Operations Manager

GENERAL PURPOSE

Plan and manage the following functions of the hotel (Front Office, Housekeeping, Laundry, comp F&B) to achieve customer (guest, employee, corporate and owner) satisfaction and quality service while meeting/exceeding financial goals.

Position is responsible for short and long term planning and day-to-day operations of the above areas in the hotel. Develops and recommends the budget, marketing plans and objectives and manages within those approved plans.

ESSENTIAL DUTIES/RESPONSIBILITIES

Manage the Human Resources in the group in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.

Develop, recommend, implement and manage the group's annual budget, business/marketing plan, forecasts and objectives to meet/ exceed management expectations.

Implement company programs (company/franchise), develop local programs and procedures and manage the operations of the group, ensuring compliance with SOPs, safety regulations and all other federal, state and local laws and regulations to ensure optimal levels of quality service and customer satisfaction.

Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

Comply with emergency organizational procedures and training assigned Departmental Ambassadors to ensure appropriate protection for the hotel quests, staff and company asset.

Promote an accident prevention program to minimize liabilities and related expenses.

Manage the maintenance/sanitation of the front and back of the house to protect the assets, comply with regulations and ensure quality service and customer satisfaction.

Assume the responsibilities of the General Manager in his/her absence.

OTHER DUTIES/RESPONSIBILITIES

Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

No Travel Required.

Hours Required: Forty to fifty hours over a five-day period; flexible; days and times may vary based on need.

SUPERVISORY DUTIES

One to twenty Ambassadors.

JOB QUALIFICATIONS

Requires advanced knowledge of the hospitality and business management fields.

Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.

Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.

Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.

Requires highly developed communication skills in leading Ambassadors and guest satisfaction.

Skills

Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.

Must have excellent literacy skills necessary for reports, policies and procedures.

Must have vision ability in order to visually inspect hotel.

Must have mobility to walk through the front and the back of the hotel.

Climbing approximately 20-30 steps 10% of the week

No driving required

No lifting, pushing, pulling or carrying required

Education/Formal Training

A four-year college degree or equivalent education/experience

Experience

Two to Three years of employment in a related position with this company or other organizations

Material/Equipment Used

Computer, telephone and calculator.

Environment

Inside 95% of the time.