Operations Supervisor

Supervisor: General Manager

Purpose of Position: The Operations Supervisor is responsible for ensuring that all staff members are providing outstanding guest service during their stay, and supporting the General Manager in all areas of day-to-day operations. Primary responsibilities include: Welcomes and registers hotel guests, providing exceptional service during all stages of the guest stay. Oversees the guest services department, providing training and development to all staff. Ability to oversee operational departments in the absence of management presence, acting as the manager on duty as scheduled. Responds to a wide variety of guest requests and comments. Openly communicates with the General Manager, offering ideas and support in achieving the goals of the property including a budget, revenues, occupancy, guest satisfaction, and staffing.

Essential Functions:

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Maintains a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Stay current on Hilton/Hampton Brand Standards.
• Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
• Demonstrate good communication skills and convey information and ideas.
• Ability to perform basic math, and understand financial information.
• Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security.
• Complete training in all areas of security, alcohol, and health and safety. Ensuring that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed. Keeping safety in mind in all things.
• Train, motivate and develop associated in all functions within the hotel operations.
• Ensure that all maintenance is done on a temely basis.
• Understands daily, weekly and monthly paperwork and reporting requirements and can complete them in the absence of the General Manager.
• Review all ledgers daily, including guest ledger, direct bill ledger, and deposit ledger.
• Code and submit accounts payable to the General Manager for approval weekly, as applicable.
• Review weekly group reservations for pick-up and cut-off dates.
• Oversee meeting room scheduling, billing, and setup if applicable.
• Review arrivals daily, weekly, and monthly assisting the General Manager with rate recommendations and demand forecast.
• Provides excellence in guest service and monitors guest satisfaction and makes corrections in areas of opportunity and follows up with all staff members creating a culture of service excellence.
• Complete monthly inventory, make recommendations for orders, ensuring that inventory levels are adequate for occupancy forecast and within budget.
• Oversee and operate all front desk responsibilities including, but not limited to; greeting guests, performing guest transactions, balancing reports, cash control, and deposits, proficiently processing reservations and credit cards. Operate phone system, TDD equipment. Effectively communicate using shift logbook and shift reports. Operate basic office equipment.
• Understands, communicates and updates, hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests.
• Responsible for key control. Issues and receives both room keys and master keys.
• Process all lost and found items according to policy.
• Have complete knowledge of property management systems and the ability to train staff effectively. Knowledge of how to operate computer equipment, including Microsoft Office suite.
• Participates in and supports a positive, enjoyable work environment.
• Holds an understanding of hotel products and services (i.e., food and beverage, recreation)
• Performs other duties as assigned.