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Operations Manager
2 months ago
BASIC PURPOSE: Assist in planning and managing all operations of the hotel to achieve guest, employee, corporate, and owner satisfaction in quality service while meeting or exceeding financial goals.
ORGANIZATIONAL SCOPE: Position is responsible for assistance with short and long term planning of all operations. Make recommendations on the hotel's budget, marketing plan, and business plan, and then manage within approved plan. Position is responsible for the direct and indirect supervision of all hotel associates, except the Director of Sales.
ESSENTIAL FUNCTIONS:
1. Assist in managing the human resources of the hotel in order to attract, retain, and motivate the employees. This includes to hire, train, develop, empower, coach, counsel, conduct performance and salary reviews, resolve problems, provide open communications, discipline, and terminate, as necessary. Discipline and termination always to be done in coordination with General Manager.
2. Assist in implementing company programs, develop and manage property programs, and help manage the operations of the hotel in a manner consistent with the requirements of the Hotel Chain (Marriott) Franchise System, Federal/State laws and regulations, and Management Company policies and procedures to ensure a high level of customer satisfaction, limit liabilities, and maximize profits.
3. Assist in developing, recommending, implementing, and managing the hotel's annual and long term operations. This includes direct management of all ‘food & beverage’ operations, catering operations, as well as front desk operations, inclusive of revenue, expense, and profit goal management to meet/exceed owner and corporate management expectations. Indirect management of housekeeping and maintenance is also part of this position, with direct management necessary as the needs of the business require. As business and positions change in the hotel, authority and requirements within each department may change at the discretion of the General Manager. The General Manager may change administrative roles within any department as deemed necessary to accommodate the needs of the business.
4.Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. This includes social media platforms.
5. Assist in maintaining the property in first class condition. This includes protecting, securing, and enhancing the asset as appropriate.
6.Participate in community and professional organizations to maintain high visibility and promote a positive image for the hotel within the community.
7. This position is responsible for the day to day management of every department (except sales) at the hotel without limits, as to what the impact on scheduling or duties may be as a result. There is no discipline or duty within the operation of the hotel under the scope of the OM that they will not be expected to perform as the needs of the business require.
8.Position requires being in contact and reachable by property at all times through both telephone and email communication. This is defined as 24 hours per day, 365 days per year, unless specific relief is provided through the General Manager.
9. Participate in MOD (manager on duty) program
10. Minimum of 45 hours weekly, includes weekends and holidays. Schedule varies including morning, afternoon and evening shifts.
