Head of Operations & Business Management

Operations Manager

We are hiring an Operations Manager! Responsibilities include demonstrating and communicating key drivers of guest satisfaction for the brand's target customer, analyzing service issues and identifying trends, successfully working with department heads to ensure proper processes are being met, and communicating effectively any rising concerns to General Manager to keep property headed in positive direction. The role also involves making and executing the necessary decisions to keep property moving forward toward achievement of goals, working with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution, monitoring Rooms operations sales performance against budget, reviewing reports and financial statements to determine Rooms operations performance against budget, coaching and supporting operations team to effectively manage occupancy & rate, wages and controllable expenses, reviewing the Wage Progress Report and comparing budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results, championing the brand's service vision for product and service delivery and ensuring alignment amongst the Rooms leadership teams, developing systems to enable associates to understand guest satisfaction results, communicating a clear and consistent message regarding departmental goals to produce desired results, reviewing guest feedback with leadership team and ensuring appropriate corrective action is taken, responding to and handling guest problems and complaints, staying visible and interfacing with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction, creating an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations, facilitating the development of creative solutions to overcome obstacles and ensuring implementation to continually improve guest satisfaction results, ensuring associates are treated fairly and equitably, overseeing and ensuring funds controls are appropriately being collected and dropped in accordance with company policy, ensuring that regular, ongoing communication is happening in Rooms when overseeing that area, fostering associate commitment to providing excellent service, participating in daily stand-up meetings and modeling desired service behaviors in all interactions with guests and associates, incorporating guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results, setting goals and expectations for direct reports using the performance review process and holding staff accountable for successful performance, soliciting associate feedback, utilizing an "open door policy" and reviewing associate satisfaction results to identify and address associate problems or concerns, ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures, supporting the Peer Review Process, conducting annual performance appraisal with direct reports according to Standard Operating Procedures, championing change, ensuring brand and regional business initiatives are implemented and communicating follow-up actions to team as necessary.

Concord Hospitality