Hotel Operations Manager

The ideal Operations Manager will match ROOST’s culture, be an “out of the box” thinker, exhibit great leadership skills, and have a passion for an entrepreneurial culture.

This person must be a team player with exceptional technical and communication skills. You must love to be “hands on” and not prefer supervising from your desk. This person will need to have a good sense of project and time management skills.

Key attributes of our Operation’s Manager:

• A person who enjoys a fast-paced work environment and can respond quickly and smartly.
• Someone who is comfortable and experienced in giving on-the-spot feedback to colleagues in regard to service and processes.
• A person who is able to blend an authentic, unique, and personalized service with a professional approach.
• Someone who thinks and acts like an entrepreneur and will take care of the hotel and guests as it was their own.

Responsibilities:

• Operate all aspects of the each PHL property in the absence of the General Manager and Assistant General Manager by following brand standards and established operating procedures as set forth by leadership.
• Assist the GM to achieve maximum profitability through active cost and labor control.
• Carry out and assist with inspections of rooms, public areas and back of the house on a regular basis to ensure brand standards are maintained at all times.
• Assure the highest standards of security for residents and employees.
• Assist housekeeping and front office supervisors with weekly work schedules
• Ability to respond to minor daily maintenance requests such as troubleshooting Apple TV’s, reprogramming guest room phones, lightbulb replacements, troubleshooting speaker connectivity issues.
• Coordinate guest room carpet cleaning program, replacing furniture, lamps, etc. as needed.
• Actively recruit and assist with the hiring of hourly team members.
• Ensure all team members are trained to maximize service, productivity and efficiency. Hold housekeeping and front office teams accountable with progressive discipline if required and recognize associates when they’ve gone above and beyond for our guests or team.
• Oversee and control inventories for all departments. Update PAR levels as needed.
• Responsible for the organization of all storage areas at each hotel. Proper inventory must be updated for all equipment quarterly.
• Main contact for our linen company in order to hold them accountable and coordinate pickup/drop-off’s
• Maintain and arrange all guest parking pass requirements
• Manage Customer Satisfaction Surveys, responding to reviews regularly. Responsible for overall hotel guest satisfaction and setting goals to achieve specific objectives.
• Review all customer comments and feedback, ensure that immediate action has been taken, and formulate solutions to prevent recurring dissatisfaction.
• Handle and “own” any guest problems to ensure we respond timely and exceed the guests’ expectations
• Assist in front office and housekeeping during emergency situations due to call-off’s, vacations, etc.
• Must become an expert in Oscar system and assist with transition to Muse in the fall of 2022
• Assist leadership and sales team with managing extensions of our longterm guest.
• Work closely with Maintenance team to ensure rooms are well maintained and everything is in working order.

Requirements

• Must have a strong Hotel Management and Housekeeping Background