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SalaryJob Title: Hotel Operations Manager
Department: Operations
Supervisor: General Manager
Summary
A Hotel Operations Manager is responsible for the effective operational management of the
hotel to achieve and exceed their revenue and guest satisfaction targets.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Work in conjunction with the General Manager manage key property issues, including
capital projects; customer service; refurbishment, etc.
Assist the development of meaningful, achievable hotel budgets including long-term
hotel strategic goals
Provide effective leadership to the hotel management team and team members to
ensure targets are met and exceeded
Respond to audits that are completed by the company to ensure continual
improvement is achieved
Plan, direct and coordinate the service delivery of all operational departments in order
to meet and exceed guest expectations
Comply and exceed hotel and company service standards
Ensure that costs are controlled throughout the operational departments and results
are analyzed to highlight problem areas and take appropriate action
Manage and develop the department heads to ensure career progression and effective
succession planning within the hotel and company
Seek and respond to guest feedback in order to achieve positive outcomes and high
levels of customer satisfaction
Hold communication meetings with the department heads and their teams
Other duties as specified by the General Manager
Supervisory Responsibilities
Supervises the Front Office staff and the Food and Beverage staff in direct and indirect
capacities as directed by the GM.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service - Manages difficult or emotional customer situations; responds promptly to
customer needs; solicits customer feedback to improve service; responds to requests for
service and assistance; meets commitments.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in
written form; exhibits good listening and comprehension; keeps others adequately informed;
selects and uses appropriate communication methods.
Managing Customer Focus - Promotes customer focus; establishes customer service standards;
provides training in customer service delivery; monitors customer satisfaction; develops new
approaches to meeting customer needs.
Business Acumen - Understands business implications of decisions; displays orientation to
profitability; demonstrates knowledge of market and competition; aligns work with strategic
goals.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for
additional resources; sets goals and objectives; organizes or schedules other people and their
tasks; develops realistic action plans.
Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and
apply new skills; keeps abreast of current developments; requires minimal supervision; displays
understanding of how job relates to others; uses resources effectively.
Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots
technological problems; uses technology to increase productivity; keeps technical skills up to
date.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes
information skillfully; develops alternative solutions; works well in group problem solving
situations; uses reason even when dealing with emotional topics.
Cooperation - Establishes and maintains effective relations; exhibits tact and consideration;
offers assistance and support to co-workers; works cooperatively in group situations; works
actively to resolve conflicts.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens
and gets clarification; responds well to questions; demonstrates group presentation skills;
participates in meetings.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to
others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts
success of team above own interests; able to build morale and group commitments to goals
and objectives; supports everyone's efforts to succeed.
Written Communication - Writes clearly and informatively; edits work for spelling and
grammar; varies writing style to meet needs; presents numerical data effectively; able to read
and interpret written information.
Change Management - Develops workable implementation plans; communicates changes
effectively; builds commitment and overcomes resistance; prepares and supports those
affected by change; monitors transition and evaluates results.
Performance Coaching - Defines responsibilities and expectations; sets goals and objectives;
gives performance feedback; motivates for increased results; recognizes contributions;
encourages training and development.
Team Leadership - Fosters team cooperation; defines team roles and responsibilities; supports
group problem solving; ensures progress toward goals; acknowledges team accomplishments.
Delegation - Delegates work assignments; matches the responsibility to the person; gives
authority to work independently; sets expectations and monitors delegated activities; provides
recognition for results.
Leadership - Exhibits confidence in self and others; inspires and motivates others to perform
well; effectively influences actions and opinions of others; accepts feedback from others; gives
appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process
improvement; takes responsibility for subordinates' activities; makes self available to staff;
provides regular performance feedback; develops subordinates' skills and encourages growth;
solicits and applies customer feedback (internal and external); fosters quality focus in others;
improves processes, products and services.; continually works to improve supervisory skills.
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains
objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Recruitment & Staffing - Utilizes recruitment sources; exhibits sound interviewing skills;
presents positive, realistic view of the organization; analyzes and forecasts staffing needs;
makes quality hiring decisions.
Cost Consciousness - Works within approved budget; develops and implements cost saving
measures; contributes to profits and revenue; conserves organizational resources.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with
integrity and principles; upholds organizational values.
Qualifications To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree from four-year college or university in Hospitality or Business
Experience in managing budgets, revenue proposals and forecasting results.
Strong leadership skills to effectively manage and motivate the employees to achieve high level
of performance and exceed targets.
Language Skills
Ability to effectively communicate in all scenarios with subordinates, other managers, clients,
customers, and the general public.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written,
oral, or diagram form. Ability to deal with problems involving several concrete variables in
standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software.
Computer literacy, Microsoft Office.
Physical Demands The physical demands described here are representative of those that must
be met by an employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
While performing the duties of this Job, the employee is occasionally required to stand; walk
and sit. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here are representative of
those an employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
The noise level in the work environment is usually moderate.
