Hotel Operations Manager

Lodging Dynamics Omaha , NE 68154

Posted 3 weeks ago

Operations Manager Job Overview:

Responsible for active supervision of all department disciplines, ensuring that there is an atmosphere of good public relations towards guests and associates and community.

Operations Manager Education and Experience:

  • Associate's or Bachelor's degree in hospitality/hotel management preferred but not required

  • At least 2 years' experience in hotel operations, sales and marketing, or related professional area.

  • At least 1 year of management experience is not required but is preferred

Operations Management Competencies:

Aligning Performance for Success

  • Skilled at focusing and guiding others in accomplishing work objectives.

Building a Successful Team Skilled at building a cohesive team and facilitating goal accomplishment.

Building Strategic Working Relationships

  • Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.

Building Trust

  • Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.

Business Acumen

  • Ability to understand and utilize economic, financial, and industry data; accurately analyzing data to make informed business decisions and develop strategies.

Communication

  • Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.

Customer Focus

  • Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.

Executive Disposition

  • Commands attention and respect; advocates for the objectives and values of their hotel brand and LDHG; demonstrates composure under pressure; exhibits flexibility and adaptability.

Leading Through Vision and Values

  • Keeps LDHG's values and business strategy at the forefront of decision making and actions.

Strategic Decision Making

  • Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.
Operations Manager Skills and Knowledge:

Analytical/Critical Thinking

  • The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.

Customer and Personal Service

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Economics and Accounting

  • Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data. Revenue Management

  • Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).

Administration and Management

  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Oral Comprehension

  • The ability to listen to and understand information and ideas presented through spoken words and sentences.

Management of Financial Resources

  • Determining how money will be spent to get the work done, and accounting for these expenditures.

Personnel and Human Resources

  • Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.

Sales and Marketing

  • Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Writing

  • Communicating effectively in writing as appropriate for the needs of the audience.

Reading Comprehension

  • Understanding written sentences and paragraphs in work related documents.

Public Safety and Security

  • Knowledge of relevant equipment, policies, procedures, and strategies to promote effective operations for the protection of people, data and property.

Number Facility

  • The ability to add, subtract, multiply, or divide quickly and correctly.

Law and Government

  • Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).

Operations Manager General Functions:

  • Recruit, hire, train, counsel and motivate all associates in the front office and housekeeping departments of the hotel.

  • Actively supervise all operations personnel with authority to issue oral and written warnings and reprimands when policies and procedures have been violated or to document poor work performance, and to discharge employees, with grossly negligent cases being approved by an above property representative or in conjunction with Human Resources.

  • Participate in departmental expense and labor budgeting preparation.

  • Schedule personnel within budget guidelines to assure adequate staffing to maintain service levels.

  • Develop department attitude of attentiveness and anticipation of guest needs.

  • Ensure guest special requests are fulfilled promptly and associates take ownership of issues.

  • Ensure proper delivery of all guest services, including but not limited to breakfast service, dry-cleaning, mail delivery, grocery shopping, Business Center, wireless Internet, etc.

  • Resolve guest complaints with Guest Relations concerning the hotel, or guest billing and chargeback inquiries.

  • Process & reconcile daily cash deposits.

  • Monitor posting of guest charges to minimize lost revenue.

  • Ensure front desk personnel perform bucket checks each shift and monitor rate variances.

  • Coordinate reservations and efficient group registration with Sales Department.

  • Ensure an effective cash control system is in place and that all credit card and check cashing policies are followed.

  • Maintain efficient operations and inventory controls for the hotel Market (i.e. gift shop).

  • Responsible for the administration of key control procedures.

  • Ensure proper procedures for guest safety deposit boxes, guest mail and packages.

  • Educate department personnel on emergency procedures, safety precautions, and safe work habits.

  • Promote good employee communication through department meetings, employee feedback, oral and written communication, and proper training.

  • Participate in the weekend MOD development program and host social hour (if relevant), as assigned.

  • Process and track brand certificates (frequent guest programs, brand coupons and reimbursements, etc.) when presented as forms of tender to ensure we receive reimbursement from the brand.

  • Oversee and approve the monthly Direct Bill accounts and statements and send out invoices as often as necessary to maintain the accounts receivable balance within 60 days past due.

  • Ensure all hotel supplies are properly stocked and/or all hotel equipment is in proper working condition.

  • Process accounts payable invoices for the hotel, including monitoring travel agent commission requests.

  • Lead and conduct the brand daily stand up meetings.

  • Carry out any reasonable request by Management.

  • Participate in and actively contribute to weekly Sales Meetings and conduct monthly Staff Meetings.

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Hotel Operations Manager

Lodging Dynamics