Operations Supvr Rooms

Description

SUMMARY:  The purpose of an Operations Supervisor is to support executing the day-to-day sales operations of the hotel and assisting the Assistant General Manager in supervising the guest relations, reservation management, restaurant operation activities, front desk, housekeeping in accordance with hotel policies and procedures 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 Front Desk and Housekeeping shifts ensuring completion of assigned shift checklist and other duties.

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

• Understands the functions of every department.

• 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.

• Operates all department equipment as necessary and reports malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands night audit procedures and able to comprehend and utilize reports as necessary.

• 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.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Verifies accuracy of room rates to maximize revenue opportunities

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

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

• Assists in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.

• Sets a positive example for guest relations.

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

• Assists in the review of comment cards and guest satisfaction results with employees,

• Always follows company policies and procedures.

• Ensures fair treatment and respect of employees and guests

• Other duties as assigned by supervisor or management

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 Hotel and Restaurant Management, Hospitality, Business Administration, or related major

   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.

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