Mgr Operations

Key Accountabilities

People

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback and create performance and development goals for colleagues – recognize good performance.
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently.
• Recommend or initiate any HR elated actions where needed.
• Drive a great working environment for teams to thrive – connect departments to create sense of one team.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Financial

• Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.
• Monitor and report variances against budget and control labor costs and other expenses.
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

Guest Experience

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests.
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities.

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotels or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Maintain a focus and commitment to operating a “green” hotel.
• Perform other duties as assigned. May also serve as manager on duty.

Key Skills & Experiences

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