Operations Manager - Position Summary
The Operations Manager oversees the daily operations of the Front Office and supports the General Manager in ensuring efficient hotel operations and an exceptional guest experience. This position provides hands-on leadership, develops and supports Front Office team members, resolves guest concerns, and ensures reservations, billing, cash handling, reporting, and operational procedures are completed accurately and efficiently.
The Operations Manager works closely with all hotel departments, oversees Gift Shop operations, and participates in the Manager on Duty (MOD) program.
Duties & Responsibilities
- Oversee daily Front Office operations, including the Front Desk, Reservations, Guest Services, telephone operations, and Gift Shop.
- Recruit, train, cross-train, coach, and evaluate Front Office team members.
- Prepare staff schedules and supervise daily workload and shift coverage.
- Provide friendly, professional, and courteous service to guests at all times.
- Respond to guest questions, requests, and concerns promptly and professionally.
- Resolve guest complaints and problems efficiently to maintain a high level of guest satisfaction.
- Maintain strong communication and working relationships with all hotel departments.
- Ensure accurate room status information, reservations, guest preferences, special requests, and group requirements are maintained and communicated.
- Monitor VIP guests, special requests, credit limits, and high-balance accounts and take appropriate action as needed.
- Maximize room revenue and occupancy by monitoring daily room status, rates, occupancy, and house counts.
- Assist with revenue and occupancy forecasting, Front Office budgeting, and operational reporting.
- Prepare and review required Front Office reports, including the 14-day report, Night Audit reports, activity reports, and monthly reports.
- Review Front Office logs and guest feedback and ensure outstanding items are addressed.
- Oversee Front Office cash transactions, banks, deposits, and credit procedures.
- Ensure hotel policies, procedures, safety standards, security procedures, and house rules are consistently followed.
- Maintain master key controls and appropriate Front Office security procedures.
- Ensure messages, packages, and mail are handled accurately and delivered in a timely manner.
- Maintain appropriate inventory levels for Front Office equipment, supplies, and stationery.
- Conduct Front Office team meetings and attend management meetings as required.
- Oversee the hotel Gift Shop, including ordering, pricing, stocking, inventory controls, and monthly inventory using Yellow Dog inventory software.
- Participate in the Manager on Duty (MOD) schedule.
- Maintain organized records for schedules, forecasts, reports, purchases, inventory, and other Front Office documentation.
- Perform other duties as assigned by management.
Qualifications & Requirements
- Previous hotel, Front Office, or hospitality management experience preferred.
- Strong leadership, communication, organization, and guest service skills.
- Ability to train, coach, and support team members while maintaining high performance and service standards.
- Ability to effectively resolve guest concerns and remain professional in challenging situations.
- Ability to work efficiently in a fast-paced, high-volume environment.
- Ability to understand and review hotel operational reports, occupancy, revenue, and basic budgeting functions.
- Ability to work independently with minimal supervision.
- Friendly, outgoing, and professional demeanor.
- Ability to work effectively with guests and team members from diverse backgrounds.
- Knowledge of the hotel property and surrounding area, or willingness to learn.
- Must be available to work a flexible schedule, including days, nights, weekends, and holidays.
- Must have the physical stamina and mobility to reach, kneel, and bend and be able to lift, push, or pull up to 50 pounds.
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
