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Hotel Operations Manager

4 weeks ago

Fort Worth, Texas, United States Crescent Hotels & Resorts Full time
Job Title: Hotel Operations Manager

As a Hotel Operations Manager at Crescent Hotels & Resorts, you will be responsible for leading the Food and Beverage and Rooms departments to ensure consistent compliance with hotel policies, brand standards, and quality guest service. You will operate as the Manager on Duty for the entire hotel during evening/scheduled shifts.

Key Responsibilities:

  • Interview, hire, train, and recommend performance evaluations for staff members.
  • Ensure front-of-house staff, including Telephone, Front Office, and Guest Services, provide service according to brand standards.
  • Manage hotel daily quality processes, including associate improvement audits, to maintain Crescent standards and Marriott Brand Standards.
  • Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
  • Remain calm and alert during emergency situations and heavy hotel activity, following Red Book emergency steps or utilizing problem resolution.
  • Conduct daily standup meetings, provide feedback from guest satisfaction comment cards, and offer guidance to Department Heads and associates.
  • Work closely with the General Manager to establish and monitor brand standards and service levels in day-to-day hotel operations.
  • Submit bar ordering and monthly bar inventories according to required deadlines.
  • Implement and coordinate the Manager on Duty program, including scheduling management team members for evening AC activation guest experience.
  • Comply with attendance rules and be available to work on a regular basis.

Requirements:

  • High school diploma required.
  • Hospitality experience preferred.
  • Ability to communicate in English.
  • Self-starting personality with an even disposition.
  • Maintain a professional appearance and manner at all times.
  • Ability to effectively deal with internal and external customers, some of whom require high levels of patience, tact, and diplomacy.