The Operation Manager at the Virginia Hotel will be the motivating force behind our front office operations and create unforgettable guest experiences. Oversee all aspects of check-in and check-out procedures, ensuring seamless and superior service. Manage the front desk team, including budgeting, hiring, scheduling, performance evaluations, and mentoring staff. Develop and implement strategies to maximize revenue, while maintaining and highest standards of guest satisfaction.
These duties may be described as, but not limited to:
- Responsible for the hiring, training and direction of all department employees which include the front desk, breakfast staff, & valet.
- Manage reservation-related issues, special requests, guest inquiries, and billing discrepancies, ensuring timely resolution and clear communication.
- Settle any outstanding balances at the End of the Month, working with the guests, and accounting. Monitor these reports weekly to reduce any balances that carry over to the next month.
- Ensure efficient guest registration, check-in/out, reservations, and guest inquiries.
- Maintain accurate inventory and lease records for weekly rental properties, ensuring compliance with rental agreements and property management regulations. Strategize for the following year adhering to budget goals.
- Interact with guests; resolve all complaints in a timely and professional manner both in the rooms department and Food & Beverage department.
- Organize and prepare daily guestroom enhancements. (i.e. flowers & amenities)
- Oversee and support the standards and efficiency of the hotel’s breakfast service, ensuring guest satisfaction and operational excellence.
- Identify strengths and weaknesses of front desk operations and ensure timely completion of performance appraisals. Uphold service standards across front of house the departments.
- Maintain a neat and efficient office environment and order supplies as needed.
- Schedule support staff in reference to Banquet Event Orders (valets, extra desk agent)
- Oversee the purchasing and inventory management of retail sales items, ensuring stock levels and maximizing revenue. Identity opportunities for improvement
- Coordinate activities with other property departments to facilitate increased levels of communication and guest satisfaction.
- Cross train with F&B department to understand how to close and cash out servers in the Ebbitt Room.
- Assist in the creation and operations of property events, including weddings, special occasions, F&B signature events, & wine dinners.
- Coordinate with marketing to inform front desk of reference information for current activities and events in the community.
- Maintain strong internal communication of policy changes, standards, marketing items and packages that pertain to all front desk agents.
- Other duties as assigned.
Other: To ensure the smooth operation of our hotel and provide exceptional service to our guests, employees may occasionally need to work flexible schedules to accommodate the cyclical nature of the hospitality industry. Additionally, we encourage all employees to participate in scheduled training sessions and meetings to enhance their skills and knowledge.
As a valued member of our team, we expect you to adhere to the Virginia Hotel’s rules and regulations. These guidelines are in place to ensure the safety and well-being of our guests, employees, and facilities. By following these guidelines, we can create a positive and productive work environment for everyone.
Required Knowledge, Skills, Abilities:
- Requires superior communication skills, both verbal and written.
- Most tasks are performed in a team environment with employee acting as team leader.
- Demonstrated supervisor skills, good judgment, and common sense.
- Must possess advanced computer skills. (preferred knowledge: Maestro PMS, Aloha, Silverware, Excel, Adobe InDesign).
- Excellent organizational and time management skills, with the ability to set priorities for self and others.
- Extensive knowledge of the hotel, its services and facilities.
Minimum Qualifications:
- Bachelor’s degree preferred.
- Two to four years’ experience in front office/housekeeping/guest services, including at least two years supervisory experience required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
