Pillar Hotels & Resorts Operations Manager

Scope:

Manages the hotel's overall operation through maintaining established cost and quality standards, maximizing profits, developing and retaining employees and exceeding guest expectations.

Primary Responsibilities:

Monitors and ensures compliance with all guidelines for operations.
Oversees departments and supervises employees in back of house operations, including but not limited to Housekeeping and Maintenance.
Responsible for hiring, training, coaching and termination in the back of house departments.
Conducts monthly department meetings to review new procedures and solicit input from all employees.
Handles and provides resolution to guest complaints and employee issues.
Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating procedures.
Answers inquiries pertaining to hotel policies and services.
Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines
Ensures property hiring practices comply with all state and federal requirements.
Performs functions of the General Manager in their absence.
Actively participates in sales discussions, meetings and plans. Knows key account executives and business base. Knows monthly production levels for each sales person on the staff.
Promotes hotel's policies and philosophies to employees and guests through direct and indirect interaction.
Protects the hotel and its assets through enforcing and maintaining a preventative maintenance program.
Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Ensures hotel is in compliance with all federal, state and local laws, including OSHA, EEOC, Wage Hour and Health laws

Note: Other duties as assigned by supervisor or management

Relationships:

Internal: All hotel departments and employees: For leadership and communication

External: Account Executives: To promote business

Qualifications:

Education/Experience: Four-year college degree or previous experience in the hotel hospitality field required. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification. General Manager and/or other certification as required by franchise.

Skills and Qualities:
Strong leadership skills.
Strong oral and written communication skills.
Attention to detail.
Planning and organizational ability.
Customer skills.
Computer skills.
Accounting knowledge.

Working Conditions:
Will be required to work nights, weekends and holidays.
Will be required to work in fast paced environment.
Will be required to be on call when away from work.

Organizational Structure:

Subordinates: Assistant General Manager, Sales Manager

Job title also known as: Hotel Manager or Operations Manager

Reports to: General Manager

www.pillarhotels.com