Assistant General Manager/Operations Manager

Assistant General Manager/Operations Manager

Luxury Boutique Hotel | Rooms-Only Property

The Sabal House, managed by Hay Creek Hotels, is actively searching for an efficient, detailed, and self-motivatedAssistant General Manager/Operations Manager to join our team of professionals to assist in overseeing all departments of the Hotel under the direction of the General Manager. To maximize profitability, control costs, and ensure quality standards are met while ensuring and providing 100% guest satisfaction.

Job Summary:

• Assist GM in the management of daily operations including service standards, promotions, marketing, comps and voids, capitalizing sales, inventory, budget, revenue management and labor cost management.
• Management of on-site short term rentals.
• Create and maintain relationships with clients and guests, with a strong passion to elevate one's overall experience at the property. Must be willing to become the face of the property, exercising pro-active community involvement and interpersonal guest services.
• Consistently practice, lead, and train staff in all HCH service culture programs, standard operating procedures (SOP), guest service standards and local hotel policies.
• Assist GM in operational staffing needs to include: hiring, training, scheduling, managing, evaluating, counseling, disciplining, and motivating of new hires.
• Manage and oversee housekeeping department to include room inspections and inventory of room supplies. Ensure all public space cleanliness meets HCH standards.
• Oversee upkeep and maintenance of the property and work in conjunction with on-site maintenance staff.
• Manage department expenses to ensure they are in line with monthly budget. Assist department managers in financial budgeting, managing expenses and costs, and assist in reaching overall financial goals.
• Ensure monthly department meetings are being held to support and refresh hotel standardsand attend as needed.
• Implementation and maintenance of a successful Yield Management Program.
• Coordinate with GM and third party media managers to increase SEO and maintain upkeep of all media sources including; Hotel website, Social Media Pages, Google+, etc.
• Assist in the development and implementation of third party promotions, internal marketing initiatives, packages and other offerings.
• Work in conjunction with all departments and their managers, contacting the necessary persons when a problem is reported.
• Professionally handle escalated guest complaints, solve problems, apologize/empathize, and follow up with all guest complaints, maintenance issues, and safety concerns using HCH service culture standards.
• Review daily reservation transaction reports, forecasts and revenue reports and ensure overall accuracy.
• Remain present on property during peak service dates and times. All managers are expected to be customer-facing, readily available, and turn attention to guest needs at peak times.
• Remain aware of room availability and guests' accounts, as well as reservations on the books, to anticipate and determine staffing levels and overall service needs. Working knowledge of all rates, packages, and booking restrictions.
• Have a thorough working knowledge of hotel Property Management Software.
• Handle all lost and found inquiries efficiently and professionally, following proper guidelines.
• Responsible for safekeeping and issuance of managerial and room keys.
• Flexibility to complete daily operational needs wherever and whenever needed in order to satisfy any gaps in operations or service needs, including entry level job duties and job duties in other departments, all according to HCH SOP's.
• Understand, practice, train, and enforce all health, sanitation, safety and security laws, labor laws, state certifications/licensing, Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy, and Violence in the Workplace Policy.

• Recent 3+ years Hotel Manager, or Operations Managerexperience required.
• Experience with condo-hotel, vacation rental, or short-term rental operations.
• Strong background in Rooms Division.
• Experience in luxury environment.
• Excellent computer skills including; Excel, Word & Outlook.
• Experience in Property Management Software.
• Excellent verbal and written communication skills.
• Strong Cost Management skills, with the ability to meet or exceed strict budgetary expectations.
• Daily Revenue and P&L Reporting exposure and knowledge.
• Strong background in hotel forecasting preferred.
• Comfortable with managing and leading a team with motivation, accountability, and regular follow-up.
• Ability to establish a strong service culture and maintain high customer service standards.
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality.
• Successful completion of background check and/or DMV check.
• Weekend availability for high volume days is required.