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Operations Manager

2 months ago

Ottawa, United States Fairfield Inn Ottawa Starved Rock Full time
Job DescriptionJob Description

The Operations Manager supports the General Manager by leading and coaching staff in the execution of Front Desk, Housekeeping, Laundry, and Maintenance standards. This role ensures high operational standards are consistently met to achieve exceptional guest satisfaction and operational efficiency.


Essential Duties:

• Always provide exceptional guest service, exceeding guest expectations.

• Ensure daily completion of checklists for Front Desk, Housekeeping, Laundry, and Maintenance.

• Supervise Front Desk staff, manage staffing levels, and adjust schedules to meet service requirements.

• Delegate specific duties to staff to optimize departmental efficiency.

• Assist in training new associates and cross-training existing staff as per Certification Program guidelines.

• Resolve routine associate issues; escalate complex matters to the General Manager.

• Train associates on safety standards and ensure compliance; address unsafe behaviors promptly.

• Foster teamwork, promote associate morale, and recognize staff achievements.

• Communicate effectively with guests, associates, and managers; proactively address guest concerns.

• Conduct daily pre-shift meetings, ensuring adherence to brand standards and conducting uniform inspections.

• Operate hotel computer systems proficiently; maintain knowledge of reservation systems.

• Adhere to hotel and department accounting procedures, including credit and check cashing policies.

• Ensure maintenance of all equipment as per service standards; report and resolve outages promptly.

• Monitor credit policies and ensure PCI compliance; resolve high balances daily.

• Maintain confidentiality of guest and hotel information; report security issues promptly.

• Stay informed about hotel services, facilities, and local area information.

• Adhere to company policies and procedures, including Associate Guidebook and Emergency Response Procedures Manual.

• Follow key control procedures accurately.

• Cover overnight audit shifts when necessary.

• Collaborate closely with Housekeeping to enhance guest experience.


Qualifications and Experience:

• High School Diploma, GED, or equivalent work experience required.

• Previous management experience essential; 1-2 years of supervisory experience in hospitality preferred.

• Excellent verbal and written communication skills; proficiency in Microsoft Office.

• Friendly demeanor with strong customer service and organizational skills.

• Prior experience using Windows-based software preferred.


Janko Hospitality, LLC is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.