Operations Manager

About The Job Our Holiday Inn Property is recruiting for an Operations Manager. As Operations Manager, you’ll keep our hotel running smoothly, make sure everything is working well and all our guests are safe and comfortable. You’ll maximize financial returns, drive development of people, create and maintain a memorable guest experience, execute brand standards, and build awareness of the hotel and brand in the local community. You may act as the General Manager in his/her absence. People Your day-to-day: Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues – recognize good performance Train team members to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently Recommend or initiate any HR-related actions where needed Drive a great working environment for teams to thrive – connect departments to create a sense of one team Oversee the day‑to‑day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures. Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management Financial Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments Monitor and report variances against budget and control labor costs and other expenses Make recommendations for capital improvements to enhance the assets of the hotel and/or the company and brand loyalty Foster positive owner relationships if applicable and assist in providing ongoing information and status reports Guest Experience Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns promptly and professionally Review guest feedback and implement strategies for continuous improvement Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests Lead marketing efforts to upsell guests on hotel services, offerings, and amenities Responsible Business Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts Comply with federal, state and local laws regarding health, safety and alcohol services Maintain a focus and commitment to operating a "green" hotel Perform other duties as assigned. May also serve as manager on duty Qualifications Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration 3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience Previous extended stay experience or experience in a hotel of similar size and complexity preferred Must speak fluent English Other languages preferred Job Expectations Each hotel delivers True Hospitality in its own way, and at the heart of it all are specific, core service skills True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests True Confidence: having the knowledge and skills to perform your role and giving guests the confidence that they can trust you, helping and supporting them during their stay True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs True Responsiveness: providing guests with what they need and doing so in a timely and caring manner #J-18808-Ljbffr KMG Hotels