Hotel Operations Manager

1 week ago


San Diego, California, United States Azul Hospitality Full time
Job Summary

Azul Hospitality is seeking a highly skilled and experienced Hotel Operations Manager to oversee the daily operations of the Front Desk Department and Guest Service areas. As a key member of our team, you will be responsible for ensuring that front desk and communications meet resort standards for maximum guest satisfaction.

Key Responsibilities
  • Manage Front Office Operations: Oversee all Front Office operations, including guest service and registration, room inventory and availability, guest service standards and initiatives, product quality, cost controls, and overall profitability.
  • Anticipate Guest Needs: Anticipate guest needs, respond promptly, and acknowledge all guests, always maintaining positive guest relations.
  • Ensure Efficient Guest Registration: Ensure efficient guest registration, check-out, and telephone service.
  • Implement Policies and Procedures: Ensure that all staff duties are completed in accordance with established policy and procedure, including proper public relations techniques, guest requests handled courteously and professionally, and guests helped in a timely manner.
  • Upsell Hotel Services: Establish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
  • Maintain Guest Services Standards: Maintain standards of guest services and a consistent positive guest experience. Resolve guest issues and concerns to guest satisfaction.
  • Monitor Guest Feedback: Monitor and respond to Guest Satisfaction Surveys and guest comments via third-party sites, comments cards, etc.
  • Review Daily Room Availability: Review the daily room availability and status of departures on a daily basis. Relay all pertinent information to the rest of the staff.
  • Ensure Proper Staffing: Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
  • Recruit and Train Staff: Recruit, interview, and train team members. Arrange, provide, and supervise training of new staff members to include familiarization of property, standard operating procedures, and policies.
  • Attend Meetings and Events: Attend hotel operational meetings, rooms departmental meetings, and staff member-related events. Hold interdepartmental daily stand-up meetings and obtain staff member sign-off.
  • Set a Positive Example: Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance. Set the highest possible example in conduct, temperament, punctuality, and standards of work.
Requirements
  • Education: High school or equivalent education required. Bachelor's degree and/or equivalent level of education preferred.
  • Experience: Front desk operations experience required. Three to five years of management experience required. Knowledgeable of loyalty programs, brand standards, and hospitality industry systems preferred.
  • Licenses or Certifications: Ability to provide and maintain a valid driver's license as the position may require the operation of motorized and electric vehicles.


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