What are the responsibilities and job description for the Hospitality Operations Manager position at Spirit Investors?
Position Overview: A Hospitality Operations Manager is responsible for overseeing and coordinating all daily aspects ofhospitality services at the Heaven’s Door Visitor Center. They ensure that guests or customers have a positive and enjoyable experience while maintaining high standards of service, cleanliness, and efficiency. The role of a Hospitality Manager is pivotal in creating a welcoming and pleasant atmosphere, ultimately contributing to customer satisfaction and loyalty. This role also requires the alibility to champion the Heaven’s Door brand with knowledge and industry expertise. A Hospitality manager plays a critical role in ensuring the success of a business's hospitality department. They must possess strong leadership skills, a passion for customer service, and the ability to create a positive and memorable experience for all guests or customers.
Key Responsibilities:
Guest Relations:
- Welcome and greet guests or customers upon arrival.
- Address any inquiries, complaints, or concerns promptly and professionally.
- Ensure that guests' needs are met and that they have a memorable experience.
Staff Management:
- Supervise hospitality staff, including overall maintenance and cleanliness of the visitor center.
- Conduct performance evaluations and provide constructive feedback to maintain a high-performing team.
- Foster a positive and inclusive work environment.
Operational Excellence:
- Oversee the daily operations of the hospitality department to ensure smooth functioning and adherence to policies and procedures.
- Monitor and maintain cleanliness, safety, and maintenance standards of the facility.
- Experience in actively managing/building a staff schedule that adheres to budget expectations.
- Fully comply with all city, county, state, and federal regulations that pertain to health, safety, and labor requirements for guests and teammates.
Customer Service:
- Set and maintain high service standards to exceed customer expectations.
- Handle escalated customer issues or complaints with empathy and problem-solving skills.
Event Management & Promotions:
- Support the Event & Sales manager to make sure all events are executed with extreme detail and satisfaction.
- Collaborate with other departments, suppliers, and vendors to provide exceptional event experiences.
Compliance and Safety:
- Ensure compliance with local regulations, health, and safety standards within the hospitalitydepartment.
Qualification and Skills:
- Leadership skills−Strong communication skills−Collaborative skills−Experience in managing daily operations.
- Flexibility and willingness to adapt to ongoing business trends and client requests.
- Advanced knowledge of cocktails, spirits, wine, beer and the ability to develop andcontinually train and develop the staff.
Education and Experience Requirements:
- Bachelor’s degree in hospitality management, Business Administration, or a related field(preferred).
- Proven experience in the hospitality industry, with at least 2 years in a supervisory ormanagerial role.
- Excellent communication, leadership, and interpersonal skills.
- Strong organizational and time management abilities.
- Customer-oriented with a focus on delivering exceptional service.
- Proficiency in computer systems, reservation software, and other hospitality-related applications.
