Head of Operations & Business Management

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.