Operations Supervisor

Description

Company Overview: We have built our company one person at a time. We understand that our team members are the key to our success. Our superior results begin by hiring and training good people and continue by supporting and retaining them. We build cohesive teams and promote opportunities for growth, development and leadership.

Summary: The Operations Supervisor is responsible for supporting all operations of the Front Office and Food & Beverage departments. This position will assure attentive, friendly, courteous and efficient service is delivered to external and internal customers and manage customer experience, quality and compliance with corporate/brand policies and procedures while meeting/exceeding departmental goals.

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

• Approach all encounters with guests and team members in an attentive, friendly, service-oriented manner.
• Self-starting personality with an even disposition to effectively communicate with guests, team members and community.
• Perform Manager on Duty responsibilities when required. Understand and be able to perform tasks of supervised employees and step in to assist or perform these duties when needed to ensure proper service delivery to customers.
• Assist with training, resolve problems, provide open communication with team members and report all areas of concern to supervisor.
• Interact with the sales staff to discuss and implement sales strategies to maximize revenues (including balancing room inventory, upsells, etc.), ensure the service delivery exceeds client expectations and attract / retain key accounts and groups.
• Work closely with Housekeeping and Engineering departments to ensure rooms that meet appropriate quality and cleanliness standards and comply with guest preferences are available for guest use upon arrival.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring customer feedback from all sources, operational issues, business flow and associate 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 and F&B departments on their roles in contributing to the guest service scores.
• Monitor and maintain the Front Office, Parking and F&B systems and equipment to ensure their optimum performance.
• Ensure compliance with procedures and guidelines for an optimal level of quality service and hospitality are provided to customers.
• Maintain key control system(s).
• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint, brand standards and other policies / rules of conduct, to include personal appearance / grooming, proper uniform (including name tag), attendance as required by scheduling, which will vary according to the needs of the hotel.
• Comply at all times 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.
• Report supply needs and maintain required pars of all stock.
• Understand and ensure staff adheres to all standards, including brand standards, related to Front Office and Food & Beverage (Grab and Go, Complimentary Breakfast, HBar and Banquets) departments. Train and conduct inspections to ensure compliance.
• Comply with certification requirements as applicable to position to include CPR/First Aid, Food Handlers, Alcohol Awareness, etc.
• When acting as Manager on Duty, ensure the hotel is properly staffed given occupancy levels.
• Monitor and follow up on all chargebacks and cash overages and shortages. Personally follow proper credit card and cash handling procedures.
• Handle items for Lost and Found according to the standards.
• Assist with monthly food, beverage and supply inventories and reconciliations.
• Have thorough knowledge of menus and know how to prepare each item.
• Ensure that the quality and presentation of all food and beverage is according to standard.
• Use the hotel's PMS and P.O.S. systems to service customers. Be proficient in printing and analyzing reports needed for the operation.
• Utilize established filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Follow the proper procedures in the breakdown, cleaning and reassembling of all kitchen equipment as needed.
• Organize and conduct daily department/shift standups. Participate in weekly F&B meetings and monthly department meetings with staff.
• Attend monthly all-employee meetings and any other meetings or functions required by management.
• Perform any other duties as required or assigned by management.

Qualifications

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
Demonstrated ability to 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 of House and F&B operations, and individual job requirements
Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.
Ability to resolve guest, supervisor and employee 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/F&B; or equivalent combination of education and experience.
The following are required: supervisory experience; computer skills, including Microsoft suite of products.
The following are preferred: prior experience with Hyatt; college degree.
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 associates 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.
Physical Demands: The physical demands described here are representative of those that must be met by an associate 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 associate is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate is occasionally required to walk and reach with hands and arms.
The associate must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 10 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.

Salary : $19 - $21