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Hotel Operations Supervisor

2 months ago

San Mateo, California, United States Hampton Inn & Suites San Mateo SFO Full time
Job Overview

POSITION SUMMARY:

Support the General Manager across various departments to drive profitability, achieve budget goals, and uphold service excellence. Supervise key areas including Front Office, Housekeeping, Sales, and Engineering to ensure compliance with brand standards and operational efficiency.

KEY RESPONSIBILITIES:

  1. Recruit, train, guide, and inspire effective departmental teams.
  2. Create departmental schedules to ensure optimal staffing within budget constraints.
  3. Conduct hotel performance forecasts.
  4. Manage Accounts Receivable and oversee departmental financial plans.
  5. Review daily reports and take appropriate actions based on findings.
  6. Ensure guest special requests are addressed promptly.
  7. Guarantee the delivery of guest services as instructed by the General Manager.
  8. Monitor guest charge postings to minimize revenue loss.
  9. Oversee room availability and utilize systems to maximize revenue.
  10. Update property management system availability based on cancellations and changes.
  11. Implement a robust cash control system and ensure adherence to credit policies.
  12. Track guest satisfaction scores and collaborate with department leaders on improvement strategies.
  13. Promote a positive employee culture focused on customer service and responsiveness to guest needs.
  14. Ensure departmental compliance with all required training programs.
  15. Supervise the preventative maintenance program with the Engineering team to maintain standards.
  16. Regularly oversee breakfast service to ensure quality.
  17. Conduct inspections across Housekeeping, Food and Beverage, Maintenance, and Front Office for cleanliness and compliance.
  18. Educate department heads on emergency protocols and ensure staff training.
  19. Utilize the H.E.A.R.T Model for guest recovery situations.
  20. Maintain a friendly and welcoming demeanor in all guest interactions.
  21. Establish effective communication within departments through meetings and ongoing coaching.
  22. Initiate employee engagement activities and recognize outstanding staff contributions.
  23. Develop and uphold hotel programs to meet Quality Assurance criteria.
  24. Take a proactive role in Human Resource functions including coaching, training, and employee relations.
  25. Participate in the Manager on Duty program, including weekend shifts as required.
  26. Fulfill any reasonable requests from management within capability.

Note: This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required for this position. Responsibilities may change at any time with or without notice.

Physical requirements include frequent bending, lifting, carrying, twisting, pushing, pulling, reaching, kneeling, and prolonged periods of standing or walking. Ability to lift, push, and pull a minimum of 50 pounds is necessary. Training will be provided to ensure safety guidelines are followed. If you encounter any difficulties performing these tasks, please inform your manager immediately.