Hotel Operations Manager

The Herrington Inn & Spa

TITLE: Operations Manager

REPORTS TO: General Manager

JOB SUMMARY

The Herrington Inn is looking for an Operations Manager to perform various functions, including providing good leadership, communication, and coordination of our team members in ensuring the smooth operation in all aspects of the hotel.

The Operations Manager should be experienced in a managerial role, and be able to confidently deliver performance feedback, set goals, foster teamwork, and clearly communicate business objectives. The Operations Manager must be able to competently perform duties in the absence of the general manager.

The Operations Manager is responsible for the performance of Housekeeping, Front Office/Guest Relations, Maintenance, and Food and Beverage. This person will ensure consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Directly offers supervision for the entire hotel, as well as making policies and developing plans for carrying out work programs with the General Manager’s approval.

To be a successful Operations Manager, you must be able to motivate and positively influence staff. A top candidate for this position must have strong leadership and organizational skills. The Operations Manager should be firm, but also approachable.

ESSENTIAL JOB FUNCTIONS:

• Responsible for the Front Office department with a focus on Front Desk procedures. Ensures smooth processes and high compliance in terms of guest relations and reservation standards. Ensure that all guest surveys and online comments are responded to when appropriate.
• Housekeeping & Maintenance – Regularly inspect rooms and housekeeping procedures to ensure cleanliness and maintenance standards are met.
• Food & Beverage – Will be involved with all aspects of Food and Beverage. Ensure proper standards for scheduling, ordering, and training are being followed.
• Responsible for the deployment of personnel, to make sure there is sufficient and competent personnel to guarantee the satisfaction of the guests. This applies to all departments.
• Implement and manage hotel’s daily quality process including goal communication, associate improvement, service recovery, and problem resolution. Disseminate feedback from guest comments/surveys, guest satisfaction and service failure measurements and coach accordingly.
• Employee management - Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate all with the General Managers approval.
• Communicate both verbally and in writing to provide clear directions to staff.
• Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Be aware of forecasts and budgeted expenses compared to actual results for the Hotel.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Encourage strong cooperation with all departments, organization of department trainings, coordination of the service and vacation planning, monitoring the work of service personnel, hotel security, quality assurance and compliance in terms of special guidelines and hiring new employees.
• Ensure purchase order procedures are followed by department heads.
• Assist GM with all IT related projects.
• Responsible for service calls to contractors with GM approval.
• Comply with attendance rules and be available to work on a regular basis.
• Ensure that dailies are correct and are sent to the corporate office in a timely manner.
• Ensure that Payroll is correct and is sent to the corporate office in a timely manner.
• Perform any other job related duties as assigned.

Requirements:

SPECIFIC JOB KNOWLEDGE AND ABILITIES

• Bilingual preferred; at a minimum, the ability to understand and to make oneself understood to Spanish speaking individuals.
• Self-starting personality with an even disposition.
• Always maintain a professional appearance and manner.
• Can communicate well with guests.
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, analytical ability and the planning,
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Proficient in Microsoft Excel
• Ability to observe performance and detect signs of emergency situations and respond with proper action.

PERFORMANCE STANDARDS

• Customer Satisfaction

Our guests are what we are about. One of the keys to a positive guest experience is positive interaction with the company staff. It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

• Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

• Safety & Security:

The safety and security of our guests and associates is of utmost importance to the company. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

PHYSICAL DEMANDS

• Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
• Must be able to lift up to 40 lbs. on a regular and continuing basis.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Requires manual dexterity to use and operate all necessary equipment.
• Must be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, and other office equipment as needed.

AVAILABILITY

Our hotel operates seven days a week, 24 hours a day. Generally, the position works Tuesday through Saturday with hours varied based on business demand. It will be necessary to adjust the regular schedule to include Holidays, Saturdays, and Sundays. In addition, business needs will determine the number of hours that you work.

PREREQUISITES:

The ideal candidate is a seasoned and highly intelligent hotel professional with outstanding management skills and extensive hands-on experience. Available to work when needed, including weekends, holidays, and nights. Minimum 5 years of hotel management experience including Front Office, Housekeeping and Food & Beverage operations.

Assistant General Manager Requirements:

• Degree in Business Administration, Hospitality or similar.
• Great interpersonal and communication skills.
• Strong problem-solving abilities.
• Good observation skills.
• Valid Driver’s License
• An ability to deliver constructive criticism.
• Computer literate and basic Math skills.
• An ability to identify weaknesses and provide coaching where necessary.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Every weekend

Ability to Relocate:

• Geneva, IL 60134: Relocate before starting work (Required)

Work Location: In person