Operations Manager

DEPARTMENT: Hotel Management REPORTS TO: General Manager STATUS: Non-Exempt, Overtime Eligible Manager JOB SUMMARY As the Rooms Operations Manager, you will be responsible for overseeing daily operations and shift management for all functions within the hotel operations departments, including Front Office, Housekeeping and Food and Beverage. You will strive to continually improve guest and employee satisfaction and maximize the department's financial performance, while ensuring that standards and procedures are consistently followed. Primary Responsibilities Create and nurture a work environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service. Examine employee and guest satisfaction results and follow plans to assess and remedy needy areas while expanding on areas of strength. Publish all guest satisfaction results in a timely fashion, including all guest satisfaction forms, comment cards and guest letters Provide excellent customer service by being readily available and approachable for all guests Address guest concerns in a proactive manner Coach associates to meet or exceed hospitality service levels Maintain familiarity with Marriott BSA (Brand Standards Audit) standards and requirements for each department Provide supervision necessary to ensure team members meet or exceed all hospitality requirements Interview candidates and assist in making hiring decisions Effectively handle problems in the workplace, including anticipating, preventing, identifying, and solving problems, as necessary. Listen to, comprehend, and clarify the concerns and issues raised by co-workers and guests. Maintain knowledge of and assist in emergency procedures as required Work with and understand financial information and data, and basic arithmetic functions. Act as Manager on Duty as needed for coverage Inspect team’s work performance within assigned section daily to assure the standards and productivity levels are being met and maintained. Responsible for overseeing the organization of the housekeeping department which includes rooms, closets, carts, storage rooms and the laundry room. Responsible for the inventories and providing orders of all guest room supplies including linen to the GM for approval Maintain key control Ensure records of daily assignments are completed, signed, and returned daily. Complete weekly schedules within budget/forecast guidelines. Supervise all team members in laundry and housekeeping holding them accountable and responsible for their work performance. Ensure room inspections are completed to standards. Ensure lost and found procedures are followed by the team. Ensure commercial area is kept to cleanliness standards. Initiate work orders for any guest room maintenance items. Oversee proper and consistent training of the room attendants, laundry attendants and front desk team. Maintain regular attendance in compliance with North Star Lodging Management/Marriott standards, as required by scheduling, which will vary according to the hotel's needs Always comply with North Star Lodging Management/Marriott standards and regulations to encourage safe and efficient hotel operations Ensure GXP and mobile key is completed in a timely manner by FDS and GSR’s Fully comprehend and execute all relevant phases of the front desk computer system Be familiar with all in-house groups as well as all closed out and restricted dates Follow and enforce all North Star Lodging Management/Marriott hotel credit policies Be able to perform all duties of Guest Services Agent and cover all call off shifts Assist the Front Desk Supervisors/Associates in ensuring that employees are following and maintaining North Star Lodging Management/Marriott standards (i.e., answering phones, call-backs to guests, guest request log) Have knowledge of and assist in all emergency procedures Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and all other employees Answer all guest inquiries including sales in a timely and professional nature Be involved in departmental meetings Help maintain productivity levels at or above budgeted standards Respond to all Guest Voice alerts, maintain Guest Voice, and educate the team on hotels performance Perform any other duty as required by management such as invoice coding and M3 Assist in training new hires and current employees regularly Ensure the hotel is always ready for audit Requirements HS Diploma required 2 years of hotel experience in a supervisory capacity Ability to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results Ability to anticipating operational needs prior to emergencies Ability to read, write, and speak language of the geographical area Ability to use and maintain fluency in Microsoft products and applications, email, and chat functions Ability to learn and maintain fluency in Fosse Preferences Bachelor's degree in hospitality or business management or related field preferred 3 –5 years of hotel departmental supervision preferred Physical Requirements Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects Ability to stand during entire shift (8 hours) with one 30-minute break Job Type: Full-time Benefits: 401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Schedule: Day shift Evening shift Monday to Friday On call Overtime Weekends as needed Work Location: In person