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Area Operations Manager

4 months ago

Ocean City, United States aloft - Ocean City, MD Full time

**SUPERVISES DIRECTLY**:All Front Desk Agents, Night Auditors, Housekeeping Room Attendants, Housepersons, Laundry Attendants, and Breakfast Attendants.

**Purpose for the Position**: Assumes full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations, and telephone service operations, while maintaining established revenue, expense and quality standards. Works with the Area General Manager to ensure an efficient operation that provides levels of service that consistently exceeds visitor, guest, and ownership expectations. Supports the Housekeeping and Laundry Departments and manages all facets of the Housekeeping Department in the absence of the Housekeeping Manager, ensuring high levels of cleanliness, guest service and satisfaction throughout the Hotel. This includes guestrooms, hallways, lobbies, public areas, rest areas, laundry, storage, and work areas.

Maintains and supervises the maintenance operations for the hotel; i.e. refrigeration, heating, plumbing, heating and cooling plant operations, energy controls and efficiency, maintaining standards as required.

**Essential Responsibilities**:
***
- To ensure that guests are greeted, checked in, and allocated to rooms promptly and courteously.
- To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
- To be readily available at all times to handle problems or complaints.
- To ensure that rooms have been serviced and maintained to the standards established by the Company.
- To ensure maximum room occupancy within agreed overbooking policy.
- To ensure effective liaison between reservations and front office staff with other departments (e.g. Housekeeping).
- To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
- To ensure that accounts are balanced daily.
- To ensure that luggage is delivered to and collected from rooms speedily.
- To ensure that inquiries, messages, theatre bookings are dealt with courteously and efficiently.
- To ensure that all Front of House staff are correctly dressed at all times.
- To ensure that all Front of House areas are clean and orderly at all times.
- To ensure that newspapers and parcels are delivered to rooms without delay.
- To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
- To ensure maximum security of all items left in safety deposit boxes.
- To ensure that the Hotel entrance is easily accessible to cars and taxis at all times.
- To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected.
- To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
- To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion.
- To ensure maximum security in all areas under your control.
- To act as Manager on Duty when required.
- To attend Management Meetings as required.
- To ensure accurate and timeliness submission of all reports and administrative work.
- To monitor trends within the industry and make suggestions how these could be implemented.
- To be familiar with all local Civil Defense measures.
- To ensure that staff under your control are trained in Civil Defense measures.
- Takes responsibility of supervising the Food & Beverage outlets (café) in the absence of the Food & Beverage Supervisor.
- Supervises hotel staff: participating in associate performance evaluations, training and development.
- Ensure all brand, company, city and state required training is complete for associates.
- Assist with associate recognition and engagement including but not limited to Associate of the Month program, team luncheons and appreciation events.
- Assists department managers in the development of the department's annual budget.
- Participates in cost control systems for staffing, inventories, (linen, terry, OS&E and cleaning supplies.
- Enforces policies and procedures in the department.
- Ensures quality services are rendered in meeting guest needs and that guest relations are enhanced.
- Directs hourly associates in all areas of the department.
- Prepares daily assignment sheets for all Housekeeping and Laundry associates.
- Maintains cleanliness quality based on hotel objectives.
- Inspects, monitors and maintains level of cleanliness in all assigned guest rooms.
- Reports all unsatisfactory conditions to the Room Attendant assigned and takes personal responsibility to ensure that actions are taken to remedy any substandard cleanliness or maintenance related conditions in each guestroom.
- Assumes responsibility for the guest feedback and guest service scores in all departmental related indices.
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