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 with a strong emphasis on F&B operations. 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.

• Assist with Front Desk coverage when needed due to staff unavailability (call outs, time off requests, staff shortage).
• Assist the operations of all departments including scheduling, staff relations, meetings, and communication.
• Responsible for guest satisfaction, assessing meals served for product quality, and ensuring staff compliance with health, safety, food handling, and hygiene standards.
• 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.
• Responsible for administering corrective action to associates when needed; consulting with the General Manager 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.

• 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 in the F&B area.
• Other duties as assigned by the General Manager.

• Responsible for recruiting, hiring, training, scheduling and supervising F&B department personnel, ensuring the department is appropriately staffed in accordance with Company SOP.
• 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.

• Office equipment.
• Hotel and financial computers and software.

• High School diploma.
• College degree preferred.

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

• 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…