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
Building a Successful Team Skilled at building a cohesive team and facilitating goal accomplishment.
Building Strategic Working Relationships
Leading Through Vision and Values
Strategic Decision Making
Customer and Personal Service
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
Management of Financial Resources
Personnel and Human Resources
Sales and Marketing
Public Safety and Security
Law and Government
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.