Job Title: Operations Manager Description: Seeking a hospitality expert to lead day to day hotel operations. Department: Operations Position Title: Operations Manager Immediate Supervisor's Title: General Manager
OVERALL RESPONSIBILITIES:
The purpose of the Operations Manager is to be a proactive representative of the hotel, who is aimed at creating an environment that achieves the highest possible employee guest satisfaction, as well as overall profit for the hotel. Overall responsibilities include overseeing front desk operations as well as housekeeping, engineering, and food and beverage. Limiting excessive spending and maximizing occupancy and rate are important objectives of the operations manager. The most important goal, however, is maximizing guest satisfaction, which is measurable by GSS results.
QUALIFICATIONS/PRE-REQUISITES:
- Ability to communicate well with co-workers, guests, and upper management.
- Willing to work long hours and cover additional shifts as required by the demands of the hotel.
- Must learn payroll, accounts payables, and accounts receivables.
- Adhere to brand standards
- Must make change for the cash drawers and have the deposits ready by the close of business each business day.
- Previous management experience in a hotel strongly preferred or a Bachelor's Degree in Business Administration or Hospitality management.
- Great leadership and oral and written communication skills are a must.
- Detail oriented
- Must be able to multi-task and manage demands from all departments and General Manager demands.
- Must be accessible at all times according to the needs of the hotel.
- Be presentable and conform to the dress code of the hotel.
- Must have a total commitment to guest satisfaction.
- Must be a great problem solver and listen and analyze complaints and comments by hotel guests and employees to create an ever improving workplace.
PRIMARY DAILY JOB FUNCTIONS:
- To arrive to work on time according to the schedule.
- Communicate with the front desk and all other departments to ensure everything is running smoothly.
- Consistently check voicemail and e-mails to make sure all demands are taken care of in a timely manner.
- Make sure all departments are taking care of their responsibilities and react to problems as necessary.
- Review invoices from all departments and process the invoices for payment, ensuring we are staying within budget on each line item.
- Process payroll as necessary.
- Review accounts receivables and contact company accounts payable departments if there are past due accounts.
- Cover front desk breaks and shifts in relation to occupancy and budget for employees.
- Review the front desk schedule and make changes as necessary.
- Review chargebacks and declined accounts and respond as necessary.
- Communicate with guests and find ways to improve guest satisfaction.
- Respond to all guest complaints and make an effort to keep them as clients by ensuring the complaints are addressed and fixed for the future.