Operations Manager

Position: OPERATIONS MANAGER

Reports to: General Manager

Division: Rooms

Department: Guest Services

Classification: Exempt

SUMMARY:

The Operations Manager should have an excellent level of commercial awareness and be able to build and maintain relationships with internal and external guests. Responsible for highlighting short/medium/long-term issues to the General Manager and help to formulate solutions. To provide excellent customer service in order to anticipate the guest’s needs and exceed their expectations. Responsible for supervision, audit, and control of the front desk, housekeeping, administration and related functions. Also responsible for the day-to-day operations of housekeeping, front office & food/beverage areas of the hotel. This position is a hands-on position and will be held accountable for hotel budget performance, as well as overall supervision of hotel areas as outlined by the General Manager.

GENERAL RESPONSIBILITIES:

• 
  Provide the highest quality of service to the guests at all times.
• Meet and greet guests as well as ensure all hotel staff provides an air of gracious hospitality to all guests.
• Have a thorough knowledge of the property and community.
• Have a thorough knowledge of the room types and the differences between them.
• Manage and coordinate the activities of the Front Office and Housekeeping Operations.
• May be involved in the sales efforts for the hotel based on the staffing levels. Which may include meeting room set up, managing group blocks, taking reservations and performing sales calls as directed by the General Manager.
• Monitor and ensure compliance with all Guidelines for Operations.
• Have a thorough working knowledge of the central reservation system.
• Monitor communication between departments to ensure a positive flow of information in a timely manner.
• Maintain downtime procedures to ensure that no revenues are lost during equipment outages.
• Assist in promoting sales of property services to current and future guests.
• Develop point of purchase promotional material for local programs as needed.
• Wear proper attire at all times in accordance with the Company Dress Code.
• Other duties as created and assigned of which the associate is capable of performing.

FINANCIAL RESPONSIBILITIES:

• 
  Develop a plan for meeting/exceeding budgeted sales goals and budgeted expense goals.
• Maximize unit room revenue through effective use of the sales menu options in the property management system.
• Review on a daily/weekly basis all cost accounts for Housekeeping, Front Desk, Food/Beverage areas, based on the size of the property and amenities available at the property. (As is relates to Food & Beverage Operations)
• Work closely with the General Manager to ensure a proper balance and mix of rooms, and that rooms are sold to maximize rates. Monitor fluctuations and trends in volume of rooms sold to be used in short and long-term forecasting.
• Ensure that all credit policies are being followed and that the credit report is resolved daily.
• Have a thorough knowledge of Accounts Receivable ensuring that all outstanding invoices are settled.
• Process on a timely basis all Accounts Payable batches (Invoices, Petty Cash, and Checks).
• Track all cost accounts to determine if they are within budgeted guidelines. Review these accounts with the General Manager to ensure each department is controlling cost within the budget.
• Review PMS and Management Company daily sales report to ensure accuracy and accounting procedures are being followed at all times.
• Responsible for input, coding, and filing of invoices and new vendor set up.
• Input weekly payroll as required and properly store previous week time cards.
• Supervise and reconcile cash controls for each shift in attendance.
• Input and reconcile invoices as directed by the General Manager. Ensure that associates comply with tip-reporting requirements.
• Assist in the preparation of the annual budgeting and monthly forecasting processes.

LEADERSHIP & MANAGEMENT OF STAFF:

• 
  Coordinate and communicate all sales, group meetings and sleeping room information with Front Desk, Housekeeping & Breakfast Department.
• Ensure that all departments conduct department meeting monthly.
• Setup, review, and manage the new hire process for all departments in the hotel. This should ensure that all newly hired associates are:
  • Given a hotel orientation and overview of operations.
  • Given all new hire paper work and that it has been reviewed for accuracy.
  • Show all pertinent videos relating to the hotel and their job specific area.
  • Train in job safety, fire safety, blood borne pathogens, and MSDS.
• Be aware of the policies and procedures as outlined in the Associate Handbook.
• Review department specific training to ensure that the associates are given the best possible training available within their department. Review ongoing training practices of departments to ensure that all associates are kept up to date on current policies and procedures.
• Promote teamwork and associate morale.
• Interpret job specification to all hotel staff.
• Analyze and resolve work problems or assist associates in solving work problems.
• Initiate or suggest plans to motivate associates to achieve work-related goals.
• Ensure adherence to the Guarantee of Fair Treatment Policy.
• Comply with all regulations and guidelines for Human Resource tasks.
• Assist in ensuring staff continues to learn importance of excellent service.
• Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures.
• Coach and counsel associates to encourage positive behaviors and correct negative behaviors.
• Conduct regular departmental meeting to review new procedures, emphasize safety practices, and solicit input from all associates. Keep detailed minutes and sign-in sheets on file.
• Must be thoroughly familiar with Employee Handbook and all policies and rules it contains.
• Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides.
• Must properly document all company policy violations by any staff who you supervise as well as the documentation of any and all associate actions taken.
• Be knowledgeable of associate benefits, procedures, and administration. Ensure benefits are administered on a timely basis.
• Establish an effective communication and information system through logs, monthly meetings, coaching, and counseling.
• Review weekly staff schedules for front desk, restaurant, and housekeeping balancing guest service and budgeted hours.
• Monitor uniform standards compliance for all associates.
• Ensure labor staffing guidelines are followed.

SAFETY & SECURITY RESPONSIBILITIES:

• 
  Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner.
• Have a thorough knowledge of all emergency procedures.
• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
• Implement company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis.
• Promote and administer the unit’s total loss prevention effort.

FOOD & BEVERAGE RESPONSIBILITIES:

• 
  Responsible for guest satisfaction in terms of food and beverage, hospitality and service standards.
• Ensure entire menu is available daily and hours of operation are strictly adhered to.
• Develop food and beverage purchase / rooms department and production requirements based on daily inventories and order lead times.
• Responsible for food and beverage / rooms department inventory control system.
• Establish and implement menus for special functions.
• Must be able to pass and maintain certification from TIPS and/or Responsible Vendor training if alcohol is served at your respective property.

QUALIFICATIONS:

• 
  Bachelors Degree – Hospitality/Hotel Management preferred.
• Minimum 3 to 4 years work experience.
• Computer Knowledge/Skills: MS Office, Property Management Software, Revenue Management Systems preferred.
• Excellent revenue management skills with experience of budgets, P&L's and forecasting.
• Highly focused, have excellent communication skills, be motivated.
• Professional in appearance and presentation.
• Repeated bending, stooping, and lifting weights up to 30 lbs. will be required.