Operations Desk Manager - Hotel

The Operations Manager is responsible for ensuring the operation of the hotel in

an attentive friendly efficient and courteous manner providing all guests with quality

service prior to and throughout their stay while maximizing room revenue and

occupancy. Management-level associates are expected to work as much of each

workday as is necessary to complete their job responsibilities.

QUALIFICATIONS:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.

• Supervisory experience required.

• Must be proficient in Windows operating systems Company approved spreadsheets and word processing.

• Must have a valid driver’s license from the applicable state.

• Must be able to convey information and ideas clearly.

• Must be able to evaluate and select among alternative courses of action quickly and accurately.

• Must work well in stressful high pressure situations.

• Must maintain composure and objectivity under pressure.

• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.

• Must have the ability to assimilate complex information data etc. from disparate

sources and consider adjust or modify to meet the constraints of the particular need.

• Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.

• Must be able to work with and understand financial information and data and basic arithmetic functions.

JOB RESPONSIBILITIES:

• Respond to all guest requests problems complaints and/or accidents in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.

• Motivate coach counsel and discipline guest facing personnel.

• Ensure compliance to brand and company training using the steps to effective training according to hotel standards.

• Prepare and conduct all guest facing interviews and follow hiring procedures.

• Develop employee morale and ensure training of guest service personnel.

• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.

• Attend all required management meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.

• Participate in required M.O.D. program as scheduled.

• Be responsible for developing a manager as assigned.

• Review operations staff's worked hours for payroll compilation and submit to Accounting on a timely basis.

• Prepare employee Schedule according to business forecast payroll budget guidelines and productivity requirements.

• Ensure that revenues are posted and collected with consistent and accurate billing.

• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.

• Work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies chargebacks etc.

• Operate all aspects of the computer system including software maintenance report generation and analysis and simple programming.

• Monitor proper operation of the P.B.X. console.

• Monitor the process of taking reservations and that up selling techniques are maintained.

• Greet and welcome all guests encountered

• Understand hospitality terms.

• Ensure correct and accurate cash handling of the hotel team.

• Attend monthly team meetings and any other functions required by management.

• Attend weekly staff meeting and provide training on a rotational basis.

• Obtain all necessary information whenever taking room reservations.

• Ensure logging and delivery of all messages packages by the team, and mail in a timely and professional manner.

• Be aware of all rates and promotions currently underway by hotel or brand.

• Ensure that employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.

• Manage the "Lost and Found" procedures and policies in hotel.

• Establish and maintain key control system with General Manager and other assigned managers.

• Focus the guest facing team in contributing to the elevation of guest service scores.

• Review activity reports generated by Night Audit and front desk team.

• Review front desk log book and/or guest log.

• Assist the General Manager and Engineering Department in implementing and

maintaining emergency procedures.

• Become familiar with hotel brand rewards program

• Other duties as required.

Property Details

Welcome to the Holiday Inn Express Towson - Baltimore North hotel. Enjoy a peaceful stay in our updated rooms and suites, conveniently located near Towson and downtown Baltimore.

Discover the best of Baltimore from our prime location. We're a short distance from Towson University, Goucher College, Morgan State University, Loyola University Maryland, Notre Dame of Maryland University, and major medical centers. With easy access to I-695, I-83, and I-95, getting around is a breeze.

Start your day right with our complimentary breakfast buffet. Relax by our seasonal outdoor pool or stay fit in our state-of-the-art fitness center. Whether you're here for business or pleasure, we've got you covered.