Operations Manager

SUMMARY

Plan and manage the room and related area's operations of the hotel to achieve customer (guests, associates, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.

• Responsible for short and long term planning and day to day operations in F&B, BOH and FOH
• Assist in managing aspects of the P & L by controlling costs and achieving budgeted POR's
  * Reviews departmental costs and budgeted expenditures using "checkbook" accounting.
• Manager Accounts Payable process
• Lead hotel team in absence of General Manager
• Monitors labor productivity
• Will interview, hire, discipline, terminate department associates
• Assist department managers with discipline and termination of hourly associates
• Perform other duties as assigned, of which the employee is capable
• Will create weekly department schedules, as needed
• Will keep all monthly and quarterly reports updated and complete
• Dress professionally and appropriately while on the hotel property - always wearing a nametag
• Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the employee handbook

• Responsible to instill company culture within the hotel and create a positive impact in the guest and associate experience
• Will ensure proper training of all associates
• Communicate with all salaried managers on a weekly basis to ensure proper communication and consistency throughout the hotel. Hold individual and team meetings weekly
• Ensure compliance with company and franchise partner's programs and initiatives
• Provides the proper work environment to facilitate open communication and effective teamwork
• Ensures associates have tools and resources to do the job and help them reach their full potential
• Motivates associates to achieve desired results and ensures that proper rewards are in place for outstanding performance
• Assist in developing sales driven culture throughout all hotel departments
• Maintain the property in first class condition; protect, secure and enhance the assets as appropriate
• Utilize the resources, information and tools offered to check for standard compliance
• Ensure compliance in QA audits exceed brand standards
• Inspects hotel premises to ensure hotel is pristine for guest enjoyment
• Will daily inspect five guest rooms for cleanliness and maintenance issues
• Focuses on sense of arrival, managing the public space and curb appeal
• Ensures sight, smell, sound and cleanliness is top of mind with hotel team
• Inspects food and beverage outlets for quality, organization and cleanliness
• Maintain inventory count, provide ordering of F&B, BOH and FOH as needed to align with budget
• Attend weekly/bi-weekly revenue management meetings
• Verify nightly import and reporting is accurate (i.e. Daily Audit)
• Manage revenue impacting office paper-flow, faxes, mail, etc
• Ensure all reservations are processed efficiently and accurately and that all flagged reservations are corrected daily
• Maintain an effective flow of communication from the reservations outlet to all departments pertaining to
• Provide budget/forecast updates to weekly operational and sales meetings
• Review rooming lists for accuracy in format and billing and ensure prompt processing
• Monitor group cut off dates and room blocks
• Review group resumes ensuring accuracy as stated
• Train guest service agents on proper reservation procedures and guest satisfaction
• Remain in compliance with local, state and federal laws and regulations.
• Ensure enforcement and communicate hotel security policies and procedures (including emergency procedures).
• Practice safety standards in accordance with company policy at all times
  * Participate in emergency response team activities including fire drills, alarm tests and emergency response practice sessions as directed by hotel management.
• Keep work area neat and organized.
• Must adhere to all work rules, procedures, and policies established by the company, including but not limited to, those contained in the associate handbook
• Ensure guest satisfaction is consistent and exceptional in all departments
• Resolve guest complaints, as appropriate to maintain a high level of guest satisfaction and quality
• Maintains guest satisfaction performance at top 25.0% of brand
• Ensure properties are ranked in the top 10 on all third party "guest reviews".
• Leverages the brands tools to help drive guest satisfaction
  * Analyzes guest feedback to determine root cause and solutions
• Reviews service training programs and brand objectives compliance
• Play a part of and help grow the culture of "Everyone Sells."
• Thank every guest for their business and invite them to stay with you again.
• Ask guests to recommend your hotel to their friends, family, and colleagues.
• Learn the hotel's top 10 sales accounts and participate regularly to increase production.
• During conversations with guests, ask them what brings them to town. This information could turn into a valuable sales lead so pass it
• Participate in community…