Operations Manager

Company Overview: We have built our company one person at a time. We understand that our team members are the key to our success. Our superior results begin by hiring and training good people and continue by supporting and retaining them. We build cohesive teams and promote opportunities for growth, development and leadership.

Summary: The Operations Manager is directly responsible for operations of the Front Office and Housekeeping departments and offers additional support and operational coordination with other departments / functions: Engineering, Accounting, Sales, Valet, Security and outsourced Food & Beverage. This position will assure attentive, friendly, courteous and efficient service is delivered to external and internal customers, strive to exceed hotel budgeted profits through revenue initiatives and effective cost management, and manage customer experience, quality and compliance with corporate/brand policies and procedures while meeting/exceeding departmental financial goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned by a supervisor as needed.

Key Responsibilities:

• Approach all encounters with guests, employees and vendors in an attentive, friendly, service-oriented manner.
• Interview, hire, train, schedule, and supervise conduct performance evaluations, resolve problems, provide open communication with employees in Housekeeping and Front Office and recommend discipline and/or termination when appropriate. Reward, discipline and evaluate staff in a timely manner. 
• Interact with the sales staff to discuss and implement sales strategies to continually improve revenues.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring customer feedback from all sources 
• Monitor and maintain the Front Office and Housekeeping systems and equipment to ensure their optimum performance.
• Establish and maintain key control system(s). 
• Comply at all times with standards and regulations 
• Ensure adequate supplies with inventory and ordering 
• Monitor and follow up on all cash overages and shortages. 
• Perform system changes in PMS as needed to ensure information remains up to date.
• Ensure that all guest rooms are inspected after they have been cleaned daily.
• Inspect rooms and public area for cleanliness and adherence to Legacy/brand standards.
• Follow-up on all discrepancies found on the night auditor’s room report. Reports all incidents or strange occurrences that could be an indication of misconduct or illegal activity. Ensures that all key cards are returned to the secure designated area or front desk.
• Maintains the lost & found section and records associated with it daily.
• Organize and conduct daily department/shift standups and monthly department meetings with staff. 
• Attend monthly all-employee meetings and any other functions required by management.