Hotel Operations Manager

Key Responsibilities:

• Utilize extensive hospitality industry knowledge to address complex operational issues.

• Remove barriers and procedures that hinder quality guest service.

• Evaluate employee performance, providing immediate feedback to improve productivity and recognize positive performance.

• Monitor occupancy rates and demand forecasts, making recommendations for current and future rates.

• Mentor, coach, and guide employees to work successfully in a team environment.

• Coordinate with Front Office Managers to interview and evaluate applicants for promotion.

• Address and resolve employee complaints.

• Assist in resolving guest complaints and issues promptly.

• Conduct regular inspections of the Lobby to maintain property quality standards.

• Contribute to developing marketing strategies to increase volume and market share.

• Collaborate with department supervisors to identify and resolve operational inefficiencies.

• Inform supervisors of any issues affecting departmental operations.

• Assist in setting short and long-term departmental objectives.

• Monitor the achievement of objectives and prepare status reports for senior management review.

• Provide empowerment guidelines for department employees and establish clear boundaries of responsibilities and authority.

• Document and report any issues affecting departmental objectives to the Executive Director of Hospitality.

• Prepare, meet, or exceed monthly and annual departmental budgets, providing supporting documentation as needed.

• Justify budget variations and projected increases for new projects.

• Ensure the department operations manual is current and accurately reflects employee duties and functions.

• Stay updated with the latest industry equipment and techniques.

• Maintain the highest level of customer service across departments.

• Oversee daily operations of the Front Desk and Guest Services.

• Perform additional duties as necessary for the department's success.

Qualifications:

• Minimum of three years of supervisory experience in hotel operations at a major hotel resort.

• Proven experience in developing, implementing, and evaluating guest service standards.

• Technical knowledge of property management systems.

• Ability to develop solutions to maximize departmental effectiveness.

• Flexibility to work varied shifts, including weekends and holidays.

• Effective communication skills in English, both verbal and written.

• Professional appearance and demeanor.