Hotel Operations Manager

Role Purpose

As Operations Manager, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximise financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community. Act as the General Manager in his/her absence.

Key Accountabilities

People

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance.
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently.
• Recommend or initiate any HR elated actions where needed.
• Drive a great working environment for teams to thrive – connect departments to create sense of one team.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Financial

• Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.
• Monitor and report variances against budget and control labour costs and other expenses.
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

Guest Experience

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests.
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities.
• Interact with guests and outside contacts including, , current and potential clients, government officials, travel industry representatives, suppliers, competitors local community members
• Make sure the hotel delivers the highest level of guest satisfaction through superb guest services and amenities

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Maintain a focus and commitment to operating a “green” hotel.
• Perform other duties as assigned. May also serve as manager on duty.
• Act as public relations representative to raise awareness of hotel and brand in local community
• Drive team member involvement in community organizations, activities and businesses

Key Skills & Experiences

• Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration.
• Three years of guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience.
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred.
• Must speak fluent English.
• Other languages preferred.

The salary range for this role is $69,920 to $87,400.

This job is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

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Important information:

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.