Operations Manager

Job Summary

Manages the day-to-day operations of Front Desk, Rooms, Food and Beverage, and Event Operations. Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property needs. Directs and works with associates to carry out guest arrival and departure procedures, supports operational needs of Restaurant, Bar, and other Food and Beverage Outlets. Leads setup and execution of meetings and events based on requirements and standards. Monitors compliance with brand standards and legal obligations. Leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes. Assists senior managers in completion of financial and administrative duties. Strives to continually improve guest / event and associate satisfaction and maximize financial performance.

Candidate Profile

Education and Experience

High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. In addition, prefer four years of prior experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

OR

If no standard educational background, strong preference for 5 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

Core Work Activities

Managing of Front Desk, Housekeeping, and Guest Services Teams

Communicates key drivers of guest satisfaction for the brand's target customer.

Manages day-to-day operations, the quality, standards and meeting the expectations of the customers on a daily basis.

Supervises inspection program for all guestrooms and public space.

Reviews and communicates departmental goals to associates and celebrates day business accomplishments.

Monitors pre-arrival planning process to effectively deliver against guest preferences, maximize use of room inventories, and drive incremental revenue.

Verifies that knowledge and understanding of Occupational Safety and Health Administration (OSHA) regulations are up to date.

Handles associate questions and concerns.

Monitors all lost and found procedures.

Supervises daily shift operations and monitors compliance with all housekeeping policies, standards and procedures.

Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.

Understands associate positions well enough to perform duties in associates' absence.

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial / business decision making; demonstrates honesty / integrity; leads by example.

Managing of Food and Beverage Operations Activities associated with Restaurant, Bar / Lounge, and other Food and Beverage Outlets

Opens and closes restaurant, bar, or food and beverage outlet shifts.

Supervises operations for all related areas in the absence of Director or Manager.

Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.

Applies and continually broadens knowledge of food and wine trends, and overall event presentation.

Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.

Monitors compliance with all Bar / Lounge and restaurant policies, standards and procedures.

Implements agreed upon beverage policy and procedures throughout the hotel.

Maintains food handling, sanitation and cleanliness standards and maintains standards for bartender and cocktail service.

Monitors departmental inventories and assets including par levels and maintenance of equipment.

Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).

Monitors and enforces compliance with all local, state and Federal beverage and liquor laws.

Motivates and encourages staff to solve guest and associate related concerns.

Performs all duties of restaurant associates and related departments as necessary.

Reports malfunctions in department equipment.

Reviews the Diary weekly to verify space maximization.

Trains staff on cash handling, credit policies and procedures, and liquor control policies and procedures.

Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.

Attends and participates in all pertinent meetings (e.g., Daily Stand Up, Banquet Event Order (BEO), Pre-Cons, Staff, Forecast, Department and Intradepartmental).

Managing of Event Operations associated with Banquets, Event Services and Event Technology

Verifies meeting and event rooms / space are set according to event documentation (e.g. Banquet Event Orders, resumes) and customer requirements.

Leads shifts and actively participates in the servicing of events.

Maintains the inventory of function room amenities (e.g., pads, pens, candy, water service) and other controllable supplies.

Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Staff, Forecast, Department and Intradepartmental)

Attends pre-event / pre-convention meetings as needed to understand group needs.

Communicates critical information to the Banquet, Event Services and Event Technology teams.

Conducts room function inspections prior to each event to verify the room is set according to specifications.

Delegates tasks to verify room sets are "on time" and meet Event Management Standards.

Monitors associate awareness of the event phase portion of the Event Satisfaction Survey and Guest Satisfaction Scores.

Monitors candy rotation on all meeting room sets (if applicable).

Maintains and enforces established sanitation levels.

Maintains attendance log for Banquet, Event Service and Event Technology associates.

Manages departmental inventories and assets including par levels and maintenance of equipment.

Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).

Schedules Banquet and Event Service staff to forecast and service standards, while maximizing profits.

Uses banquet beverage tools to guide banquet beverage supervisor in controlling liquor costs, managing the banquet beverage perpetual inventory and requisitioning liquor.

Practices and executes brand specific meeting services program per Brand Standard (e.g., Redcoat Program, PlumPerfect Program).

Assists with the Event Technology / Audio Visual team when necessary in order to verify customer satisfaction.

Executing Against Department Performance and Budgetary Goals

Understands and communicates the impact of Operations on the overall hotel financial goals and objectives.

Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.

Manages to achieve or exceed budgeted goals.

Verify guest room status is communicated to the Front Desk in a timely and efficient manner.

Manages departmental inventories and assets including par levels according to budget and business levels.

Maintains responsibility for daily and cumulative financial performance.

Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Operations departments and teams.

Verifies accuracy of room rates to maximize revenue opportunities

Works effectively with the Engineering department on guest room, restaurant, or event space maintenance needs.

Leading Teams in Day-to-Day Activities

Encourages and builds mutual trust, respect, and cooperation among team members.

Understands brand standards and operations requirements for performance in each of the discipline areas.

Leads setup and execution of meetings and events based on requirements and standards.

Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Sets a positive example for guest relations, emphasizes guest satisfaction during all meetings, and focuses on continuous improvement.

Empowers associates to provide excellent customer service.

Interacts with customers to obtain feedback on product quality and service levels.

Observes service behaviors of associates