Hotel Operations Manager

This position is primarily responsible for upholding guest service, cleanliness and maintenance standards for the hotel. Other areas of hotel operations would include: housekeeping operations, maintenance operations, food and beverage, guest service, human resource management, profit management, asset management and safety and security. Assists other departments as needed and performs other related duties as assigned.

Guest Service:

1. Personally demonstrate a commitment to guest service by responding to guest needs and concerns; be committed to making every guest satisfied.
2. Empower teammates to deliver guest service by encouraging and rewarding responsive guest assistance.
3. Assure that teammates know all components and features of the company's guest service guarantee.
4. Ensures guest service team is trained in all front desk operations, including the telephone sales and service program.

Housekeeping Operations:

Maintain company and franchise cleanliness standards for both guest rooms and public areas and inspect some or possibly all of them to ensure that standards are met.

1. Ensures housekeeping team (room inspectors, room attendants, laundry) is trained in all aspects of housekeeping and laundry.
2. Coordinate work schedules and room assignments with minimum disruption to guests.
3. Maintain key control and lost-and-found and ensure team is trained to follow correct procedures.
4. Perform guest room housekeeping duties, laundry functions and clean public areas as needed.
5. Report out-of-order rooms to Maintenance and assist with follow-up to ensure that problems have been corrected.

Maintenance Operations:

Maintain company and franchise maintenance standards for both guest rooms and public areas and inspects them to ensure that standards are met.

1. Ensures personnel is trained in all aspects of property maintenance.
2. Review maintenance problems, complaints and work orders to prioritize and schedule work assignments.
3. Ensure that property and equipment are maintained in a safe manner, and that all repairs are made as specified by manufacturer.
4. Service the hotel’s pool including cleaning, appearance, and chemical balance and completing maintenance log.
5. Solicits bids from contractors, evaluates their proposals and once employed, ensures work is complete to specifications.
6. Maintain building exterior.
7. Complete maintenance logs.
8. Responsible for maintaining tool inventory and condition. Keep maintenance storage room and maintenance room cleaned and organized.
9. May perform or assist with periodic or scheduled cleaning projects.

Food and Beverage:

Plan and direct the functions of administration and planning of the Food and Beverage team to meet the daily needs of the operation.

1. Develop, implement and monitor schedules for the food and beverage operation.
2. Ensure food and beverage team is trained in all operational, inventory and financial control procedures.
3. Implement effective controls of food, beverage and labor costs.

Human Resources Management:

Assist with the management of human resources functions including recruitment, selection, orientation, training, retention, performance planning and evaluation, termination, and the administration of pay and reward programs.  

1. Maintain a positive, cooperative work environment between hotel departments.
2. Administer personnel policies fairly and consistently.
3. Assist with training teammates on undertanding policies, pay procedures and benefits.
4. Conduct department team meetings.

Profit Management:

Assist with tracking financial and operational information on ongoing basis to adjust plans, labor and other costs.

1. Assist with maintaining inventory of supplies and ensures team follows proper inventory and cost control procedures.
2. Assist with ordering department supplies.
3. May assist in annual budget preparation.
4. Assist with maintaining accounts receivables for the hotel.

Asset Management:

Assist with maintaining physical product standards by scheduling ongoing cleaning activities.

1. Suggests capital projects for inclusion in the capital budget.
2. Inspect rooms, building exterior, grounds, parking lot, and other physical facilities to assure the appearance of the hotel property is in compliance with franchise and RMC standards.

Safety and Security:

Understand and help monitor basic safety and security procedures of the hotel.

1. Recognize and correct potential safety hazards.
2. Recognize and correct potential security concerns.

Essential Skills and experience:

Guest Service orientation

1. Interpersonal and communication skills
2. Planning and organizational skills
3. Leadership skills
4. Team player
5. Ability to select, train and supervise employees
6. Knowledge of proper use and storage of chemicals
7. Ability to handle multiple tasks
8. Technical skills preferred – Microsoft Word, Excel, Outlook, Internet, experience with hotel reservation and revenue management systems.
9. High School education or equivalent

Working Relationships:

1. Leads and supervises the housekeeping and maintenance team.
2. Interacts with and may lead guest service teams
3. Interacts with all other property team members.
4. Maintain open communication with property departments and Madison office.
5. Reports to General Manager and or Assistant General Manager

Physical demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position functions. While performing the duties of this job, the employee is regularly required to walk, use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to sit, stand, climb, balance, stoop, kneel and reach with hands and arms. The employee will periodically lift and or move up to 10 pounds and occasionally lift and or move up to 35 pounds. Vision abilities required by this job include distant/close vision.