SUMMARY: The Operations Manager Task is primarily responsible for overseeing the day-to-day operations and assignments of the hotel staff . This role is the active Front Office and Houskeeping Manager.
This position will support the Wisconsin Dells and Milwaukee hotels.
ESSENTIAL JOB FUNCTIONS:
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Development and communication of departmental strategies and goals.
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Primarily responsible for ensuring the proper operation and efficiency of the Operational departments on the property.
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Provide consistently provide direction, support, and manage hotel operations for all areas under the direction of the GM: Areas of responsibility include Front Office, Housekeeping, Engineering and Food & Beverage.
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Maintain an upbeat attitude, strong interpersonal, verbal, and written communication skills.
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Grow the operational efficiency and effectiveness of the hotel.
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Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
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Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
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Maintain complete knowledge at all times of:
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All hotel features/services, hours of operation.
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All room types, numbers, layout, decor, appointments and location.
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All room rates, special packages and promotions.
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Daily house count and expected arrivals/departures.
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Room availability status for any given day.
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Scheduled in-house group activities, locations and times.
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All hotel and departmental policies and procedures.
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Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their job functions.
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Build relationships with local tourism organizations, local businesses, and area hotel managers.
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Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
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Work in support of the regional team to administer various human resources processes such as orientation and training, recruitment and selection, recognition and reward programs, safety management, performance evaluations.
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Understand and uphold operational standards and guest satisfaction ratings.
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Understand and uphold all Bravo Hospitality Groups service standards.
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Fill the role of Manager on duty for the hotel for evenings, weekends and holidays.
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Access all functions of the Property Management System and Brand systems.
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Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
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Drive sellout efficiency and minimize revenue displacement by coordinating with Housekeeping and Maintenance to avoid out of order rooms on sold out nights.
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Drive incremental revenue by ensuring consistent capture of parking revenue and other miscellaneous fees.
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Ensure we are maximizing gift shop revenue and profits by maintaining the inventory full stocked with competitive and profitable pricing levels.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and local laws.
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Ensure that staff report to work as scheduled. Document any late or absent employees.
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Coordinate breaks and assign duties to staff.
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Responsible for the training, management, coaching, and counseling of the Front Desk and other staff as assigned by the GM.
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Guide and direct staff to achieve established goals and objectives.
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Monitor department costs and provide reports as needed.
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Proactively seek to develop and maintain positive relationships with other departments and co-workers.
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Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
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Monitor the hotel front entrance and resolve any congested situations.
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Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
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Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
- Monitor guest mail and ensure that it is processed according to procedures.
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Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
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Assist staff with their job functions to ensure optimum service to guests.
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Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
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Assist guests with reports of lost/stolen articles, following hotel policy.
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Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Associate is held accountable for all duties of this job and other duties as assigned.
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High school diploma or equivalent.
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Bachelors degree or higher level education in a business related field of study.
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Experience handling operations of branded hotels.
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Minimum four years of hotel experience.
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Familiarization with hospitality industry success measures and strategies for product positioning.
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Ability to carry oneself in a mature, professional and responsible manner at all times.
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Service-minded and team-oriented.
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Computer and Microsoft Office skills.
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Strong attention to detail and hospitality knowledge.
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Results-oriented writing techniques and strategies for correspondence.
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Ability to maximize impact, maintain interest, and establish a rapport with an audience with conveying information.
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Ability to proactively prioritize needs and effectively manage time and resources.
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Willingness and ability to promote a positive team member culture and core values.
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Fluency in other languages beneficial.
JOB REQUIREMENTS:
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Must be a United States citizen or possess a valid work permit.
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Must be able to read, write, and speak English.
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Must have exceptional communication skills.
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Must have basic computer skills including Microsoft Office.
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Must be detailed orientated and work well under pressure.
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Must be professional in appearance and demeanor.
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Ability to write effective business communications.
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Ability to work a flexible schedule that may include evenings, weekends and holidays.
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Must have the ability to deal effectively and interact well with employees.
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Ability to effectively express oneself and speak extemporaneously on a variety of subjects with poise and confidence.
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Strong creative capabilities, necessary for design of skill-based and awareness-based training programs and instructional materials.
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Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
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Ability to multi-task, manage interruptions, establish work priorities, handle stress, and effectively function in a fast-paced environment.
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Possess strong motivational, organizational, and verbal communication skills.
WORKING CONDITIONS:
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Physical capabilities for lifting and carrying up to 20 lbs.
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Must be able to sit or stand for long periods of time.
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Must be able to move throughout the hotel on a daily basis.
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Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements consistent with office work.
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Must be able to frequently handle office supplies and equipment to maintain the facility.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.