Operations Manager

Job Description

Job Description

Job Summary:
This position is to assist the General Manager in the Front Office and Housekeeping operations, including training and managing the front desk staff, housekeeping and laundry; delivering quality customer service; account receivable and resolving guest issues.

This role is pivotal in maintaining and coordinating communication between the Front Office, housekeeping department, and management.

Major responsibilities include:
· Supervise Front Office personnel performing front desk duties as required, including greeting guests, answering the telephone, performing guest transactions, and operating the Front Office computer systems.
· Supervise housekeeping and laundry staff to assure the cleanliness of the hotel is up to standard
· Direct and control Front Office activities and ensure adherence to hotel standards, policies, and procedures.
· Greet guests warmly and perform registration procedures.
· Provide supervisory assistance to all Front Office personnel when dealing with escalated situations. Assist guests with issues and complaints with empathy and a focus on guest satisfaction.
· Work closely with staff to ensure high-quality customer service.
· Resolve and communicate all customer service issues to the General Manager.
· Ensure that the proper image is being maintained by all staff members with respect to grooming and uniform standards.
· Ensure that qualified personnel are selected, hired, and trained in all areas of responsibility.
· Display fair treatment with respect to disciplinary actions and provide supportive documentation.
· Prepare all necessary department schedules.
· Monitor and analyze the Front Office payroll to maximize the quality of guest services provided while realizing full profit potential.
· Achieve optimum occupancy and average room rate for the purpose of maximizing revenue.
· Keep all departments notified of any fluctuations in business levels, special guests, groups, etc.
· Develop and maintain effective working relationships and communication with all hotel departments to ensure maximum productivity and morale, and quality guest services.
· Develop relationships with clients, including tracking and recognizing return guests, group contacts, etc., to provide quality personalized guest services.

· Display a high degree of professionalism and integrity.
· Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction and revenue, as well as reducing costs.
· Respond properly to and take a supervisory role in any hotel emergency or safety situation. Train employees on emergency procedures.
· Oversee all property operations in the General Manager’s absence.
· Responsible for Account Receivable. Do daily invoicing and post payment. Review aging report every other week and follow up on payment that is over 30 days.
· Perform other related duties as instructed by management.
· Act as the Manager on Duty in absence of the General Manager

Qualifications:
· College degree preferred or equivalent training/experience.
· A minimum of 2 years hospitality experience.
· Previous guest services experience preferred.
· Proficient in guest services and team development.
· Excellent written and oral communication skills.
· Strong leadership skills and interpersonal communication skills.
· Excellent computer and typing skills. Microsoft Office proficiency.
· Know Opera system and IHG experience is a plus.
· Ability to work a flexible schedule, including evenings, holidays, and extended hours based on business needs.

Physical Requirements:
· Ability to stand for long periods of time (which may include an entire shift).

Hyatt Core Values

Employees are expected to demonstrate Hyatt's service culture by:

• Delivering exceptional guest experiences. 
• Treating guests and colleagues with respect and professionalism. 
• Maintaining high standards of cleanliness, safety, and quality. 
• Working collaboratively to achieve hotel goals. 
• Upholding Hyatt's commitment to diversity, inclusion, and integrity.