Hotel Operation Manager

Summary of Benefits:

Paid Dental and Vision Insurance

Life insurance

Travel benefits and discounted hotel rooms

Paid time off (PTO)

…to name a few of our wonderful benefits.

Operations Manager Job Description

As Operations Manager, you will keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You will maximise financial returns, driving development of people, creating, and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community. Act as the General Manager in his/her absence.

People

• Manage everyday activities, plan, and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
• Recommend or initiate any HR elated actions where needed
• Drive a great working environment for teams to thrive – connect departments to create sense of one team
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management

Financial

• Help the General Manager in the development, implementation, and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.
• Monitor and report variances against budget and control labour costs and other expenses.
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports

Guest Experience

• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
• Review guest feedback and implement strategies for continuous improvement
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotels or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts
• Comply with federal, state, and local laws regarding health, safety and alcohol services
• Maintain a focus and commitment to operating a “green” hotel
• Perform other duties as assigned. May also serve as manager on duty

Requirements:

• Bachelor’s degree / higher education qualification / equivalent in?Hotel Administration, Business Administration?
• Three years of guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience
• Previous experience in a hotel of similar size and complexity preferred
• Must speak fluent English??

How do I deliver this?

We genuinely care about people, and we show this through living out our promise of True Hospitality every day. It is what connects every colleague in all IHG®hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, noticing body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There is so much more to the job than we can capture here. It is simply about creating great experiences, doing the right thing, and understanding people.

Job Type: Full-time

Salary: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Overtime
• Weekends as needed

Work Location: In person