Operations Supervisor

POSITION PURPOSE:

Create and maintain a guest-driven hotel that exceeds guest expectations at the Front Desk and Food and Beverage Operations.  Provide an atmosphere that inspires the hotel team members to do their best.  Oversee the quality process to ensure guest satisfaction through consistent delivery of both quality product and service in accordance with the hotel’s profitability goals while fulfilling the value requirements of the guest.  This should be accomplished through the daily execution of the Olshan Properties, Inc. Mission Statement. 

ESSENTIAL FUNCTIONS:

• Actively participate in the day to day operation of hotel include checking guests in/out and supporting food and beverage service 
• Promote food and beverage outlets through guest recommendations, special events and upselling techniques. 
• Establish credit control with guests, monitor high balances and cash handling procedures
• Assist in the training of team members of PMS, Menu, steps of service, brand requirements etc.  
• Focus on training service standards and holding team accountable to them
• Report to Operation managers on team member progress and opportunities for improvement
• Build a positive high energy culture that promotes excellence, team work, and open communication through bulletin boards, break room, department meetings, daily line-up, all team meetings, Olshan Outreach, birthday’s and anniversaries etc.  
• Lead PM line up meetings, sharing GSS scores and feedback, BEOs, groups in house, arrivals, etc.
• Deliver on the Brand’s loyalty program and all other Brand initiatives / trainings
• Make sure excellent customer service is provided throughout all steps of reservation, check-in/out process and steps of service in food & beverage areas. 
• Build a culture where Elite members are recognized, find ways to surprise and delight our guests.
• Ensure team is knowledgeable of the hotel, its amenities, Easton Town Center and area businesses
• Execute banquet event orders as needed
• Be visible in the hotel during peak times connecting and building rapport with guests
• Make sure property condition, cleanliness, and quality of product and service throughout the hotel meet expectations  
• Support team in Brand Standard Audit readiness throughout hotel
• Ensure safety is a priority; team members are trained in life safety, emergency procedures, tips training, equipment is maintained etc.
• Support in the cleaning of the food and beverage areas
• Maintain organized inventory areas and report to Operation Managers when supplies are low
• Inspect rooms and support in housekeeping as needed

Other:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all team members are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILL, AND, ABILITY:

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. 

• Knowledge of hotel operations, security and safety programs, maintenance, quality assurance programs, PMS and POS
• Ability to motivate, lead and set positive examples for the staff
• Ability to set priorities, plan, organize, delegate, and multi-task to meet deadlines and goals
• Ability to read, write, speak listen effectively and understand the English language to communicate with management, staff and guests – being persuasive, clear and to the point.  Written communication skills to be concise, well organized, complete, clear and understandable 
• Ability to move throughout premises and visually inspect conditions including bending, stooping and reaching arms overhead.
• Ability to work effectively under time constraints and deadlines.
• Ability to remain stationary and concentrate on tasks for long periods of time.
• Knowledge of Work Order system
• Protect employer’s privacy and data; keep passwords safe.
• Knowledge of hotel offers and local area including seasonal offerings
• Ability to handle stress in challenging situations
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

QUALIFICATION STANDARDS

Education: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Experience: Minimum of two years front office and/or food and beverage 

Licenses or Certificates:  

• CPR Certification and  First Aid training preferred
• TIPS training
• ServSafe training

Grooming: All team members must maintain a neat, clean and well-groomed appearance (as outlined in the Employee handbook).                                                                         

Other: Applicants with additional language skills preferred.