Hotel Operations Manager
2 weeks ago
Position Title: Residential Task Force Manager
Overview: This role is pivotal in overseeing the daily operations of the hotel to meet established targets for revenue and profitability while ensuring high standards of guest and employee satisfaction, quality assurance, and asset protection. The individual will provide essential leadership, training, guidance, and support to hotel staff, maintaining a premium quality product.
Key Responsibilities:
Revenue Management:
- Deliver comprehensive market analysis regarding competitor pricing by market segment for weekdays and weekends, along with forecasts of local market conditions and significant events that may influence occupancy and rates.
- Assist sales initiatives as directed by management and corporate sales teams.
- Educate front desk personnel on effective selling techniques and procedures for current promotions.
Financial Performance:
- Contribute to the annual budgeting process by predicting changes in operating expenses and labor costs.
- Utilize business forecasts to manage labor scheduling in line with staffing guidelines, control other expenses according to business demand, and regulate utility costs following energy management and operational standards.
- Adjust controllable expenses based on projected monthly revenue to sustain profit margins and meet budgetary goals; analyze causes for budget variances and implement corrective measures to prevent future discrepancies.
- Implement company policies and procedures regarding procurement.
Guest Satisfaction:
- Train staff to execute guest service protocols in alignment with company standards (e.g., greetings, scripts, room pre-assignments).
- Prepare staff to manage all aspects of guest service and address concerns from dissatisfied guests. Personally resolve challenging situations involving upset guests, striving to rectify all service issues prior to guest departure.
- Respond personally to guest feedback, including complaint letters and surveys, in accordance with company standards.
- Aim for high scores in guest satisfaction surveys and take action to rectify any shortcomings.
Employee Satisfaction:
- Recruit, select, train, and oversee employees to deliver exceptional guest services and quality products that contribute to revenue and profit objectives.
- Administer company policies and procedures for human resources management, payroll, personnel transactions, and equitable treatment of employees. Conduct wage surveys to ensure competitive compensation.
- Develop potential management candidates and trainees in line with Human Resources programs and guidelines.
- Exemplify leadership by conducting business professionally and adhering to all company policies, including ethical standards and conflict of interest guidelines.
- Achieve satisfactory results in employee satisfaction surveys and take corrective actions to address any deficiencies; maintain an acceptable level of employee turnover.
Product Quality:
- Ensure a satisfactory guest experience and safeguard the company's physical assets by maintaining the hotel’s condition in accordance with established quality control standards.
- Oversee preventative maintenance and quick-fix programs as per company standards.
- Strive for high scores in product quality assessments and take corrective actions to address any deficiencies.
Work Schedule: Scheduled for 45-50 hours per week with 100% travel required.
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