Job description

The Operations Manager is responsible for assisting the General Manager in directing and overseeing all operational departments; including, Front Desk, Housekeeping, Food and Beverage, and Engineering Operations. The position ensures all required standard operating procedures are being consistently followed and provides exceptional guest services to maintain guest satisfaction scores. The Operations Manager will also assist in coordinating trainings directed by the General Manager.

RESPONSIBILITIES:

• Overseeing IHG Front Desk Operations; including ordering, receiving inventory controls and audits
• Working directly with the Housekeeping team to provide in-room training and enhance leadership skills, including; Daily Quality Assurance room inspections
• Daily inspections and checklist compliance with the Engineering team
• Ensure full compliance for the Quality Assurance Manager during routine inspections; which include brand standards, standard operating procedures (SOP's) and checklists sent from the Corporate team.
• Responds to all online reputation channels regarding guest feedback: OTA, Trip Advisor and Hotel emails.
• Proactively resolves on-site guest complaints and service recovery process.
• Review employee performance and conducts personnel actions such as disciplinary actions directed by the General Manager.
• Maintains accurate records of daily departmental checklists and Accounting procedures.
• Maintain inventories and record of departmental and guest supplies.
• Audits on inventory par levels in every department to make sure that all required supplies are ordered and stocked.
• Monitor maintenance progress/conditions and provide status report to General Manager.
• Coordinates schedules, and cover shifts when needed.

Qualifications

• Minimum of 2+ years of Hotel Operations
• IHG Property Management System (Opera) experience is required
• Must be available to work weekends and PM shifts
• Must be willing to assist department with their job duties and cover shift when needed
• Ability to handle cash and credit transactions along with required accounting procedures
• Must possess thorough knowledge of all guest services department operations, and individual job. See job description
• Excellent written, verbal, and organizational skills required
• Ability to proactively resolve guest, supervisor and employee conflicts

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• Holidays
• Monday to Friday
• Night shift
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Hotel management: 1 year (Preferred)
• Opera PMS: 2 years (Preferred)
• IHG: 1 year (Preferred)

Work Location: One location

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