Donohoe Hospitality Services (DHS) is an independent hotel management company that manages full-service and limited-service hotels under the Marriott, Hilton and Intercontinental Hotels Group brands. Currently, Donohoe Hospitality Services manages and has under development over two thousand hotel rooms representing $500 million in hotel assets and is ranked in the top thirty-five management companies nationally by total revenues. DHS is a wholly owned subsidiary of The Donohoe Companies, Inc.

The Donohoe Companies (TDC) is an organization that has a history of business success and civic achievement in the District of Columbia, Maryland and Virginia. Founded in 1884, TDC has grown to be one of the largest (ranked in the top fifty) private companies in the metro area. At Donohoe, we've known for over 120 years that it's our employees that have made us one of the oldest and most stable private employers in Washington, D.C.

Here at Donohoe Hospitality Services, we bring our own high standards of quality to the table; we invite you to bring yours!

Full-time employee benefits include: 401K w/ employer match, medical, dental, vision, leave time, guestroom discounts, trade discounts, training and more.

DHS is an equal opportunity employer.

Donohoe Hospitality Services is always looking for the most qualified and experienced professionals in the industry. We invite you to view our current career opportunities and apply.

OPERATIONS MANAGER

Position Summary:
Oversees hotel operations with direct oversight and responsibility for the Front Office and Food and Beverage departments in the areas of employee engagement, guest satisfaction and profit optimization

Essential Functions:
• Create and sustain a customer-focused culture that consistently exceeds guest expectations and delivers the hotel and brand’s service hallmarks.
• Varied work hours required, including weekends and holidays
• Hire, train, counsel and motivate department(s) personnel, payroll administration for department(s) personnel, and conduct all department(s) personnel performance appraisals.
• Schedule staff according to budget and forecast guidelines; adjust schedule as needed to meet hotel demands and bring wages in at budget or better.
• Responsible for tracking Guest Satisfaction and loyalty scores; follow up on guest complaints to ensure future patronage; keep Front Desk and Food and Beverage informed of GSS scores in relationship to hotel’s goals.
• Complete and submit monthly food and beverage inventories
• Work closely with housekeeping, engineering and sales to ensure groups, guests and special functions are handled smoothly.
• Ensure guest special requests are logged in Hotel Service Pro and fulfilled.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Train employees on hotel’s safety/emergency procedures.
• Train staff and ensure that the proper cash handling policies are in place and being followed.
• Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
• Responsible for training staff on brand standards: (i.e. service, hotel marketing, guest service promotions and/or advertisements).
• Hold daily Smart Start meetings and monthly departmental meetings.
• Responsible for ordering and maintaining food and beverage pars and front office supplies, market supplies, business center and equipment in accordance with budget guidelines.
• Responsible for working with technicians to resolve POS and other computer related malfunctions.
• Responsible for training staff on Front Desk and Food and Beverage POS systems.
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook.
• Work with DOM and Executive Housekeeper to properly prepare for the arrival of VIP clients, site visits, Marriott Rewards members, etc.
• Coordinate wait-listed reservations with sales department.
• Coordinate group blocks with sales department and housekeeping department.
• Post Charges as necessary for BEO

Education/Experience:

• Minimum of 3 years of Front Desk department head experience in a medium size to large hotel
• Prior experience in managing payroll, controllables and other costs to yield budget or better margins
• Prior Food and Beverage experience is a plus, but not required

Skills and Abilities:

• Clear, concise written and verbal communication skills.
• Excellent customer service skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
• Effective listening skills.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain an even keel in difficult situations and exhibit good judgment.

SHORT TERM GOALS (90 days):
Learn Fosse, Marsha and Micros
Learn the brand standards
Complete Courtyard Refreshing Business (CYRB) Training and other brand mandated training
Learn hotel operational policies and procedures
Learn the local area

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