Operations Manager

Job Description

Job Description

Summary:

The main purpose of the Operations Manager is to ensure smooth operations across departments and maximize occupancy and revenue potential. To be responsible for directing, coordinating, and monitoring the overall occupancy and room assignment operation as directed by the Front Office Manager. To direct the Front Office operation in the absence of the Front Office Manager. 

HOTEL VALUES:

This description of responsibilities is intended solely to provide basic guidance and outline a minimum standard of performance.

The hotel values an LOU attitude, in which an employee is encouraged to Lead, take Ownership, and handle situations of all kinds with a sense of urgency. While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at allan LOU attitude, in which an employee is encouraged to Lead, take Ownership, and handle situations to show concern and care for the guests, co-workers, and managers. The hotel believes in a culture where team members help each other and work together, with the most important task being to provide exceptional service to guests at all times.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

Essential Functions:

• Assist within the Rooms Division with managing the Front Office and Housekeeping operations.
• Provide a strong lobby presence to assist front desk agents and guests.
• Provide coverage for all aspects of shift work in the Front Office and Housekeeping operations as needed.
• Monitors the pre-arrival planning process to deliver against guest preferences effectively, maximize the use of room inventories, and drive incremental revenue.
• Understands brand standards and operational requirements for performance in each discipline area.
• Coordinates labor scheduling and leads shifts across each discipline area depending on property needs.
• Directs and works with Team members to carry out guest arrival and departure procedures.
• Ensure Front Office and Housekeeping are meeting Embassy Suites standards (i.e., cleanliness; guests only in authorized areas; bathroom cleanliness; outdoor cleanliness and condition; elevator cleanliness and functionality; and Signage standards).
• Handle guests' special requests and customer complaints during shift.
• Perform all other front desk duties and responsibilities.
• Investigate and handle complaints, disturbances, emergencies, etc., during shift.
• Manage team members' attendance calendars and time edits, and conduct a call-around for shifts as needed.
• Coach, train, and counsel hourly Team members and administer discipline as needed.
• Perform some Night Audit functions, be able to review all Night Audit-related procedures, and be able to produce Night Audit reports.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
• Attend all hotel-required meetings and training.
• Any other duties as assigned by the General Manager.
• Regular attendance in accordance with the standards established from time to time is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, Team members may be required to work varying schedules to reflect the hotel's business needs. In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all Team members must fully comply with Embassy Suites' rules and regulations to ensure the safe and effective operation of the hotel facilities. Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Education and Experience:

• Previous experience in a similar position is required
• Requires a minimum of 1 year of supervisory experience
• The position requires a varied work schedule that may include evenings, nights, and weekends
• Computer skills required, including Word and Excel
• Clear, concise, written, and verbal communication skills
• Strong organizational skills
• Excellent interpersonal skills

  Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk or hear
• The employee is frequently required to stand
• The employee is occasionally required to walk
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, color vision, and depth perception

Rate of Pay: 

The annual salary offered to a successful candidate will depend on several factors, including but not limited to years of experience within the job, years of experience within the required industry, education, etc.