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Hotel Operations Manager

2 months ago

Norfolk, Virginia, United States Holiday Inn Full time
Job Summary:

The Assistant General Manager is responsible for overseeing all aspects of hotel operations and providing support to the General Manager. This role requires a strong leader who can direct and coordinate hotel activities to achieve optimum efficiency and economy of operations, while maximizing guest satisfaction and employee engagement.

Duties and Responsibilities:
  • Leadership and Management: Assist the General Manager in day-to-day operations, assign duties to department heads, and observe performance to ensure adherence to hotel policies and procedures.
  • Training and Development: Provide training to staff and department heads to ensure they have the necessary skills and knowledge to perform their duties effectively.
  • Public Relations: Act as the hotel's public relations director, promoting the property within the hotel industry, local community, and trade associations.
  • Guest Feedback and Service Recovery: Monitor guest feedback on review platforms and property management systems, and respond to guest complaints and service recovery issues.
  • Staffing and Performance Management: Select or assist in the selection of hotel staff, complete new hire paperwork, review employee performance, and conduct personnel actions such as disciplinary actions and terminations.
  • Financial Management: Maintain accurate records, including cash flow statements, guest floor limits, and accounts receivable aging reports.
  • Communication and Collaboration: Assist the General Manager during morning meetings, conduct morning HOD meetings in their absence, and ensure effective communication and collaboration with hotel staff, HODs, and other departments.
  • Compliance and Risk Management: Adhere to all franchise and company procedures and regulations, as well as standard operating procedures, to ensure full compliance with hotel operating controls and service standards.
  • Business Planning and Development: Assist the General Manager in key property issues, including capital projects, customer service, and refurbishment, and ensure the objectives and goals of Marriott and property owners align to achieve brand positioning and success.
  • Owner Loyalty and Communication: Build owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results.
Requirements:
  • Education: A university degree or diploma in hotel management or a related field, with experience in opening, managing, or re-positioning a hotel with a clear track record.
  • Experience: At least 5 to 10 years' experience in the hospitality industry, with significant luxury and international experience, and at least 3 to 4 years of experience as an Assistant General Manager or Executive Assistant Manager.
  • Language Skills: Must have developed language skills to the point of being able to read and interpret documents in English, write routine reports and correspondence, and speak effectively to customers and employees.
  • Reasoning Ability: Must have developed reasoning abilities to apply common sense understanding, calculate figures and amounts, and read and interpret business records and statistical reports.
  • Computer Skills: Must have sufficient computer skills to use Company-issued software programs, including Microsoft Word, Excel, Office 365, and Company-issued internet browser programs.
Work Environment:
  • Must be able to work effectively in a stressful environment, communicate well with others, and effectively deal with guests and accept constructive criticism from supervisors.
  • Must be able to change activity frequently and cope with interruptions.