Operations Manager

General Responsibilities:

• Directly supervise all maintenance, laundry and housekeeping personnel and ensure proper completion of all housekeeping, laundry and maintenance duties.
• Direct and coordinate all the cleaning and maintenance activities of the Hotel’s facilities, including routine and deep cleaning of guestrooms, public areas, back of the house and laundry operations and the routine maintenance and properly scheduled preventative maintenance.
• Ensure the proper appearance of the hotel from the entrance to the roof. Direct and coordinate the cleaning and maintenance of the parking lot and walkways, the property landscaping, service and trash areas, and the exterior of all buildings.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Scheduling:
  • Schedule all housekeeping, laundry and maintenance personnel.
  • Track and maintain labor hours and labor standards for all housekeeping, laundry and maintenance activities.
• Profit:
  • Effectively control and manage all housekeeping, laundry and maintenance operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies. Monitor and control daily costs per occupied room (CPOR) for all housekeeping and maintenance activities.
• Quality:
  • Facilities: Ensure that the hotel meets/exceeds H House and Brand quality standards.
  • Guest Service: Ensure that the hotel meets/exceeds H House and Brand standards for guest satisfaction.
• Leadership:
  • Leading: Motivate, coach and train laundry and housekeeping team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to H House Standard Operating Procedures.

Specific Responsibilities:

• The Facilities Manager shall be the department head/supervisor of the Housekeeping, Laundry and Maintenance departments.
• The Facilities Manager shall:
  • Be responsible and accountable for all ordering, storing, maintaining and inventorying all linens, amenities, chemicals and cleaning supplies, equipment, tools and parts.
  • Start the work shift one hour before the room attendants arrive, review yesterday’s productivity, assign rooms and conduct a Facilities team huddle.
  • Ensure departmental staffing, scheduling, hiring, firing, coaching and training.
  • Ensure the daily and Deep Cleaning of the Guest Rooms and Public Areas.
  • Ensure regular repairs and maintenance and Preventative Maintenance procedures
  • Be responsible for maintaining and appreciating the hotel asset including the land, parking lot and walkways, landscaping, the buildings, all public areas, all back of the house areas, the laundry, all storage areas and the furniture, fixtures and equipment.
  • Be responsible and accountable for the Brand and House Quality Assurance processes and rankings.
  • Monitor and control the housekeeping cost per occupied room (CPOR), and room attendant minutes per occupied room, for both daily cleaning and deep cleaning.
  • Monitor and control the maintenance cost per occupied room (CPOR), and average minutes per occupied room for defined activity, for both routine maintenance and preventative maintenance.
• Send a daily end of the day activity and accomplishment email to the General Manager, Front Office manager and a copy to the H House Director of Operations.
• Understand and be able to use the property management system.
• Have a good understanding of all the hotel operating procedures.
• Enforce all existing new policies and procedures with the housekeeping, laundry and maintenance staff.
• Maintain proper staffing in all areas of responsibility.
• Prepare and post the housekeeping, laundry and maintenance staff work schedules promptly.
• Conduct regular performance reviews of staff.
• Read front office communications logs daily.
• Monitor the appearance of all housekeeping, laundry and maintenance staff, to ensure they are following the company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Exhibit good leadership skills.
• Conduct an inventory of all housekeeping, laundry and maintenance supplies on the last day of each accounting period.
• Order, check and maintain housekeeping, laundry and maintenance supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in housekeeping, laundry and maintenance operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedule for housekeeping, laundry and maintenance staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for housekeeping, laundry and maintenance.
• Be knowledgeable of room types and standards for supplies.
• Open and close rooms as required for maintenance.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.