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.