Operations Manager

Position Overview:

The Operations Manager is responsible for ensuring the operational effectiveness of Guest Services, Housekeeping, Laundry, Maintenance, Food & beverage and Front Office, in an attentive, friendly, efficient and courteous manner while maximizing room revenue, productivity, and developing managers and team members. The Operations Manager oversees all hotel departments within the hotel and acts as General Manager in the absence of the GM.

Essential Duties & Responsibilities:

• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all rooms’ division personnel according to hotel standards.

• Prepare and conduct all front-of-house rooms’ division interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting
  efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.

• Develop employee morale and ensure training of rooms division personnel.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

• Ensure implementation of all Delco Core values and Brand Promise. Understand hospitality terms.

• Ensure sign off of all service standards by position competencies for all team members. Monitor completion of the service standards by position training
  checklists for hourly staff.

• Monitor high demand dates to ensure the maximization of room revenue.

• Inspect guest rooms daily to ensure rooms are up to standards.

• Maximize RevPAR, through room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.

• Attend daily and monthly stand up meetings.

• Assist in completing the monthly reforecast.

• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.

• Monitor and ensure compliance with SOP’s in all departments.

• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.

• Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.

• Conduct weekly Rooms Division meeting, including a monthly financial review.

• Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance
  reviews to their team members.

• Monitor labor expenses through schedule approval process and ensure budgeted productivity.

• Prepare department heads for succession through development of their need areas.

• Assist in preparing the Rooms Division annual budget.

• Operate all aspects of the front office computer system, including software maintenance, report generation and analysis, and simple programming.

• Assist in preparation of revenue and occupancy forecasting.

• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each.

• Ensure that staff is knowledgeable in understanding and implementing corporate programs.

• Monitor all V.I.P.'s, special guests and requests.

• Ensure overall guest satisfaction.

Qualifications:

• Must be enthusiastic and energetic with a passion for hospitality

• Minimum of three (3) years’ experience as an Operations Manager, Front Office Manager, or Department

• Manager in a full or select service hotel

• Ability to read, write, and speak English fluently

• Proficiency in computers to include Microsoft Word, Excel, and other hotel operating systems

• Proven record of success with Quality Assurance reviews and Guest Satisfaction

• Excellent oral and written communication skills

• Thorough understanding of total hotel operations

• Lift up to thirty (30) pounds

• Walking, bending, stretching, and excessive standing and/or sitting

• Some exposure to chemicals

• Must possess a valid Driver's License

• Acceptable driving record & Car Insurance in good standing required