Operations Manager

POSITION SUMMARY:

The Operations Manager is responsible for all aspects of operations at the hotel, from day-to-day staff management to guest relations. The Operations Manager is an ambassador for the hotel and provides leadership and strategic planning to all departments in support of our service culture, maximized operational performance and guest satisfaction.

ESSENTIAL FUNCTIONS:

• Assist with Front Desk coverage when needed due to staff unavailability (call outs, time off requests, staff shortage).
• Assists the operations of all departments including scheduling, staff relations, meetings, and communication.
• Responsible for training programs completion and team coaching.
• Responsible for superior guest service and guest satisfaction as measured through SALT surveys and online review sites.
• Responsible for the success of special projects and promotions as they relate to the various hotel departments.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Ensure follow through on all issues and discrepancies as pertaining to Guest Services.
• Direct departmental meetings as needed.
• Uphold and enforce key control standards.
• Complete and print all required daily/weekly/monthly reports, records, and logs, as needed.
• Assist with administrative tasks pertaining to the various hotel departments.
• Serve as Manager On Duty.
• Confer with GM and department heads to review activity, operating & sales reports.
• Perform daily and weekly property inspections.
• Respond to all guest and employee emergencies.
• Inspect rooms for and greet VIP arrivals.
• Responsible for administering corrective action to associates when needed; consulting with the General Manger prior to formal Disciplinary documents being issued.
• Attend mandatory meetings and hotel functions.
• Comply with and enforce all company standards and policies, as established in the employee handbook.
• Lead Huddles/stand up activities
• Resolve Frequent Stay Program point stay discrepancies.
• Respond to Customer Care/Guest Voice Alerts - complaint resolution.
• Organize Employee Appreciation Events/Celebrations
• Other duties as required.

Sales and Marketing Responsibilities

• Work closely with Director of Sales and hotel administration staff to gather required guest information.
• Maintain our social media page on Facebook and update as necessary.
• Complete weekly sales templates and trace details reports.
• Establish and maintain Sales files in Coordination with Director of Sales.
• Monitor and update group room blocks and ensure that deposit and cut off policies are being adhered to.
• Other duties as assigned by the Director of Sales.

Financial & Accounting Responsibilities

• Assist with Accounts Payable as directed, this includes processing Invoices and M3 Duties as directed by the General Manager
• Maintain records of financial transactions reported by various departments.
• Balance all cash, check, credit card and ledger accounts per proper protocol.
• Accountable for maintaining banks and/or cash drawers at the Front Desk.
• Handle collection of all in house balances.
• Other duties as assigned by the General Manager

SUPERVISORY RESPONSIBILITIES:

• Responsible for all management duties of the Front Office staff including hiring, training, disciplinary actions and evaluating performance.
• Must possess strong communication skills and demonstrate leadership abilities.
• Must exercise discretion, finesse and good judgment in handling issues that arise during the course of business.
• Able to proficiently handle multiple simultaneous demands.

EQUIPMENT TO BE USED:

• Office Equipment
• Hotel and Financial computers and software.

EDUCATION REQUIRED:

• High School diploma.
• College degree preferred.

EXPERIENCE REQUIRED:

• 1-3 years related experience and/or training.
• Equivalent combination of education and experience.

SKILLS, AND CAPABILITIES REQUIRED:

• Must be proficient in the use of common Windows-based computer programs, including Microsoft Word and Excel.
• Experience with hospitality industry software required.
• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must possess strong organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors and guests.
• Supervisory experience in customer service setting a plus.

TYPICAL PHYSICAL DEMANDS:

• Able to stand for periods which may extend beyond 8 hours daily.
• Able to use computer software and telephone switchboard.
• Be aware and able to enforce all emergency and safety procedures. This position is a member of the hotel’s emergency response team.
• Lift and carry up to 30 lbs.

TYPICAL MENTAL DEMANDS:

• Reading and entering data into computer software program.
• Must be detail-oriented, customer-focused and able to multi-task.
• Must be able to use sound judgment in decision making which have significant financial and legal implications on the business.
• Must be able to act in a leadership capacity during emergency situations including hotel evacuations and life-threatening instances.
• The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability.
• The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals.
• The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form.
• Must possess conflict resolution skills.

WORKING CONDITIONS:

• Employees are expected to comply with existing safety procedures.
• The ability to work in close proximity with others comfortably, while multitasking in a fast-paced environment.
• Hospitality environment requires polite, professional conduct and communication at all times.
• Requires professional dress and appearance as required by Hilton and First Bristol standards.
• Must be able to work a flexible schedule; days, nights, weekends, and/or holidays as needed to meet the demands of the hotel.