The Hotel Operations Supervisor will be responsible for assisting the hotel team with the day-to-day operations where he/she will rotate amongst the front desk, teleservices, valet, and housekeeping areas. The job rotation will be approximately eight (8) months before moving to the next area of the hotel operations.
CORE SCOPE OF POSITION
Assists the leadership team in overseeing the day-to-day hotel operations in the assigned area.
Guides and directs hotel team members to ensure all service requirements are understood and met.
Schedule team members to ensure all areas and shifts are adequately covered.
Provides cross-training of team members for all shift-related duties and responsibilities.
Provides coaching, monitoring, and disciplining of team members when team members job performance are not up to par.
Evaluates and monitors team member performance on an ongoing basis.
Develops, evaluates and recommends team members for promotions.
Participates in the recruitment of all hotel positions, making hiring decisions.
Administers, enforces, and ensures that all team member policies and all company policies, procedures, rules and regulations are followed.
Establishes and maintains effective channels of communication with team members and guests.
Assists in managing hotel reservation/inventory system such as Global Distribution System as well as loading and maintaining rates and information in the designated system.
Monitors random calls coming to the enterprise to ensure goals and objectives are met, making sure guests receive the correct information, measuring the length of call and conversation.
Performs room inspection prior to guest arrival to ensure cleanliness standards are met.
Initiates and directs heavy cleaning so that the highest level of productivity is maintained and completion schedules are met.
Performs inspection of the valet areas to ensure cleanliness standards are met and the efficiency of valet operation.
Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the hotel policies and procedures.
Complies with and follows Viejas guest service standards.
Performs other duties as assigned.
Interacts with internal and external guests with a positive attitude and professionalism at all times.
Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.
KNOWLEDGE AND SKILLS
Ability to communicate clearly and effectively both orally and in writing.
Working knowledge of Microsoft Office, Word, and Excel.
Ability to logically and independently plan, organize, and complete work; initiative; well-developed inter-personal skills.
Ability to set and achieve high standards of performance.
Ability to make progress on multiple assignments under time constraints.
Excellent analytical, problem-solving, critical thinking and decision-making skills.
Ability to conduct analyses and generate reports to reflect findings; direct a work force, provide support to team members and delegate job duties.
Ability to express ideas or make recommendations concerning job related issues.
Ability to learn specific job duties and complete work assignments.
Ability to maintain knowledge of basic concepts and techniques of business operations.
Ability to perform the manipulation of numbers and basic math calculations.
Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
PHYSICAL DEMANDS/WORK ENVIRONMENT
Position Type Full-Time/Regular