Operations Manager

JOB SUMMARY

 

Manages the day-to-day operations of Front Desk (e.g., including Bell/Door Staff, Switchboard, At Your Service (AYS), and Concierge/Guest Services), Rooms (e.g., Housekeeping, Recreation, and Laundry), Food and Beverage (e.g., Restaurants, Bar/Lounge, and Room Service), Event Operations (e.g., Event Services, Banquets and Event Technology). Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property needs. Directs and works with associates to carry out guest arrival and departure procedures, supports operational needs of Restaurant, Bar, and other Food and Beverage Outlets. Leads setup and execution of meetings and events based on requirements and standards. Coordinates and completes guest room inspections, provides operational feedback to employees who work front desk and food and beverage outlets, and holds Event Operations teams accountable for the execution of events based on guest expectations and event order standards. Monitors compliance with brand standards and legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes. Assists senior managers in completion of financial and administrative duties. Strives to continually improve guest/event and associate satisfaction and maximize financial performance.

 

CANDIDATE PROFILE

 

Education and Experience

 

• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. In addition, prefer four years of prior experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

OR

• If no standard educational background, strong preference for 5 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

 

CORE WORK ACTIVITIES

 

Managing of Front Desk, Housekeeping, and Guest Services Teams

• Communicates key drivers of guest satisfaction for the brand's target customer.

• Manages day-to-day operations, the quality, standards and meeting the expectations of the customers on a daily basis.

• Supervises inspection program for all guestrooms and public space.

• Reviews and communicates departmental goals to associates and celebrates day business accomplishments.

• Monitors pre-arrival planning process to effectively deliver against guest preferences, maximize use of room inventories, and drive incremental revenue.

• Verifies that knowledge and understanding of Occupational Safety and Health Administration (OSHA) regulations are up to date.

• Handles associate questions and concerns.

• Monitors all lost and found procedures.

• Supervises daily shift operations and monitors compliance with all housekeeping policies, standards and procedures.

• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.

• Understands associate positions well enough to perform duties in associates' absence.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

 

Managing of Food and Beverage Operations Activities associated with Restaurant, Bar/Lounge, and other Food and Beverage Outlets

• Opens and closes restaurant, bar, or food and beverage outlet shifts.

• Supervises operations for all related areas in the absence of Director or Manager.

• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.

• Applies and continually broadens knowledge of food and wine trends, and overall event presentation.

• Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.

• Monitors compliance with all Bar/Lounge and restaurant policies, standards and procedures.

• Implements agreed upon beverage policy and procedures throughout the hotel.

• Maintains food handling, sanitation and cleanliness standards and maintains standards for bartender and cocktail service.

• Monitors departmental inventories and assets including par levels and maintenance of equipment.

• Orders supplies for the departme