Operations Manager

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.