Head of Operations & Business Management

Job Description

Job Description Position Summary:The Operations Supervisor provides leadership and support to all team members in accordance with hotel standards, policies and procedures. Ensures guest satisfaction through a commitment to delivering excellent service. Motivates and engages the team to meet brand goals and company expectations with operational efficiency.Duties and Responsibilities:− Able to function all hotel operating systems.− Assist with recruiting, onboarding and training.− Ensure staff training is completed to company standards and brand requirements.− Oversee staff scheduling for the departments according to labor standards and forecasted occupancy.− Maintain a professional and high-quality service-oriented environment.− Able to properly communicate with guests, address issues and bring satisfactory resolutions.− Able to forecast and yield manage rates to maximize hotel revenue and fill efficiency.− Maintain requirements associated with Guest Rewards and Loyalty Program.− Ensure group and meeting room business is properly managed.− Work closely with the Housekeeping and Maintenance Department to improve guest service and foster cross-departmental communication.− Respond to feedback on all Social Review sites as assigned by management.− Assist in maintaining and upkeeping time punches and records in the Time & Attendance System.− Assist in conducting staff meetings.− Train and monitor Front Office personnel on all participating marketing and sales programs.− Keep accurate records, documenting all training in personnel files and monitoring staff performance against plan. Complete necessary file folder administrative duties.− Ensure daily checklists are being completed for smooth and efficient operations.− Accurately manage Accounts Receivables and all other accounting records as required.− Monitor Mart sales and inventory.− Monitor breakfast supplies, guest room supplies and other hotel items, and assist with orders.− Assist management in meeting revenue goals and capping expenditures.− Remain current in all the brand standard updates, new procedures and required training.− Work with all departments reinforcing teamwork with a positive attitude to help increase workplace productivity.− Responsible for understanding, training, and implementing hotel emergency procedures.− Able to work a flexible schedule of varied hours including weekends and holidays.− Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.Physical, Mental and Environmental Demands:− Must be able to perform job functions with attention to detail, with efficiency and under time constraints.− Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.− Must be able to bend, reach, kneel, pivot and grip items while working in guest rooms.Skills, Educational Background, Experience and Basic Expectations:− Bachelor's degree / Schooling equivalent in Hotel Management/Business Administration.− Minimum 2 years of Front Office/Guest Service experience.− Leadership qualities.− Effective communication and excellent customer service skills− Able to prioritize, organize, strategize and manage workload.− Work cohesively with co-workers as part of a team and able to keep confidences.− Proficient in Microsoft programs.