Hotel Operations Supervisor

2 weeks ago

Lockport, United States Holiday Inn Express & Suites Lockport Full time
Job DescriptionJob Description

The Hotel Operations Supervisor responsible for assisting the General Manager and leading the staff as coach and trainer in the proper execution of Front Desk, Housekeeping, Laundry, Maintenance standards. This includes the assessment of staff and property by “walking” the site and managing the employees on a continual basis through the day. The Hotel Operations Supervisor is responsible for the total site in the absence of the general manager. Successful coaching and training will ensure the site operates to high standards and achieves great results. Further, each employee will know their job and how to successfully perform.

ESSENTIAL DUTIES:

  • Provide the highest quality of service to the guests at all times; anticipate and exceed guest expectations.
  • Ensure checklist for Front Desk, Housekeeping, Laundry and Maintenance items are complete daily.
  • Supervise Front Desk staff. Oversee staffing levels and adjust to ensure service levels are met within labor model. Ensure that all associates are following their schedule and taking their breaks.
  • Assign specific duties (delegate) to staff for efficient operation of the department.
  • Assist in training new associates and cross-training existing associates according to the Certification Program.
  • Resolve routine associate issues as needed and bring issues to the attention to the General Manager.
  • Train associates on safety standards and enforces those standards on a consistent basis. Identify associates engaging in unsafe behaviors and retrain them appropriately. Complete incident reporting process.
  • Promote teamwork and associate morale. Treat people with respect.
  • Recognize associate successes.
  • Communicate properly and effectively with the guest, associates and managers. Proactively respond to guest complaints.
  • Conduct daily pre-shift meetings. Perform uniform inspection prior to opening shift and make necessary corrections immediately.
  • Effectively operate the hotel computer system upon certification and maintain a knowledge of the hotel reservation system.
  • Comply with hotel and department accounting procedures including credit and check cashing policies and procedures.
  • Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner.
  • Ensure that all credit policies are being followed and that high balances are resolved daily. Ensure PCI compliance.
  • Ensure the security and confidentiality of all guest and hotel information and material.
  • Report unsafe conditions and suspicious activity to Security/Management.
  • Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
  • Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to, those contained in the Associate Guidebook and the Emergency Response Procedures Manual.
  • Follow proper key control procedures.
  • Cover overnight audit shift as necessary.
  • Monitor and maximize occupancy and average daily rate.
  • Works closely with the Housekeeping department to optimize the overall guest experience.

Qualifications and Experience:

  • High School Diploma, GED, or equivalent years of relevant work experience required
  • Previous management experience
  • One to two years' supervisory experience in a hospitality environment.
  • You must have excellent verbal and written communication skills and must also be proficient in Microsoft Office.
  • Friendly demeanor and excellent communication and customer service skills
  • Good organizational and prioritization skills
  • Prior computer experience using windows-based software preferred

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