Operations Manager

Job Description

Job Description

Job Title : Hotel Operations Manager

Department : Operations

Supervisor : General Manager

Summary

A Hotel Operations Manager is responsible for the effective operational management of the

hotel to achieve and exceed their revenue and guest satisfaction targets.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Work in conjunction with the General Manager manage key property issues, including

capital projects; customer service; refurbishment, etc.

Assist the development of meaningful, achievable hotel budgets including long-term

hotel strategic goals

Provide effective leadership to the hotel management team and team members to

ensure targets are met and exceeded

Respond to audits that are completed by the company to ensure continual

improvement is achieved

Plan, direct and coordinate the service delivery of all operational departments in order

to meet and exceed guest expectations

Comply and exceed hotel and company service standards

Ensure that costs are controlled throughout the operational departments and results

are analyzed to highlight problem areas and take appropriate action

Manage and develop the department heads to ensure career progression and effective

succession planning within the hotel and company

Seek and respond to guest feedback in order to achieve positive outcomes and high

levels of customer satisfaction

Hold communication meetings with the department heads and their teams

Other duties as specified by the General Manager

Supervisory Responsibilities

Supervises the Front Office staff and the Food and Beverage staff in direct and indirect

capacities as directed by the GM.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

Customer Service - Manages difficult or emotional customer situations; responds promptly to

customer needs; solicits customer feedback to improve service; responds to requests for

service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in

written form; exhibits good listening and comprehension; keeps others adequately informed;

selects and uses appropriate communication methods.

Managing Customer Focus - Promotes customer focus; establishes customer service standards;

provides training in customer service delivery; monitors customer satisfaction; develops new

approaches to meeting customer needs.

Business Acumen - Understands business implications of decisions; displays orientation to

profitability; demonstrates knowledge of market and competition; aligns work with strategic

goals.

Planning / Organizing - Prioritizes and plans work activities; uses time efficiently; plans for

additional resources; sets goals and objectives; organizes or schedules other people and their

tasks; develops realistic action plans.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and

apply new skills; keeps abreast of current developments; requires minimal supervision; displays

understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots

technological problems; uses technology to increase productivity; keeps technical skills up to

date.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes

information skillfully; develops alternative solutions; works well in group problem solving

situations; uses reason even when dealing with emotional topics.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration;

offers assistance and support to co-workers; works cooperatively in group situations; works

actively to resolve conflicts.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens

and gets clarification; responds well to questions; demonstrates group presentation skills;

participates in meetings.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to

others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts

success of team above own interests; able to build morale and group commitments to goals

and objectives; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and

grammar; varies writing style to meet needs; presents numerical data effectively; able to read

and interpret written information.

Change Management - Develops workable implementation plans; communicates changes

effectively; builds commitment and overcomes resistance; prepares and supports those

affected by change; monitors transition and evaluates results.

Performance Coaching - Defines responsibilities and expectations; sets goals and objectives;

gives performance feedback; motivates for increased results; recognizes contributions;

encourages training and development.

Team Leadership - Fosters team cooperation; defines team roles and responsibilities; supports

group problem solving; ensures progress toward goals; acknowledges team accomplishments.

Delegation - Delegates work assignments; matches the responsibility to the person; gives

authority to work independently; sets expectations and monitors delegated activities; provides

recognition for results.

Leadership - Exhibits confidence in self and others; inspires and motivates others to perform

well; effectively influences actions and opinions of others; accepts feedback from others; gives

appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating and process

improvement; takes responsibility for subordinates' activities; makes self available to staff;

provides regular performance feedback; develops subordinates' skills and encourages growth;

solicits and applies customer feedback (internal and external); fosters quality focus in others;

improves processes, products and services.; continually works to improve supervisory skills.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains

objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Recruitment & Staffing - Utilizes recruitment sources; exhibits sound interviewing skills;

presents positive, realistic view of the organization; analyzes and forecasts staffing needs;

makes quality hiring decisions.

Cost Consciousness - Works within approved budget; develops and implements cost saving

measures; contributes to profits and revenue; conserves organizational resources.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with

integrity and principles; upholds organizational values.

Qualifications To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. The requirements listed below are representative of the knowledge,

skill, and / or ability required. Reasonable accommodations may be made to enable individuals

with disabilities to perform the essential functions.

Education and / or Experience

Bachelor's degree from four-year college or university in Hospitality or Business

Experience in managing budgets, revenue proposals and forecasting results.

Strong leadership skills to effectively manage and motivate the employees to achieve high level

of performance and exceed targets.

Language Skills

Ability to effectively communicate in all scenarios with subordinates, other managers, clients,

customers, and the general public.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written,

oral, or diagram form. Ability to deal with problems involving several concrete variables in

standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software.

Computer literacy, Microsoft Office.

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

functions.

While performing the duties of this Job, the employee is occasionally required to stand; walk

and sit. The employee must occasionally lift and / or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of

those an employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

functions.

The noise level in the work environment is usually moderate.