Operations Manager (AGM)

General Responsibilities

• Directly supervise all maintenance, laundry and housekeeping personnel and ensure proper completion of all housekeeping, laundry, and maintenance duties.
• Direct and coordinate all the cleaning and maintenance activities of the Hotel’s facilities, including routine and deep cleaning of guestrooms, public areas, back of the house and laundry operations and the routine maintenance and properly scheduled preventative maintenance.
• Ensure the proper appearance of the Hotel from the entrance to the roof. Direct and coordinate the cleaning and maintenance of the parking lot and walkways, the property landscaping, service and trash areas, and the exterior of all buildings.
• Function as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Scheduling:
  • Schedule all housekeeping, laundry, and maintenance personnel.
  • Track and maintain labor hours and labor standards for all housekeeping, laundry, and maintenance activities.
• Profit:
  • Effectively control and manage all housekeeping, laundry and maintenance operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies. Monitor and control daily costs per occupied room (CPOR) for all housekeeping and maintenance activities.
• Quality:
  • Facilities: Ensure that the hotel meets/exceeds SMG and Brand quality standards.
  • Guest Service: Ensure that the hotel meets/exceeds SMG and Brand standards for guest satisfaction.
• Leadership:
  • Leading: Motivate, coach and train laundry and housekeeping team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic: Demonstrate an elevated level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to SMG’s Standard Operating Procedures.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the SMG VP of Operations.
• Understand and be able to use the property management system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the housekeeping, laundry, and maintenance staff.
• Maintain proper staffing in all areas of responsibility.
• Prepare and post the housekeeping, laundry and maintenance staff work schedules in a timely fashion.
• Conduct regular performance reviews of staff.
• Read front office communications logs daily.
• Monitor appearance of all housekeeping, laundry and maintenance staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Exhibit good leadership skills.
• Conduct an inventory of all housekeeping, laundry, and maintenance supplies on the last day of each accounting period.
• Order, check and maintain housekeeping, laundry, and maintenance supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in housekeeping, laundry, and maintenance operations.
• Manage guest complaints effectively.
• Be willing and able to work any shift and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedule for housekeeping, laundry, and maintenance staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for housekeeping, laundry, and maintenance.
• Be knowledgeable of room types and standards for supplies.
• Open and close rooms as required for maintenance.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.   
•   Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good collaborator
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.