Hotel Operations Manager

2 months ago

Bardstown, Kentucky, United States Gibson Hotel Management Full time
About Gibson Hotel Management

Gibson Hotel Management is a privately held hotel management, investment, and hotel development company based in Knoxville, Tennessee. We pride ourselves on our lengthy track record of success and our commitment to integrity, experience, and discipline.

Job Summary

We are seeking a highly skilled and experienced Hotel Operations Manager to lead our team to success. The ideal candidate will have a proven track record of leading teams to achieve exceptional results through positivity and goal-oriented tasks.

Key Responsibilities
  • Supervision & Monitoring
    • Ensure that front desk staff, executive housekeeper, housekeepers, maintenance person, and van drivers are performing their duties as specified in their job descriptions.
    • Coach and counsel employees, hire and fire appropriately in accordance with forecast.
    • Remind front desk clerks daily of the importance of marketing duties such as discount coupons, referring other M. Gibson hotels, marking all walkouts, franchisor promotional items, courtesy call backs, and making notes of any new commercial customers checking in so that a new account can be opened.
    • Take personal ownership for the day-to-day operations of the hotel and quality of service delivered.
    • Create a productive working environment for employees.
    • Maintain a positive attitude during interactions with guests, vendors, and employees.
    • Deal with employees and guests in a fair and consistent manner.
    • Develop a personal schedule and organized system to complete job activities on time.
    • Ensure messages are clear and understood and individual communication needs addressed.
    • Think through questions or problems and determine appropriate solutions.
    • Consider all liability issues first and foremost before making any decision.
    • Cover other areas of the hotel as needed.
    • Ensure that the guest call back program is in place and repeated.
    • Follow the M. Gibson Hotels employee handbook for rules and regulations.
    • Adhere to all M. Gibson Hotels Standards of Conduct policies and procedures.
    • Ensure the pantry is stocked and the business center and HSIA are in good order.
  • Guest Service & Satisfaction
    • Respond promptly to any guests' inquiries or complaints (if reasonable) by either doing it yourself or delegating an employee to help.
    • Live the guest service philosophy always.
    • Offer alternate solutions if guest demands cannot be met.
    • Show personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding the use of negative language, and never displaying anger.
    • Demonstrate a commitment to servicing the guest; take the initiative to speak to a guest.
    • Acknowledge every guest with eye contact, nod, and greeting.
  • Individual Effectiveness
    • Arrive to work on time; give advance notice when absence is anticipated.
    • Be honest with all employees and guests; help other employees when needed.
    • Refrain from eating, drinking, or smoking in the presence of guests.
    • Groom properly by displaying healthy personal hygiene and wearing proper uniform (no jean pants) with name tag.
    • Be on call 24 hours a day, 365 days a year.
    • Address all problems and issues with the managing partner of that hotel (all purchasing, marketing, and personnel responsibilities are with the GM and the managing partner of that hotel, as well).
    • Work with the assistant general manager to complete any duties assigned only if the GM does not have sufficient time to perform these duties himself/herself.
    • Follow a position's job description whenever working that position.
    • Maintain excellent communication with employees and the corporate office.
    Requirements
    • Education
      • High School Diploma or equivalent.
      • Degree in Business Administration, Hospitality Management, or related field is preferred.
    • Experience
      • 2-4 years in hospitality management.
    • Skills
      • Strong leadership and team-building skills.
      • Excellent communication and interpersonal skills.
      • Highly organized with excellent attention to detail.
      • Positive attitude.
      • Team Player.

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