Rooms Operations Supervisor

4 weeks ago

Charleston, United States French Quarter Inn Full time
POSITION AT 2 OF THE TOP 25 HOTELS IN THE COUNTRY - $750 TIERED SIGN-ON BONUS AND ONGOING INCENTIVES - FREE EMPLOYEE PARKING

Job Description and list of Duties:

You will be working as Rooms Operations Supervisor with Manager on duty responsibilities.

The Operations Supervisor is a leadership team level position for The Spectator Hotel and French Quarter Inn, two luxury boutique hotels located in downtown Charleston, SC. The main focus of the position is to partake and focus in MOD rotations for MOD shifts, assisting all areas of the operation as needed. In this role effective and proper time management is of importance.

Tasks & Responsibilities:
  1. Main focus:
  2. Act as manager on duty (MOD) for the hotels, with all the associated responsibilities including:
  3. The successful operation and oversight all of departments in absence of a department head, and act as manager on duty (MOD) of two luxury boutique hotels (91 total rooms), Providing leadership and guidance to all team members
  4. Champion training initiatives, using encouragement and hands on training of all staff members
  5. Monitor and review of Quality Standards on a day to day basis of all areas
  6. Brainstorm, create strategies, and implement ideas/processes to improve the operation and service provided
  1. Sub focuses:
  2. Providing leadership and guidance to the Guest Services department of French Quarter Inn and The Spectator Hotel
  3. All aspects of the hiring, onboarding, and training process for all new staff, providing direct guidance and assistance in conjunction and addition to the Operations Manager, Senior Operations Manager, and Director of Operations
  4. Conducting continuous and regular trainings on room inventory, selling strategies, maximizing room revenue, prevention on loss of revenue, guest satisfaction, financial handling as well as monthly meetings
  5. Develop and foster outstanding customer service skills including fielding and handling guest complaints, providing directions, recommendations, and review of common restaurants and sites
  6. Become well versed on any RoomKey functions and discrepancies, how to solve RoomKey issues and maintain proper knowledge of such
  7. Become well versed on OTA channels/ functions/ partner central platforms and navigating, investigating, and resolving OTA booking issues, payment discrepancies and end of month reconciliations
  8. Become well versed of CC processing, understanding all functions, using the platform and successfully resolving any CC processing related issues
  9. Assist and actively train, guide and mentor all Concierge staff to achieve highest scores for Front Desk related implemented incentives including but not limited to: Coyle reservations calls and Coyle Overnight Shop, capturing OTA emails, TripAdvisor reviews, RevPAR incentive
  10. Assisting, supporting, and enhancing the Front Desk and Concierge operation for an efficient check in/ check out and guest experience
  11. Inventory and supply management


Overall Tasks & Responsibilities:
  1. Person:
  2. Lead and inspire staff to perform at the highest standards of luxury service, in line with standards comparable to AAA 5 diamond and Forbes 5 stars
  3. Develop and foster a strong orientation toward customer service and quality by expanding and improving service quality throughout the hotel and operation
  4. Acts and serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
  5. Acts with highest form of integrity, always adhering to company polices and guidelines
  6. Showcase an outstanding and example-like attendance and punctuality record
  7. Serve as a role model for staff and co-workers and maintain a positive work environment where employees are encouraged to discuss matters of concern openly and honestly with any member of management
  8. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.
  9. Serves as a leader in displaying outstanding hospitality skills.
  10. Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
  11. Communicates any variations to the established norms to the appropriate department in a timely manner.
  12. Financials
  13. Maximizing ADR and Occupancy by observing room availability and flow
  14. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  15. Safety
  16. Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved.
  17. Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  18. Understands and complies with loss prevention policies and procedures.
  19. Guest Satisfaction:
  20. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
  21. Analyze multiple channels of guest and quality assurance feedback, communicating them to all relevant teams and taking corrective actions
  22. Provides immediate assistance to guests as requested.
  23. Participates in the development and implementation of corrective action plans to improve guest satisfaction
  24. Empowers associates to provide excellent customer service
  25. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
  26. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Ensures associates understand customer service expectations and parameters
  27. Heavy focus on initial arrival experience, ensuring high guests' expectations of first impression is met and exceeded
  28. Records guest issues in the guest response tracking system. Participates as needed in the investigation of associate and guest accidents
  29. Communication:
  30. Maintain open lines of communication to direct subordinates and superiors by providing efficient feedback and follow up non prompted, delegating responsibilities, working with other related departments and reporting to senior management
  31. Actively initiate, engage, and maintain progress of existing and new projects and its related communication.
  32. Keeps an open line of communication to direct subordinates and superiors by providing efficient feedback and follow up non prompted
  33. Employees
  34. Actively promote a work environment which genuinely cares for guests and associates
  35. Champion training initiatives, using encouragement and hands on training of all staff members
  36. Strives to improve service performance of all employees but especially direct subordinates.
  37. Observes service behaviors of associates and providing feedback to individuals.
  38. Celebrates successes and publicly recognizes the contributions of team members.
  39. Manage staff, preparing work schedules and assigning specific duties
  40. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
  41. Under the director of the Director of Guest Services assist in overall employee development and performance including but not limited to coach and counseling, training day/ night and overnight staff
  42. Under the direction of the Director of Guest Services: Assist with the overall direction, coordination and evaluation of all areas of the staff including: interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints, and resolving service issues
  43. This position directly manages assigned staff and indirectly manages all subordinates
  44. Effectively do the job duties and responsibilities of a Concierge in the absence of thereof and or as a support system
  45. Ensures associates are cross trained to support successfully daily operations.
  46. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  1. SOPs
  2. Effectively communicate and enforce company rules and regulations
  3. Create strategies to streamline process management of front of house and back of house operations, including storage and organization of hotel related items
  4. Ensures compliance with all policies, standards and procedures.
  5. Understands and complies with loss prevention policies and procedures.
  6. Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  7. Monitor and review of Quality Standards on a day to day basis of all areas
  8. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process


This position reports directly to the Operations Manager and Senior Operations Manager, followed by the Director of Operations, under the direction of the General Manager

Minimum Requirements:
  1. Minimum (4) years of hospitality or guest service experience required
  2. Minimum of 1 year hotel experience required
  3. Luxury or boutique hotel experience strongly preferred
  4. Minimum of 1 year supervisory / management experience
  5. Excellent communication skills, both written and verbal
  6. Proficient in MS Office and adaptable/flexible in technical learning ability of hotel related systems. Prior experience in RoomKey PMS, M3, Heartland are preferred
  7. Must be willing to work days, nights, overnights, weekends, and holidays, and dates that meet the demands of a luxury hotel environment (potentially up to 45 -50 hours per week)
  8. Must demonstrate strong self-starter skills
  9. Excellent communication skills including but not limited to verbal communication, written communication, proper follow up and keeping an open line of communication to his/ her superior without prompt to follow up
  10. Strength in leadership, organizational, administrative, and time management skills
  11. Performance driven, assertive, self-motivator, and hardworking
  12. Stand, sit, or walk for an extended period of time
  13. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance
  14. Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
  15. Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
  16. Perform other reasonable job duties as requested by Supervisors
  17. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.


This supervisory position is full time, with a minimum of 5 days a week and shifts will typically start early afternoon and end at 11pm.

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