Overview:
The Operations Manager maximizes revenue and creates value by providing excellent service to our internal employees and guests. This includes effective communication, reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution. They act as the manager on duty in the absence of the AGM or General Manager.
Additional Information:
In order to apply for this position, you must be legally authorized to work in the United States and Over the age of 21. Upon hire you must complete the I-9 form within the first 3 days of employment.
We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction.
Essential Functions of the Job:
- Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
- Ability to communicate effectively with team members and guests; (i.e. use appropriate language, display proper tone, attitude and body language when communicating.)
- Ability to understand and follow instructions as directed by General Manager
- Reporting to work on time and ready to begin your shift (being tardy places an unfair burden on the team)
- Working Safely is a condition of employment. All employees must follow the safety policies and procedures and immediately report incidents to their manager or manager on duty.
- Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources.)
Expectations of all Employees:
Be polite, courteous and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining a high level of professionalism consistent with the company values
Acknowledge our guests with a smile and friendly “hello.” Promptly attend to guest needs
Comply with all hotel policies and procedures, i.e. Employee Handbook, Conduct Policy, Safety Policy, etc.
Comply with guest privacy standards
Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination.)
Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, foot wear and name tag) neat in appearance
Complete work in a timely manner and meets productivity standards/expectations
Seeks approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
Keep work area clean, neat, and well organized
Demonstrate a team behavior and attitude of working together to accomplish tasks (even if outside specific job duties)
Job Duties and Responsibilities:
Complies with State /Federal laws and hotel policies/ procedures, i.e. Employee Handbook
Acts as the manager on duty (MOD) in the absence of the AGM / General Manager, as well as covers MOD shifts. (Motivates staff to reflect a high level of enthusiasm and guest satisfaction, ability to problem solve and appropriately handle guest’s requests/complaints.)
Assists the Assistant General Manager in training new hotel associates
Keeps up-to-date on in-house groups and functions (reviews group cover sheets to be aware of special needs and requests.)
Holds self and others accountable for achieving results
Ensures all information pertinent to hotel staff is communicated quickly and affectively
Holds a valid driver license to pick up last minute supplies.
Welcomes and checks-in guests in a friendly and efficient manner. (Must display excellent customer service and phone etiquette.)
Accountability for assigned cash drawer(s) and cash balances. (General knowledge of bookkeeping and audit procedures.)
Answers and transfers calls in a timely and courteous fashion (preferably 3 rings)
Manages all aspects of the reservations process. Stay abreast of local rates, in-house strategy, special rate plans and packages, available inventory, etc.
Verifies accuracy of information in property management system by entering data correctly and checking daily arrivals
Effectively handles all guest inquiries, requests and complaints. Confirms guest needs have been met.
Develops a working knowledge of local attractions, business locations, and points of interest
Directs traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, and visitors
Acts as a safety and security agent by identifying and reporting potential risks to guests, employees or the building
Knowledgeable of all major hotel systems including their locations, basic troubleshooting and relevant contact lists
Comply with guest privacy standards
Point of contact during an emergency. (Familiar with all emergency procedures as documented in hotel Emergency Manuals)
Accurately handles in-house accounts including guest names, room charges, methods of payment, special requests, etc.
Is able to perform any hourly job function as needed
Handles services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, and general inquiries
Confirms guest satisfaction at check-out
Performs daily reporting requirements based on specific hotel needs
Ensures transfer of information from shift to shift at the Front Desk
Keeps adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
Understands and adheres to hotel’s policies and Brand Standards
Performs other duties as assigned.
Skills Required:
Ability to work well with others (i.e. interacts appropriately with guests and staff.) Ability to follow instructions and take initiative, completes tasks safely and efficiently, communicates effectively, and easily adapts to change. Good computer & keyboarding skills are an essential function of the job, i.e. reservation system, internet, e-mail, and Word for Windows.
Experience / Education:
High school diploma or equivalent combination of education and work experience. Prior customer service experience required.
Physical Demands:
This is a physically demanding job that requires extended periods of walking, standing and lifting up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (See Physical Requirements section for detailed information.)
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Experience:
- Hotel Experience: 3 years (Required)
Work Location: In person
