Operations Manager A&G

Description

SUMMARY:  The purpose of an Operations Manager is to support executing the day-to-day s operations of the hotel, and assisting the Assistant General Manager in supervising the guest relations, reservation management, food and beverage restaurant operation activities, front desk, housekeeping in accordance with hotel policies and procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance in all areas of the hotel operations, keeping with the direction of the management team in efforts to uphold the culture of McNeill Hotel Company.

 ESSENTIAL DUTIES AND RESPONSIBILITES:                                                          

 • Cultivates a respectful workplace by maintaining respect of attendance, respect of performance, respect of behavior and respect of common sense and judgement.

• Oversees the Food and Beverage department, Front Desk shifts, and Housekeeping department to ensure completion of assigned duties.

• Assists servers and hosts on the floor during meal periods and high demand times.

• Runs and reviews critical information contained in room operations reports.

• Works closely with leadership team to ensure that department goals are being communicated to the team as they relate to guest tracking and productivity.

• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.

• Ensures employees receive on-going training to understand guest expectations.

• Assists in ensuring that the team has the capabilities to meet expectations.

• Takes proactive approaches when dealing with employee concerns.

• Always extends professionalism and courtesy to employees proactively meeting the needs of the team operationally

• Acts as Manager on Duty for the hotel, using problem solving skills to resolve                         complaints, disturbances, special requests, social media reviews and any other issues that may arise.

• Understands the functions of every department

• Understands employee positions well enough to perform duties in employees' absence.

• Operates all department equipment as necessary and reports malfunctions.

• Ensures employees have the proper supplies, uniforms and name tags.

• Understands and complies with loss prevention policies and procedures.

• Communicates performance expectations of employees in accordance with job descriptions for each position.

• Handles employee questions and concerns.

• Effectively schedules employees to meet business demands and tracks employee time and attendance.

• Assist in supervising same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

• Assists in performing required annual Quality audit with AGM & GM.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels of hotel operations; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Always follows company policies and procedures.

• Ensures fair treatment and respect of employees and guests.

• Other duties as assigned by Manager.

Qualifications

QUALIFICATIONS:                                                                                                                   

Education/Experience:

• High School Diploma or GED equivalent.  Must have previous management experience including general knowledge of personnel management, guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years' experience in the food and beverage, culinary, or related professional area.

   Skills:

• Teamwork oriented
• Have a stable work history
• Be well-organized and have strong client follow-up
• Be competitive, self-motivated and a self-starter.
• Exhibit exceptional written and verbal communication skills
• Have fully functional computer skills including experience with Word, Excel and PowerPoint.
• Innate sense of urgency
• Ability to read, write, and speak the English language

  Working Conditions:

• Will be required to work nights, weekends and holidays
• Will be required to work in a fast-paced environment
• Will be exposed to cleaning agents and chemicals

RELATIONSHIPS:                                                                                                               

Internal:  General Manager, Assistant General Manager, Front Office Manager, Peers, and Field Operations at the corporate level

External:  Guests - To provide customer service

 PHYSICAL/COGNITIVE ACTIVITES:                                                                            

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl, talk and hear. The employee is occasionally required to use a sense of smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust or focus.

A significant portion of time will be spent moving about the hotel and frequent lifting and carrying up to 50 pounds.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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