Hospitality Operations Supervisor - Westfield Country Club

Hospitality Operations Supervisor

Founded in 1848, Westfield is a global leader in property and casualty insurance, delivering superior risk insights and innovative solutions to customers through a diverse portfolio of insurance products. Westfield underwrites commercial, personal, surety, and specialty lines of coverage through a network of leading independent agents and brokers in the United States and specialty products through Lloyd's of London Syndicate 1200. As a mutual insurance company with more than 3,000 employees, Westfield has revenues in excess of $4 billion and more than $10 billion in assets.

Job Summary

The Hospitality Operations Supervisor supervises the Hospitality Operations team and is responsible for providing day to day supervision for the assigned Corporate Hospitality operation location (e.g., Conference Center, Hotel, Country Club, and/or Corporate Dining). The role assists in leading and is responsible for staff performance pertaining to production of products and consistent quality of service as defined by standard operating procedures and experience maps. The role manages the customer experience and addresses their questions and/or concerns and collaborates with and supports leaders in other Hospitality locations.

Job Responsibilities

• Manages day-to-day operations of the assigned Corporate Hospitality operation location including the Conference Center, Hotel, Country Club, and/or Corporate Dining. Serves as Manager on Duty for assigned shifts.
• Ensures exceptional guest experiences by closely monitoring service levels, addressing guest feedback and concerns promptly, and taking proactive measures to exceed expectations.
• Oversees and guides a team of hospitality staff, including food and beverage personnel, hotel personnel, and other operational roles, ensuring adherence to Hospitality standards, policies, and procedures.
• Schedules staff based on anticipated operational needs, labor budget guidelines and monitoring of actual labor hour costs and controls.
• Plans and allocates resources effectively to meet operational needs, ensuring appropriate staffing levels, efficient shift scheduling, and seamless coordination between various departments.
• Assists in managing inventory levels, including food, beverage, and other operational supplies, to avoid shortages and wastage while maintaining cost controls.
• Contributes to development and management of annual hospitality operations budgets, analyzing financial reports to identify opportunities for cost savings and revenue growth.
• Collaborates effectively with other departments and hospitality leaders to ensure smooth interdepartmental coordination and cooperation and drive the overall performance of the business unit.
• Complies with all OSHA and company safety/training/certification standards within required time frames and monitors safety conditions for employees and guests.
• Owns accountability for talent management and navigation of employee related issues that impact morale and work environment to ensure a high performing team including hiring and selection, succession planning, performance and compensation management, and employee development and career coaching as required. Manages priorities and workload distribution and removes barriers that impede progress.

Job Qualifications

• 3-5 years of experience in Hospitality Operations, or a related field.
• Bachelor's degree in Hospitality Management or a related field and/or commensurate experience.

Behavioral Competencies

• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Nimble Learning
• Builds Effective Teams
• Business Insight
• Develops Talent
• Directs Work
• Ensures Accountability
• Manages Complexity

Technical Skills

• Facility Management
• Event Planning
• Customer Service
• Inventory Management
• Team Management
• Strategic Planning
• Stakeholder Management
• Reporting and Analysis
• Safety and Compliance

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.