Operations Supervisor/Manager

Job Description

Job Description

As Operations Supervisor/Manager , you will be responsible for supervising and inspecting the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.  You will also be responsible for supervising the guest service team, ensuring that quality standards are met and that optimum service is provided.  This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed.  If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you!

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Allocate work duties to housekeeping and laundry team members.
• Perform routine inspections of all check out rooms and spot check all occupied rooms.
• Routinely inspect service areas, store rooms and corridors.
• Schedule, supervise, and assist with deep cleaning and any other projects
• Supervise and train housekeeping and laundry team members to ensure their performance is to brand and company standards.
• Manage supply stock and maintenance of equipment.
• Fill in as a room attendant when staffing levels are low, cleaning guest rooms as assigned, including, but not limited to, making beds, cleaning bathrooms, dusting, vacuuming, and removing linen and trash.
• Fill in as a laundry attendant when staffing levels are low, performing all stages of laundering process.
• Ensure all hotel property is in working order. Report missing articles, damage, or mechanical problems to management, as necessary.
• Respond to guest requests and report guest issues and complaints in a hospitable manner to ensure guest satisfaction
• Turn in and log all guest property left in room or other public space.
• Assist with pre-shift meetings to learn assignments and the day’s tasks.
• Ensure all rooms/assigned tasked are completed with the allotted MPR’s; provide coaching and counseling on this, as necessary.
• Follow Company policies and procedures.
• Other duties as assigned by supervisor or management.

RESPONSIBILITIES

 

• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures.  Answers questions as they arise.
• Assists with guest service team member training, including safety training.
• Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.
• Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.
• Takes on projects as assigned by the Front Office Manager and completes them by due date.
• Receives, assists and helps resolve guest complaints and team member issues.
• Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.
• Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.
• Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.
• Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.
• Performs functions of the Front Office Manager in their absence.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

• Knowledge of housekeeping and laundry operations and procedures .
• Knowledge of proper use and storage of cleaning chemicals.
• General knowledge of equipment such as vacuums, commercial washers and dryers.
• Able to understand and speak some of the English language.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members.
• Able to use tact and understanding when dealing with a variety of employee relations and customer service problems, including stressful and highly emotional situations.
• Able to prioritize and organize work assignments, delegate responsibilities.
• Create sense of urgency in matters that will impact the success of the business.
• Demonstrate genuine care for customers and employees.
• Possess complete knowledge of emergency procedures of the hotel.
• Able to work in fast paced environment.
• Able to work without direct supervision.
• Able to access and input information into computer.

QUALIFICATIONS
Previous HOTEL Guest service experience required

• Previous supervisory experience preferred.
• Strong customer service skills and the ability to manage difficult guest and team member situations.
• Strong ability to develop, monitor, and train all revenue opportunities.
• Strong ability to manage, train and motivate a diverse team.
• Above average ability to initiate and facilitate renovations and repairs.
• Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.
• Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.

BENEFITS

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance 
• Dental Insurance 
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal  
• Employer Sponsored Long-Term Disability Coverage 
• 401(k) with immediate match
• Double Time for Holidays Worked
• Health Savings Account 
• Employee Assistance Program (EAP) 
• Dependent Care FSA