Hotel Operations Manager

6 days ago

Cincinnati, Ohio, United States The Westin Cincinnati Full time
Oversee Hotel Front Office with a Personal Touch

At The Westin Cincinnati, we believe in treating our guests like family. As our ideal candidate, you will be the first point of contact for our esteemed visitors and play a crucial role in ensuring their stay is nothing short of exceptional.

About Us

We're more than just a hotel – we're a community. Our associates boast impressive tenures, and we take pride in being a part of the HEI Hotels & Resorts family. With a legacy built on hospitality, we strive to provide an environment where our team members can grow and thrive.

Why Choose Us?
  • We offer competitive compensation and benefits packages to ensure your well-being is taken care of.
  • Our robust 401(k) plan comes with substantial company matching contributions, making your golden years shine brighter.
  • You'll unlock exclusive access to our vast array of brands through our hotel discount program.

As a respected member of the world's largest hotel company, you'll have opportunities to rise within our organization. We encourage individuals from diverse backgrounds to apply, and we're dedicated to building a workplace that values inclusivity and diversity.

Responsibilities
  1. Ensure efficient guest registration, checkout, guest service, and telephone service while maintaining brand standards.
  2. Implement company and franchise programs to drive excellence in our operations.
  3. Prepare forecasts and reports to contribute to the development of our room budget.
  4. Monitor and maintain front office systems and equipment to guarantee optimal performance.
  5. Track guest satisfaction surveys and maximize usage of our guest response tracking system.
  6. Develop and implement expense management controls using labor management tools.
  7. Interview, hire, train, develop, resolve problems, and provide open communication to staff members.
  8. Communicate effectively both verbally and in writing to provide clear direction to staff.
  9. Interact positively with customers, resolving problems to maintain high customer satisfaction and quality.
  10. Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
  11. Assist in daily maintenance of room inventory status to achieve optimal revenue levels while meeting guest expectations.
  12. Resolve customer complaints, anticipating potential issues by reviewing and monitoring complaints, operational matters, business flow, and associate performance.
  13. Develop strong relations with the sales team to discuss and implement sales strategies to improve occupancy levels and revenues.

The ideal candidate will possess:

  • A minimum of 2 years of front desk experience, preferably in a leadership role.
  • A High School Diploma or equivalent, with a Bachelor's degree preferred.
  • Proficiency with PMS systems.
  • Advanced knowledge of brand rewards programs.
  • Able to handle cash and credit transactions.
  • Computer literacy and financial management skills are essential.
  • Ability to effectively interact with internal and external customers, requiring patience, tact, and diplomacy.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations, remaining calm and alert during crises.
  • Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to make sound business decisions quickly based on previous experience and good judgment.
  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Effective verbal and written communication skills to adapt to different audiences.

We offer a comprehensive benefit package that includes:

  • Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
  • Vision insurance programs through EyeMed.
  • Vacation, Sick, and Holiday programs for rejuvenation.
  • Pet insurance through the ASPCA.
  • Supplemental, Spousal, and Child Life insurance.
  • Short- and Long-Term Disability plans.
  • A 401(k) Savings Plan with matching funds.
  • Discounts through our 'YouDecide' and Hotel Room Discount programs.

We proudly partner with DailyPay, allowing our associates to access their earnings when they need them.

HEI Hotels and Resorts is an equal opportunity employer, committed to hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

We evaluate qualified applicants without bias and invite all qualified military candidates to apply.

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