Operations Manager

Operations Manager

Operations Manager's function is to assist with the daily operations of the front office; F&B and Housekeeping while assisting with all aspects of guest experience.

Responsibilities:

• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests' requests, problems, complaints and/or accidents, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Assist with development of employee morale and training.
• Maintain a professional working relationship and promote open lines of communication with senior leadership, employees and other departments.
• Operate all aspects of the hotels computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Conduct guest check-ins and checkouts; confirm that all SOP's are being followed properly.
• Supervise all line level associates in various departments with daily duties.
• Train new employees, help to develop and implement training programs.
• Conduct interviews with applicants and participate in hiring decisions.
• Scheduling and payroll functions for various departments.
• Maintain log of rooms in "out of order" status.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Supervise housekeeping regarding daily room status.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure participation within department for monthly Highgate Hotel Enrichment Committee.
• Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
• Assist with sign off of all Service Standards by Position for Guest Services staff.
• Monitor all V.I.P.'s, special guests and requests.
• Review Guest Request log on a daily basis.
• Oversee complaint and request log.
• Log all absenteeism and employee lateness.
• Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
• Block rooms for special groups.
• Participate in Room Inspection programs.

Qualifications:

• Education & Experience:

  • 1 year of related experience required.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Must have a valid driver's license from the applicable state.

• Physical requirements:

  • Long hours sometimes required.
  • Light work - Exerting up to 20 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.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.