Operation Manager (DC) - Full-time / Part-time

Donohoe Hospitality Services is always looking for the most qualified and experienced professionals in the industry. We invite you to view our current career opportunities and apply.

OPERATIONS MANAGER

Position Summary:
Oversees hotel operations with direct oversight and responsibility for the Front Office and Food and Beverage departments in the areas of employee engagement, guest satisfaction and profit optimization

Essential Functions:
• Create and sustain a customer-focused culture that consistently exceeds guest expectations and delivers the hotel and brand’s service hallmarks.
• Varied work hours required, including weekends and holidays
• Hire, train, counsel and motivate department(s) personnel, payroll administration for department(s) personnel, and conduct all department(s) personnel performance appraisals.
• Maintain hotel's image on travel and social media sites through efficient recognition and response to feedback and posting information that will further drive up the hotel's positives
• Schedule staff according to budget and forecast guidelines; adjust schedule as needed to meet hotel demands and bring wages in at budget or better.
• Responsible for tracking Guest Satisfaction and loyalty scores; follow up on guest complaints to ensure future patronage; keep Front Desk and Food and Beverage informed of GSS scores in relationship to hotel’s goals.
• Complete and submit monthly food and beverage inventories
• Work closely with housekeeping, engineering and sales to ensure groups, guests and special functions are handled smoothly.
• Ensure guest special requests are logged in Hotel Service Pro and fulfilled.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Train employees on hotel’s safety/emergency procedures.
• Train staff and ensure that the proper cash handling policies are in place and being followed.
• Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
• Responsible for training staff on brand standards: (i.e. service, hotel marketing, guest service promotions and/or advertisements).
• Hold daily Smart Start meetings and monthly departmental meetings.
• Responsible for ordering and maintaining food and beverage pars and front office supplies, market supplies, business center and equipment in accordance with budget guidelines.
• Responsible for working with technicians to resolve POS and other computer related malfunctions.
• Responsible for training staff on Front Desk and Food and Beverage POS systems.
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook.
• Work with DOM and Executive Housekeeper to properly prepare for the arrival of VIP clients, site visits, Marriott Rewards members, etc.
• Coordinate wait-listed reservations with sales department.
• Coordinate group blocks with sales department and housekeeping department.
• Post Charges as necessary for BEO

Education/Experience:

• Minimum of 3 years of Front Desk department head experience in a medium size to large hotel
• Prior experience in managing payroll, controllables and other costs to yield budget or better margins
• Prior Food and Beverage experience is a plus, but not required

Skills and Abilities:

• Clear, concise written and verbal communication skills.
• Excellent customer service skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
• Effective listening skills.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain an even keel in difficult situations and exhibit good judgment.