JOB DESCRIPTION

Operations Manager will keep our hotel running smoothly, make sure everything is working well and all our guests are safe and comfortable. You will maximize financial returns, driving development of people, creating, and maintaining a memorable guest experience, executing brand standards, and building awareness of hotel and brand in the local community. You may act as the General Manager in his/her absence.

DUTIES AND RESPONSIBILITES

People

• Manage everyday activities, plan, and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback and create performance and development goals for colleagues - recognize good performance.
• Train team members to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently.
• Recommend or initiate any HR elated actions where needed.
• Drive a great working environment for teams to thrive – connect departments to create sense of one team.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Guest Experience

• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests.
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities.

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state, and local laws regarding health, safety, and alcohol services.
• Maintain a focus and commitment to operating a “green” hotel.
• Perform other duties as assigned. May also serve as manager on duty.

SKILLS AND QUALIFICATIONS

• Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
• 3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience.
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred.
• Must speak fluent English.
• Other languages preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.