Operations Manager Hotel Beaux Arts

JOB SUMMARY

Areas of responsibility include Front Office, Housekeeping, Food and Beverage, Loss Prevention and Engineering, where applicable.  Position works with direct reports (executive committee members and department heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. The position ensures operations meets the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes financial performance.

JOB SPECIFIC TASKS

Operations/Property Management 

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.  Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of goals.
• Champions change.   Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Establishes a vision for product and service delivery on property.
• Continually communicates a clear and consistent message regarding operational goals to produce desired results.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
• Participates in public space walk-throughs with Engineering, Housekeeping and Stewarding to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
• Ensures regional business initiatives are implemented and communicates follow-up actions to team as necessary. 

Guest Satisfaction

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
• Serves as the customer advocate on the property.   Pulls together resources to resolve guest and operational issues and impact results.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Facilitates/attends pre- and post-convention meetings to establish relationship with customer, understand group needs and set and manage expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.  Reviews findings with leadership team and ensures appropriate corrective action is taken.  
• Analyzes service issues and identifies trends.   Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures leadership team is focused on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions. 
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
• Ensures that a customer recognition program is in effect throughout all operations areas.

Human Resources 

• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Ensures OPERATIONS MANAGERs develop a departmental orientation program and associates receive the appropriate new hire training to successfully perform their job.  Ensures managers cross-train associates to support successful daily operations.
• Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities.  Ensures the same is done for all managers in the property.
• Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings. 
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.  Coaches team by providing specific feedback to improve performance.  Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
• Establishes and maintains open, collaborative relationships with direct reports and entire team.  Ensures direct reports do the same for their team.
• Establishes a presence with associates on property and actively solicits associate feedback.  Utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.  Ensures associates are treated fairly and equitably. 
• Ensures that regular on-going communication takes place throughout operations to recognize performance, set expectations and create awareness of business objectives.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all operations areas. 
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Ensures team participates in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes and homeless shelters).

Sales and Revenue Management  

• Provides input and supports overall sales strategy. 
• Participates in weekly sales strategy meeting to anticipate service and staffing needs.
• Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations anticipates problem dates and proactively takes action to resolve problems.
• Ensures operations team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance.
• Attends monthly projection meeting to anticipate long term planning needs.
• Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
• Uses the STAR report, competitive shopping and other resources to maintain an awareness of the hotel’s market position.   Researches competitor’s strategies to identify ways to increase market share and maximize revenue.
• Participates in meeting planner site visits or inspections and prepares operations team for the same.
• Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property. 
• Has overall responsibility for operations sales performance against budget.  Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed.  Reviews RevPAR, meal period covers, room capture ratio and average check on a daily basis.
• Participates in sales calls with members of the sales team to acquire new business.

Financial Management

• Reviews financial reports and statements to determine how Operations is performing against budget.  Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.   Leads cost containment efforts within operations including organizational restructuring when necessary.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.  Strives to maintain profit margins without compromising guest or associate satisfaction.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results. 
• Conducts comparative analysis and gathers best practices.  Encourages operations team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and group check-in process. 
• Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs.

Other

• Performs other duties as assigned to meet business needs.

CANDIDATE PROFILE  

Experience

• Varies by size and complexity of property

Skills and Knowledge 

• Extensive knowledge of hotel operations and operating strategies
• Extensive knowledge of rooms operations
• Solid knowledge of food and beverage concepts and sales strategies
• Knowledge of revenue management and marketing strategies 
• Ability to understand complex sales organization and corresponding sales processes
• Retail merchandising skills
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA)
• Working knowledge of hotel laws governing operations 
• Strong organization skills
• Ability to effectively manage labor productivity
• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
• Ability to use standard software applications and hotel systems
• Strategic Planning Skills
• Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly 
• Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue 
• Ability to take constructive action without relying on directions from others
• Ability to network and build relationships to grow the business 
• Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals 
• Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk 
• Strong problem-solving skills; encourages new innovative solutions when appropriate 
• Strong communication skills (verbal, listening, writing)
• Effective influence skills
• Strong consensus building skills
• Effective change management skills
• Strong customer and associate relation skills

Education or Certification

• High School Diploma or equivalent required; Bachelor’s Degree preferred 

Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will. This job description provides a general summary of the position from time to time the duties and responsibilities of this position may be amended, corrected or added to at the discretion of the Administration /Management. The hotel business functions seven days a week, 24 hours a day, all associates must realize this fact and be aware that at times it may be necessary to move associates from their accustomed shifts according to business demands. In addition, it is understood that the levels of business determine the amount of hours that are scheduled.

 I have read and agreed to the terms specified in this job description for the position I presently hold. A signed copy of this description will be kept in my personal record. I further understand that this job description may be revised at any time and that I will be provided with a revised copy.