant labor laws and regulations.
• Ensure all financial transactions are properly documented and reconciled.
• Maintain adequate levels of supplies and ensure proper documentation of maintenance issues.
• Properly handle and account for keys.
• Be knowledgeable of and enforce emergency procedures and security policies.
• Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
• Ensure all guest interactions are conducted in a courteous and professional manner, aligning with company standards.
• Collaborate with other departments to ensure seamless service delivery and enhance overall guest satisfaction.
• Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
• Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.

Qualifications

• Education: High School Diploma or equivalent education required.
• Experience: Minimum of three years of supervisory experience in hotel operations, with a focus on front desk, housekeeping, and maintenance.
• Skills: Excellent verbal and written communication skills, basic computer skills and knowledge of hotel management software.
• Licenses/Certifications: Ability to maintain compliance with local, state, and federal laws and regulations.
• Physical Demands: Must be able to lift up to 15 lbs occasionally.