Manager Hotel Operations

About the position

The Manager of Hotel Operations is responsible for the success of the Front Desk, Housekeeping, Night Audit, and provides assistance with Revenue Management. This role involves providing guidance and leadership to ensure guest satisfaction and quality standards are met, creating a friendly atmosphere of superior guest service, product quality, and safety.

Responsibilities

• Delivers outstanding guest service and financial performance.
• Delegates authority and assigns responsibility to all Team Members; supervises work activities of all Team Members.
• Acts as manager on duty for the hotel and manages all front office operations.
• Works with the Director of Hotel Operations and Director of Sales to generate new business ideas to increase sales.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Ensures staff receive proper training for each position, including safety training and standard operating procedures.
• Checks the appearance of all employees to ensure compliance with standards of appearance.
• Interviews, hires, trains, and recommends performance evaluations.
• Demonstrates and maintains personal proficiency in hotel and revenue management systems.
• Analyzes data and compiles reports on expenditures, wages, labor, supplies, etc.
• Monitors cost controls for each department on a regular basis.
• Audits daily reports and processes monthly reports.
• Assists in inspecting guests' rooms, public access areas, and outside grounds for cleanliness and appearance.
• Answers guests' complaints and resolves problems to maintain Guest Satisfaction.
• Maintains a positive, cooperative work environment between staff and management.
• Establishes and maintains adequate supplies for efficient operation of department.
• Assists in all functions of the guest arrivals and departures.
• Administers guest payment policies and looks for errors from the shifts.
• Monitors reservations and supervises same day selling procedures to maximize room revenue.
• Works with Risk Management on guest claims and adjustments.
• Ensures all guest luggage is in the guests' rooms in a timely manner.
• Remains professional, calm, and alert, especially during emergency situations.
• Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.
• Performs any other job-related duties as assigned.

Requirements

• A college degree or other relevant work and/or educational equivalent preferred.
• A minimum of 3 years of relevant experience as a hotel operations leader or hospitality leader preferred.
• Demonstrates and maintains proficiency in hotel and revenue management systems.
• Strong desire to take accountability and have their performance measured on contribution to business results.
• Outstanding interpersonal communication skills (verbal and written).
• Ability to remain professional and tolerate stress in a high-pressure environment.
• Strong leadership, prioritization, and planning skills.
• Thorough knowledge and understanding of PMS, CRM, Player tracking, analysis, financial tracking, regulatory systems, state regulations, and company policies.
• Experience resolving problems decisively and timely.
• Ability to be constantly exposed to environmental factors, including second-hand smoke and excessive noise.
• Ability to traverse from area to area within the operating areas.
• Ability to learn and retain knowledge of computer systems and software.
• Ability to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Ability to communicate with Team members and guests.
• Ability to be a TEAM player.
• Must be able to work flexible shifts including nights, weekends, and holidays.