Operations Manager

Operations Manager

The Operations Manager is responsible for ensuring all guest service standards are met in accordance with client/guest expectations and HEI Standards of Product and Service.

Job Responsibilities:

• Ensure each department is working efficiently while ensuring brand standards are being met.
• Oversees staff by conducting daily and monthly meetings, inspecting staff work and giving guidance so that deficiencies are corrected, and standards are met.
• Assist department managers to interview, hire, and train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
• Assist department managers to arrange staff work schedules and submit payroll records, correcting errors to ensure pay is on time.
• Assist department managers to implement company and franchise programs.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Assist in recording product inventories.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills:

• 2 years of hotel experience, preferably in a comparable hotel.
• Proficient with PMS system and computer literacy a must.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all hotel operations and individual job requirements.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Able to manage multiple tasks at all times and have excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Must be able to stand and walk up for 4 or more hours at a time with or without reasonable accommodation.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to observe and detect signs of emergency situations.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits:

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.