Hotel Operations Manager At Hilton Madison Monona Terrace

Beverly Garland's Holiday Inn Madison , WI 53706

Posted 6 months ago

Hilton Madison Monona Terrace is in search of a Hotel Operations Manager to lead our growing Operations team!

If you have hotel operations leadership experience and you're ready for the next step in your management career, this could be the perfect position for you! Our Operations Manager is responsible for overseeing all operating departments in the hotel. This role will prepare you for a Director of Operations position in the future.

Position Purpose:

The Operations Manager is responsible for assisting the General Manager and Director of Operations in the direction of the Front Office, Housekeeping, and F&B departments. The Operations Manager is responsible for assisting in the management and motivation of personnel with supervision to include staffing, training, discipline, special projects, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards providing an outstanding guest experience. Effective communication with guests and employees is required to answer questions, and provide clear direction in advising and instructing staff in details of the job. This position is also required to effectively listen to, understand, and clarify concerns and issues raised by guests and employees, while maintaining composure, objectivity, evaluating and selecting the most prudent course of action quickly and accurately.

Essential Functions:

  • Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.

  • Assist the Hotel Leadership Team in supporting and directing the activities of Rooms and/or F&B Divisions

  • Support and direct Department Managers

  • Participate in weekly forecasting and annual budgeting processes.

  • Maintain complete knowledge of correct maintenance and use of equipment.

  • Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

  • Maintain positive guest relations at all times while keeping the lines of communication between departments open to ensure the best service for the guest.

  • Resolve guest complaints, ensuring guest satisfaction.

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

  • Monitor SALT and respond to guest comments as appropriate.

  • Maintain complete knowledge at all times of:

  • All hotel features/services, F&B Outlets, hours of operations

  • All room types, numbers, layout, dcor, appointments and locations

  • All room rates, special packages and promotions

  • Daily house count and expected arrivals/departures

  • Out of Order rooms and why they are Out of Order

  • Room availability status and rate for any given day

  • All hotel departmental policies and procedures

  • Knowledge of Staff members and their needs

  • Access all functions in OnQ, Micros and ADP.

  • Ensure current information on rates, packages and promotions is available to the front desk and room reservations.

  • Review future group requests and how they may affect the operation. Prepare the operating departments for these events.

  • Assign work duties to staff on a daily basis.

  • Effectively communicate with other managers / directors and resolve challenges appropriately.

  • Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies as they arise.

  • Monitor business levels and make schedule recommendations accordingly.

  • Assist all departments with anticipating and managing to future business needs.

  • Review all resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures

  • Assist in the day to day operation of Front Desk, Housekeeping, and F&B as required.

Position Requirements:

  • Must exhibit professionalism and lead by example.

  • Must provide a supportive work environment to all staff.

  • Organization and time management is required when prioritizing guest needs, team member support, and special projects.

  • Must exhibit a patient yet attentive demeanor when working with multiple guests in a high stress environment.

  • Well versed in written and verbal communication.

  • Experience as a department head preferably in hospitality operations is desired.

BENEFITS:

  • Medical, dental, vision and life insurance offered for eligible full time associates following 30 days of employment

  • 401K available for eligible associates following 90 days of employment

  • Paid vacation time for eligible associates following 6 months of employment

  • Free meal per shift

  • Free employee parking

  • Discounts at Hilton Worldwide hotels and Marcus Hotels & Resorts

  • Discounted movie tickets

  • Ability to transfer within the company

  • Hilton branded training

  • We are dedicated to the advancement, training and education of our associates and support promotion from within Marcus Corporation

  • We are an equal opportunity and drug free work place

  • This organization participates in E-Verify

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Hotel Operations Manager At Hilton Madison Monona Terrace

Beverly Garland's Holiday Inn