Hotel Operations Supervisor

Job DescriptionJob DescriptionBenefits: 401(k)401(k) matchingDental insuranceEmployee discountsHealth insurancePaid time offTraining & developmentVision insuranceWellness resources Job Title: Operations Supervisor The Operations Supervisor helps support the success of each department in our hotel and ensures that guest satisfaction and product quality standards are met. They will manage all areas of the hotel according to SpringHill Suites by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality. Must display exemplary performance for staff to follow. GUEST SERVICE Maintains guest service as the driving philosophy of the hotelPersonally demonstrates a commitment to guest service responding promptly to guests’ needsIs committed to making every guest satisfiedDevelops added-value customer service programsEmpowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistanceMeets or exceeds hotel guest satisfaction measures. (GSS Scores)Ensures hotel standards and services contribute to the delivery of consistent guest serviceEnsures all shift checklists are completedEnsures all call backs are being performedOperations Supervisor should remain highly visible and readily available for guest or employee assistance at all timesEnsures proper procedures are followed concerning guest' safety & securitySettles all credit card, guest, and accounts receivable credit disputesFRONT DESK MANAGEMENT Acts as manager on duty for hotel and helps manage front desk operationsEnsures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, computer systems, etc.Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivablesProduces accurate financial reports on timeDemonstrates self-confidence, energy and enthusiasmResponsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concernsEnsures front desk supplies are fully stocked and communicates with Assistant General Manager and GM about ordering needsEnsures all front desk shifts and night audit shifts are filledSAFETY AND SECURITY MANAGEMENT Assists the Assistant General Manager and GM in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)Understands, follows, and assists with policies and procedures for the hotel’s key control systemGENERAL DUTIES EXPECTATIONS Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.Manages time effectively to accomplish all desired tasks, duties, and action plansIs punctual for all shifts and meetingsWorking hours are primarily nights & weekends, with possible overnight shifts & holidays depending on coverageHelps to maintain an organized and safe work environmentAssists in keeping all areas of the hotel cleanSummary of Duties and Responsibilities/Essential Functions: Note: Per the Americans with Disabilities Act, essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. Supports back-of-the-house (kitchen) food and beverage preparation staff as well as front-of-the-house food and beverage presentation staff; estimates food and beverage consumption and purchases supplies as needed; may have responsibility for property liquor license and licensure requirements; selects and develops recipes; standardizes production recipes to ensure consistent quality; establishes presentation techniques and quality standards; plans and prices menus; ensures proper equipment operation/maintenance; ensures proper safety and sanitation; prepares food and beverages as needed; may oversee special catering events; as a supervisor, has responsibility for hiring, discipline, and performance management of subordinate staff; maximizes sales and revenue for food and beverage operations; performs other related duties as assigned. Physical Demands While performing the duties of this job, the associate is regularly required to walk, use hands to handle or feel objects, tools, or controls, and talk or hear. The associate frequently is required to reach with hands and arms. The associate is occasionally required to stand, climb or balance, stoop, kneel, crouch or crawl, push, pull, reach, handle or grip items. Associate may be required to stand for lengthy periods of time. The associate must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, reasonable color vision, peripheral vision, depth perception, and the ability to adjust focus. Minimum Qualifications Previous experience directly related to the above food and beverage responsibilities. Performance Expectations Maintains an attitude focused on satisfying guests whether or not it is “our job.”Personally demonstrates a commitment to guest service by responding promptly to guests’ needs with an interest and concern in satisfying every guest.Stays aware of safety requirements and works in an accident-free manner.Keeps open communication with the Assistant General Manager and General Manager