Operations Manager - Full-time

Job Summary

The Operations Manager is responsible for continually focusing on achieving highest level of service and department profitability through revenue generation, cost controls, guest satisfaction and developing employees, while maintaining the integrity of the hotel.

Education & Experience

• At least 5 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 3 to 5 years of related experience.

Physical Requirements

• Long hours, flexible schedule sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have valid driver's license for the applicable state.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Wyndham Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by GSM, Director of Operations & General Manager.

Fundamental Requirements

• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management, vendors and other employees.
• Assists in hotel sales efforts, including calling on top ten accounts, meeting clients, hosting luncheons and receptions, and meeting with on-site contacts on a daily, weekly and monthly basis.
• Tour the operating departments, daily making adjustments as needed via department heads.
• Attends weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to Wyndham standards.
• Develop employees for future advancement through competency training and corporate sponsored training programs as assigned by Supervisor.
• Maintain direct contact with and monitor the development of trainees.
• Adhere to all Wyndham policies and procedures and train new employees to ensure compliance.
• Assists in the Wyndham’s budget process as required.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Wyndham standards.
• Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
• Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
• Motivate coach personnel according to Wyndham S.O.P.'s and ensure that employees are in compliance to the standards.
• Ensure that all employees receive fair and equitable treatment according to Wyndham S.O.P.'s. 
• Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort. 
• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Ensure procedures for handling of the hotel safety specifically with regard to security and monthly safe audits are followed and occur.
• Complete required corporate training modules, and become certified to train those as required.
• Must then communicate, lead, delegate or implement activities.
• Manager must research possible activity ideas, trying or sampling new activities and evaluating them as needed.
• Must stay informed about new trends to offer popular activities. Activities may include sporting activities such as volleyball or beginner bocce lessons, games such as trivia, events such as karaoke nights, Yoga lessons or wine tastings, mixology, sushi classes, jogging, bike riding or activities such as crafts and dancing lessons.
• Works together with Special Events and Catering Managers to create activities for groups as needed
• Establishes positive relations with local vendors and other departments and employees to assist in Activities.
• Supervises other employees including Beach Club.
• Responsible for ordering, maintaining set up and storing of equipment and materials related to Activities.
• Proactively assists other departments as needed and/or as assigned by GSM.
• Participates in community and industry events as needed and/or assigned by supervisor.