Hotel Operations Supervisor
2 weeks ago
Position: Hotel Operations Supervisor
Department: Executive Office
Reports to: General Manager
Role Summary:
The Hotel Operations Supervisor plays a pivotal role within the leadership team, collaborating closely with the General Manager to oversee the comprehensive operations of the hotel. This position is accountable for enhancing the overall effectiveness of the hotel's operations, focusing on key areas such as guest satisfaction, brand compliance, financial management, staffing, and team development. As the Operations Supervisor, you will champion the operational success across various departments, including Front Office, Housekeeping, Complimentary Breakfast, and Maintenance.
Key Responsibilities:
Guest Satisfaction
- Ensure the hotel consistently meets and exceeds brand standards for guest satisfaction.
- Work alongside team members to design and implement services that fulfill or surpass guest expectations.
- Foster relationships with guests, actively seeking their feedback and demonstrating exceptional hospitality.
- Enhance the hotel's online reputation through effective management of review platforms.
- Share daily updates and guest feedback with department managers to ensure alignment.
- Train team members on brand standards to optimize revenue and reinforce a culture of outstanding service.
Leadership and Team Development
- Possess a thorough understanding of all operational departments.
- Inspire, mentor, and train team members, establishing goals and ensuring accountability.
- Provide constructive feedback and recognition to team members.
- Initiate programs to boost team engagement aligned with the service philosophy.
- Oversee recruitment and onboarding processes in compliance with HR policies.
- Exhibit integrity, ownership of actions, effective communication, and promote a collaborative work environment.
- Perform additional duties as required, including serving as manager on duty or assisting in other departments.
Financial Management
- Manage and control operational expenses across departments, adhering to procurement guidelines.
- Continuously identify and implement cost-saving measures.
- Develop and execute plans to minimize the hotel's environmental impact.
Qualifications:
- High school diploma or equivalent; higher education preferred.
- A minimum of two years in a supervisory or managerial role within the hotel industry.
- Strong leadership skills, self-motivated, and capable of working flexible hours.
- Fluency in English is required; additional languages are a plus.
- Proficient in property management and accounting systems, with the ability to train others.
- Comprehensive understanding of operational procedures across departments.
- Ability to enforce policies and maintain adequate staffing levels based on occupancy.
- Conduct regular performance evaluations and provide feedback to team members.
- Maintain effective communication regarding daily operations and guest interactions.
- Exhibit exceptional leadership and promote a positive atmosphere for guests and staff.
Desired Attributes:
- Strong communication skills
- Friendly and approachable demeanor
- Team-oriented mindset
- Active listener
- Professional appearance and demeanor
- Technologically adept
Performance Metrics:
- Budgeted RevPAR
- STR Report RevPAR Index
- Guest Service Index (GSS)
- Associate Standard Index (ASI)
This job description outlines the primary responsibilities and qualifications for the role. It is not intended to be an exhaustive list of all duties or qualifications.
Equal Opportunity Employer
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