Head of Hotel Operations (Marietta)

Company Highlights:

The Bright Hospitality Management is reimagining hotel operations by leveraging a tech-forward approach to the guest experience. Our goal is to personalize the stay for each guest driving stellar satisfaction rates. We are currently building out a portfolio of hotels focused on health and wellness called Vitality Hotels. 

Perks:

• 100% company-paid premium for employee-only coverage on select Medical, Dental, and Vision Insurance plans
• 401K program with up to a 4% match and full vesting from day one
• Generous Paid Time Off – 2 weeks annually to recharge and relax
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options for added financial flexibility
• Voluntary Life Insurance to provide additional coverage for you and your loved ones

Purpose of the Role:

Marietta Vitality Hotel is looking for an experienced, organized and confident Head of Hotel Operations to join our team with energy and enthusiasm. The Head of Hotel Operations will be responsible for all aspects of the hotel property including but not limited to operations, staffing and overall guest satisfaction (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance). This role will be responsible for maximizing operational efficiency and profitability. Responsibilities will include maintaining operating costs, budgets and forecasts while overseeing property maintenance and appearance. Will be required to make recommendations on strategic operational and budget decisions. The selected individual strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals. 

Responsibilities:

Leading Operations Team 

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity 
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service 
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths 
• Ensures that the team is properly resourced and has capabilities to meet expectations 
• Leads by example demonstrating self-confidence, energy and enthusiasm 
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them 

Managing Property Operational Functions 

• Follows property specific second effort and recovery plan 
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters 
• Takes proactive approaches when dealing with employee concerns 
• Extends professionalism and courtesy to employees at all times 
• Communicates/updates all goals and results with employees 
• Meets semiannually with staff on a one-to-one basis 
• Assists/teaches the team scheduling against guest and hours/occupied room goals 
• Is cross-trained to perform hourly job functions as needed 

Managing and Monitoring Activities that Affect the Guest Experience 

• Maintains excellent service scores for all survey systems and ensures staff is delivering great service at all times. Follows up on any feedback as needed for further guest service improvement. 
• Provides excellent customer service by being readily available/approachable for all guests. 
• Takes proactive approaches when dealing with guest concerns. 
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