Description

Leads the staff as coach and trainer in the proper execution of Front Desk, Housekeeping, Laundry, Maintenance, and Food Service standards. This includes the assessment of staff and property by walking the site and managing the team on a continual basis throughout the day. The Operations Manager will hire team members, manage performance, communicate feedback, administer discipline and train the team in successful performance of their jobs. The OM provides effective guest service and is responsible for the total site in the absence of the General Manager.

Essential Responsibilities:

1)Credit Card Charge-backs - Researches & responds in timely manner to ALL credit card chargeback notices, following established procedures, and advising GM of results.

2)Receives and resolves guest complaints and employee issues.

3)Performs functions of the General Manager in his or her absence.

4)Covers shifts in all departments as scheduled by the General Manager.

5) Corresponds with group and travel agents to answer special requests for rooms and rates.

6)Assists with sales and marketing efforts as directed.

7)Answers inquiries pertaining to hotel policies and services.

8)Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.

9)Complete daily/weekly/monthly checklists.

Selects or assists in the selection of hotel staff and completes all new hire paperwork.

Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations.

Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines.

Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.

Maintains personal contact with guests and with client/community organizations

Ensures implementation of all marketing programs

Meets or exceeds budgeted RevPar for hotel

Maintains product and service quality standards by conducting inspections, investigating complaints and initiating corrective action

Ensures proper care, maintenance and security of hotel’s furnishings, fixtures and equipment

Anticipates and documents capital expenditure requirements

Monitors and maintains procedure for control of supplies, keys, monies and credit

Ensures the sales and marketing efforts are constantly moving forward and remain dynamic.

Ensures the hotel staff is trained in good sales techniques and that these techniques are regularly followed

Produces reports accurately and on a timely basis

Responds to all guest comments/ Reviews

Will be required to report to work on time, wear a clean uniform and visible name at all times during schedules shift, as well as maintains a well groomed and professional appearance while on property.

Responsible for the promotion of a safe and professional workplace through adhering to policies and procedures as outlined in the G Lodging Standard Operating Procedures.

Has full knowledge, understanding and adheres of our company's handbook, SOP's, policies and processes; enforces those in a fair and consistent manner.

Practice safe working conditions under Occupational Safety and Health Administration guidelines to include Blood borne pathogens.

Attend all designated staff meetings and training sessions.

Trains new and existing management and employee staff in the various departments how to perform their job duties to the best of their abilities while in accordance with established objectives, policies, and procedures.

Performs other duties as assigned, requested or deemed necessary by supervisor or Corporate Management.

Maintains a professional and positive attitude when communicating with guests and associates.

Demonstrates excellent listening skills and communicates effectively while conveying patience and understanding.

Treats all customers with dignity and respect and establishes a trusting relationship with them, while maintaining confidences.

Works collaboratively with all Team Members and takes whatever action is necessary to provide the highest level of service to all customers of the hotel.

Anticipate guests and fellow team member needs, respond promptly and acknowledge all guests and team members, however busy and whatever time of day; be familiar with all Hotel services/features and activities to respond to guest inquiries accurately.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.

Knows all safety and emergency procedures. Is aware of accident prevention policies.

Insures company’s cash handling procedures are adhered to at all times.

The responsibility of a management position will require you to achieve a work week of approximately 50 hours. In addition you will be required to be available to work evening and weekends.

COMPETENCIES:
STRATEGIC SKILLS
Proficient in position required job skills and knowledge. Intelligent in grasping and integrating new information. Is an active learner with a strong sense of curiosity. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions.
OPERATING SKILLS
Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives. Is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results.
DRIVE
Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks. Strives to exceed expectations and goals.

PERSONAL AND INTERPERSONAL SKILLSWelcoming and warm personality. Able to engage easily and actively connect with others. Is genuinely caring and compassionate; visibly demonstrates desire to understand others. Creates confidence and trust with others, is socially aware of self and others and is known for communicating the right message at the right time. Utilizes a variety of approaches and communication techniques tailored to each situation. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience. Positively accepts and provides feedback.

Requirements

1)Ability to work well under limited supervisors.

Familiar with local area and attractions.

Less than three moving violations in the three previous years. No DUI convictions.

Must have current driver’s license.

Read, write and speak English fluently.

Successful completion of criminal background

Must be flexible regarding scheduling, including weekends and holidays as it is based on business demands.

Requires the ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with customers

Must be well organized with the ability to handle a variety of responsibilities and constantly changing priorities, while maintaining an upbeat, customer service focus.

Must be a team-oriented individual who enjoys working collaboratively with others, creating a positive and uplifting environment, and communicating effectively at all levels.

Must be a flexible, highly customer service and people oriented individual who demonstrates compassion, patience and understanding and is willing to do whatever it takes to provide the highest level of service.

Takes pride in personal appearance and professional demeanor.

Must be able to work in a fast paced environment providing courteous service and engaging the guests in conversation.

Proficient in functionality in MS Word, MS Excel, and MS Outlook.

Must be proficient with computer and computer-generated data.

A ‘roll up the sleeves’ leader who is detail oriented with a strong work ethic.

Someone who is creative yet has common sense and is practical in the real world.

Must have basic mathematical skills and basic calculator skills.

Capability of building long-term relationships and being part of a rapidly growing business.

Personal accountability and pride in results will be important for this executive to possess.

Must have the ability to effectively deal with guest or associates in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer, vendor, or associate and providing positive and proactive solutions.

Excellent communication skills, public speaking, written and oral, with the ability to customize the message to the audience such as guest, team member, owner, and other stakeholders.

Must have analytical and problem solving expertise.

Ability to attract, motivate, lead, inspire and direct a talented team

Excellent industry reputation and interpersonal communication skills.

A strong business orientation, capable of and comfortable with operating in an environment, which places high expectation on integrity and relationship building skills.

A good communicator, someone that will keep all parties informed in an organized, coherent manner.

Must have the ability to examine financial data and assure accuracy and quality.

Ability and willingness to work 50 to 60 hours per week.

Physical Requirements:

Mobility -. regularly required to stand; walk; use hands/ fingers, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.

The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

The employee must be able to see differences in widths and lengths of lines such as those on graphs.

Must be able to sit in front of computer screen for long period of time. (2 hours)

Exposure to chemicals.

Continually moving at a fast pace

Prerequisites:

High School Diploma required;

University degree in hospitality, and/or CHA, preferred

Minimum of two (2) years of work experience in the hotel industry, with a multi-disciplinary background

Experience in a leadership role managing annual revenue