Operations Manager

Company Overview: Legacy Ventures Hotels has an exciting opportunity for an experienced Operations Manager to open a brand-new property! The perfect candidate will have strong organizational skills and a track record of operational excellence as well as the ability to drive results and build a high-performing, heart-led team to deliver compassionate, proactive and impeccable service to customers.

Summary: Under the guidance and direction of the Hotel Manager, the Operations Manager is directly responsible for assisting the operations of the Front Office, Housekeeping and Food and Beverage departments and offers additional support and operational coordination with other departments / functions: Maintenance, Accounting, and Sales. This position will assure attentive, friendly, courteous and efficient service is delivered to external and internal customers, strive to exceed hotel budgeted profits through revenue initiatives and effective cost management, and manage customer experience, quality and compliance with corporate/brand policies and procedures while meeting/exceeding departmental financial goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned by a supervisor as needed.

• Act as subject matter expert for brand standards, audits, and initiatives.
• Ensure property is compliant with brand expectations and is consistent with implementation of brand initiatives.
• Train and monitor team members as needed.
• Approach all encounters with guests, team members and vendors in an attentive, friendly, service-oriented manner.
• Interview, hire, train, supervise conduct performance evaluations, resolve problems, provide open communication with team members in Front Office, Housekeeping and Food and Beverage and recommend discipline and/or termination when appropriate.
• Reward, discipline, and evaluate staff in a timely manner.
• Interact with the sales staff to discuss and implement sales strategies to continually improve revenues.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring customer feedback from all sources, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality.
• Provide information to other departments to improve / maintain quality of service.
• Focus the Front Office, Housekeeping, and Food and Beverage departments on their roles in contributing to the guest experience.
• Monitor and maintain the Front Office, Housekeeping and Food and Beverage systems and equipment to ensure their optimum performance.
• Implement and maintain company and brand programs to ensure compliance with procedures and guidelines and to ensure an optimal level of quality service and hospitality are provided to customers.
• Assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations. Ensure team members adhere to standards.
• Always comply with standards and regulations to encourage safe and efficient operations.
• Practice safe work habits at all times to avoid possible injury to self or other team members.
• Be familiar with the hotel's emergency procedures. Train staff accordingly.
• Assist with purchasing for all areas of responsibility as needed, adhering to established budget/forecast and utilizing Birchstreet along with its checkbook function. Maintain required pars of all stock.
• Understand and ensure team members adhere to all standards, including brand standards, related to Front Office, Housekeeping and Food and Beverage departments. Train and conduct inspections to ensure compliance.
• Adhere to productivity standards when scheduling and minimize unexpected overtime. Review Front Office, Housekeeping and Food and Beverage worked hours and ensure time and attendance system is up to date and accurate daily.
• Comply with certification requirements as applicable to position. Ensure department staff meets certification requirements for positions and the department is operated in compliance with all regulations, laws and other requirements.
• Conduct monthly inventories and reconciliations.
• Perform system changes in PMS as needed to ensure information remains up to date.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Implement and maintain team appreciation programs. May include, but limited to: incentives, break room postings, and outings.
• Assist with the cleanliness and inspection of guest rooms and public areas
• Controls all breakfast/ market items. Assists with monthly inventories of all linen and breakfast/ market; assists with orders required, when necessary, with the approval of General Manager.
• Knowledge of other departments, willingness to help a team player.
• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Attend and contribute to weekly management staff meetings and weekly Revenue Management calls
• Organize and conduct daily department/shift standups and monthly department meetings with staff.
• Attend all-employee meetings and any other functions required by management.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays.
• Must have exceptional customer service skills.
• Must have strong organizational skills.
• Demonstrated ability to be hands on and perform multiple tasks in a busy environment and remain flexible.
• Ability to work well in a team environment.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all Front Desk, Housekeeping and Food and Beverage operations, and individual job requirements.
• Must have a self-starting personality with an even disposition to effectively communicate with guests and team members.
• Ability to resolve guest, supervisor, and team member conflicts.
• Ability to obtain Food Handlers and Alcohol Awareness Certification (must comply with State and Brand requirements.)

Education and/or Experience: High school diploma or general education degree (GED); or three or more years of progressive experience in Front Office, Housekeeping and/or Food and Beverage; or equivalent combination of education and experience.

• The following are required: supervisory experience; computer skills, including Microsoft suite of products.
• The following are preferred: Marriott experience, proficiency with Marriott systems.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other team members of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Physical Demands: The physical demands described here are representative of those that must be met by team members to successfully perform the essential functions of this job. Reasonable accommodations may be made to ensure individuals with disabilities to perform the essential functions. Long hours sometimes required. While performing the duties of this job, the team member is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The team member is occasionally required to walk and reach with hands and arms. The team member must frequently lift and/or move up to 10 pounds, regularly lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.