OPERATIONS SPECIALIST

The Operations Specialist is directly responsible for the successful operation and administration of the Front Office, Guest Services, and housekeeping departments. Operations Specialist is responsible for the overall guest experience of the Hotel to include supervision, training, coaching, motivation, and policy implementation. You must ensure an awareness of all departments throughout the Hotel; a consistent focus on providing an exceptional experience to every guest. Operations must ensure that all Hotel operations are carried out professionally. Operations Specialist should participate in community events and represent the hotel in a positive manner. You will help the General Manager achieve desired outcome by implementing and controlling effective strategies that drive scores, development and motivated, and empower hotel staff.

• Work collaboratively with managers and supervisors to continually enhance and advance the hotel’s goals and operations
• Establish consistent operating procedures and ensure they are followed
• Motivate the staff and establish a productive, positive and safe work environment
• Responsible for the appropriate scheduling of hotel staff to ensure guest needs
• Participate in Hotel revenue management and sales strategies to include daily business review
• Ensure the operations staff, supervisors and management are properly trained to standards
• Conduct daily stand-up meetings with team to ensure employees are informed
• Ensure that cleanliness and condition of rooms and public areas meets designated hotel standards, and the appropriate inspections are carried out on a consistent basis
• Guarantee that an accurate inventory is completed for housekeeping and front office amenities and supplies, standard guest room items, and linen
• Work with the engineering team to ensure that all guest rooms are in good working order and are part of an effective preventative maintenance program
• Keep abreast of the competition, local events, and hospitality trends
• Maintain a flexible schedule that can work any shift and assist with staff coverage in the instance of call-offs
• Assist in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue
• Ensure that all employees consistently comply with all Fire Department Safety codes and OSHA guidelines
• Responsible for Guest Service scores - review scores with the staff, areas for improvement, and create incentives for the team
• Handle guest feedback and requests, resolve any guest issue, and respond to guest reviews
• Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
• Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

• Appropriate college degree, and three years of related experience in hotel operations
• Strong verbal and written communication skills
• Significant attention to detail
• Strong understanding of hotel profitability and budget process
• Computer skills required – experience with hotel information systems preferred