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Hospitality Operations Manager

2 months ago

Napa, California, United States LCS Facility Group Full time

Hospitality Operations Manager

SUMMARY OF POSITION:

The Hospitality Operations Manager is tasked with overseeing the comprehensive operations, which encompass event management, restaurant assistance, custodial services, and quality control. This role requires effective communication and collaboration with department leaders on a daily and weekly basis. The manager will participate in meetings, whether in person, via phone, or online, to ensure that all issues are addressed promptly and to the satisfaction of clients.

KEY RESPONSIBILITIES:

  1. Provide exceptional and timely customer service; regularly engage with clients to foster strong relationships and resolve any issues efficiently.
  2. Lead, support, and coordinate daily activities with Supervisors, Team Leaders, and staff to ensure the highest level of customer satisfaction.
  3. Inspire and guide the team to achieve peak performance and maintain a commitment to delivering consistently positive and professional interactions with customers.
  4. Oversee daily operations, including work orders and project tasks.
  5. Understand and manage cleaning schedules across all locations, developing inspection and resupply protocols.
  6. Uphold the highest standards of cleanliness, safety, and conduct in alignment with company policies; ensure compliance with all operational standards.
  7. Promote a culture of safety by implementing and adhering to safety programs; manage equipment maintenance and chemical supplies.
  8. Train new management personnel on job specifications and safety protocols, providing hands-on training to ensure task accuracy.
  9. Conduct quality assurance inspections at each site and address any discrepancies with staff immediately.
  10. Manage employee performance, documenting corrective actions as necessary; oversee the administration of progressive discipline and performance discussions.
  11. Prepare clear and concise reports, including quality control inspections, work order requests, employee evaluations, and inventory reports.
  12. Handle payroll responsibilities, including the review and submission of staff payroll through the company system.
  13. Support and mentor Supervisors to foster independence and achieve excellent results; prioritize exceptional service delivery to customers.
  14. Collaborate with management to maintain budgetary compliance; participate in weekly team meetings to ensure open communication.
  15. Conduct quarterly reviews with supervisory staff to clarify operational goals and maintain team focus.
  16. Promote employee recognition programs and initiatives to enhance team morale and engagement.
  17. Follow the established chain of command to communicate issues effectively.
  18. Assist in the initiation of new account operations as required.
  19. Participate in scheduled training workshops to enhance skills and knowledge.
  20. Seek opportunities to increase revenue by encouraging supervisors to identify additional service offerings for clients.

REQUIRED COMPETENCIES:

Personal: Integrity, strong work ethic, exceptional organizational and leadership abilities, effective communication, and problem-solving skills.

Management: Ability to anticipate customer needs, adapt goals and directions swiftly, and manage multiple tasks; proven experience in leading a custodial team through motivation and development; self-driven with a strong sense of responsibility and customer focus; proactive, professional demeanor, and creative problem-solving skills.

Experience: An Associate's Degree is preferred; a minimum of ten years of management experience in the service industry; comprehensive knowledge of building maintenance, including sanitation, cleaning, carpet care, and safety regulations. OSHA certification is required.

Technical: Proficient in general office software, including word processing, spreadsheets, and databases; familiarity with electronic timekeeping systems is advantageous.

Background: All management personnel must successfully pass a Motor Vehicle and criminal background check.