Associate Services Manager - OEM

Overview

Parker House Hotel

 

 

As you pass through the sculpted bronze doors of this luxury Boston hotel, you will be enveloped by the timeless beauty that has made the Omni Parker House a landmark since 1855. Experience the perfect blend of modern amenities and historic charm at America's oldest continuously-operating hotel.Located on the Freedom Trail, guests enjoy grand views of historic downtown Boston, distinguished décor and thoughtful amenities that are evident in every striking detail in each of the 551 luxurious guest rooms. Walk to Beacon Hill, Faneuil Hall Marketplace, Quincy Market, the Financial District, shopping and more. Just 2.5 miles (10-15 minutes) from Logan International Airport. Come join us and our family and create your own history as an employee of this historic property.

Job Description

Be a key contributor to Operations and ASC teams’ performance by driving operational and administrative excellence within the vibrant “All In” culture of the Omni Parker House. The Associate Services Manager supports all departments in ways designed to ensure the company provides memorable experiences for our associates and, by extension, for our guests. This position requires a deep knowledge of - and passion for - all associates and the operations of the hotel.  It also demands excellent organizational and problem-solving skills, attention to detail and the ability to manage multiple projects simultaneously.  Metrics to be met or exceeded include Medallia scores, associate turnover statistics, associate engagement scores and department internal audit expectations

Responsibilities

• Ensure all Omni Training Programs are implemented successfully. Facilitate ongoing training, including New Hire Orientation, Moments of Service, All Together Get Together meetings, Medallia, Power of Engagement, Birchstreet, Kronos and Ultipro, Evention, Ontrak etc
• Gain “Train the Trainer” certification to deliver TIPS Training to hotel staff as required
• Organize and/or deliver mandatory ServeSafe, MVR and CPR training for staff
• Organize all annual OSHA, Active Shooter, and Human Trafficking training completion for 100% of the team
• Responsible for monitoring and certifying the input of the Omni Service Scorecard such that all departments achieve 100% of targets each month
• Create, develop, and implement departmental training manuals and/or checklists including brand standards, SOPS, service standards (including Coyle), job descriptions and departmental processes and procedures
• With department managers, train and support new associates on accessing and using Kronos and Ultipro
• Plan and execute exciting, fun and interesting associate events monthly, quarterly and yearly
• Train and assist managers in creating weekly schedules and payroll reports that fully comply with all legal, finance and collective bargaining agreement requirements
• Create requisitions as needed; support and assist departments in the creation of requisitions; assist managers with training their associates on Birchstreet
• Assist and support operations managers in payroll and Kronos compliance
• Run reports and process spreadsheets and data as needed for payroll and ASC
• Spearhead project communications between departments; especially HR, Finance and Operations
• Provide support to accomplish Medallia targets; analyze and provide feedback to department heads on improvement tactics; attend the monthly Issue Prevention meeting
• Develop a consistent and lively associate communications network within the hotel via bulletin boards (electronic or otherwise), department communication boards, posters, and flyers
• Consistently promulgate Omni’s culture and its “Power of Engagement” philosophy on property; adapt to varying situations based on adherence to Omni culture and Standard Operating Procedures
• Implement Omni’s recognition programs; ensure the Omni Service Champion culture is celebrated

• Assist with any other reasonable assignment issued by the Hotel Management

• Attend all department/hotel meetings as required

Qualifications

• A minimum of two years’ hotel experience required
•  At least 2 years of prior HR Generalist experience preferred, preferably within a hotel setting
• Bachelor’s degree is preferred in hospitality, business or related field
• Thorough understanding of Omni culture and key service components
• Proficiency in Microsoft Office Products
• Ability to compute accurate mathematical calculations
• Must be service and detail oriented, possessing a friendly approachable demeanor and strong problem-solving skills, with a keen eye for detail  
• Ability to clearly and pleasantly communicate both verbally and in writ