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Operations Manager

2 months ago

Cape May, New Jersey, United States Cape Resorts Full time

Property: Cape Resorts

Department: Hotel Operations

Position: Manager on Duty

Reports to: General Manager & Front Office Manager

Supervisory Responsibilities: Key areas of oversight include: Front Office, Dining Outlets, Concierge Services, Housekeeping, Fitness Center, Laundry, Valet Parking, Gift Shop, and Event Facilities.

Key Responsibilities:

  • Oversee the Front Office operations, ensuring efficient check-in and check-out processes, and providing support to team members as required.
  • Monitor service quality across the hotel, addressing any operational challenges to enhance guest satisfaction.
  • Collaborate with Department Managers to swiftly resolve guest complaints and operational issues, ensuring follow-through on all matters.
  • Conduct regular check-ins with on-duty managers to discuss staffing, potential challenges, and operational updates.
  • In the absence of department leadership, possess the authority to make critical decisions affecting hotel operations.
  • Address all security and safety concerns, adhering to reporting protocols and maintaining communication with involved parties.
  • Regularly inspect various areas of the property, ensuring cleanliness and safety standards are upheld.
  • Assist in guest services across various departments as needed, ensuring a seamless experience for all guests.
  • Monitor compliance with alcohol service regulations, taking appropriate action when necessary to ensure guest safety.
  • Ensure sanitation standards are met throughout the property, focusing on key areas such as kitchens and public spaces.
  • Coordinate with managers to ensure proper closing procedures are followed in all dining and event spaces.
  • Maintain knowledge of daily operational schedules and procedures to make informed management decisions.
  • Assist with maintenance issues as they arise, ensuring timely resolutions.
  • Manage cash handling procedures in accordance with company policies.
  • Provide support to other properties within the Cape Resorts portfolio as needed.
  • Complete special projects as assigned by senior management.
  • Prepare a detailed Daily Pass-Along report at the end of each shift, summarizing key activities and observations.
  • Perform additional duties as assigned.

Required Knowledge, Skills, and Abilities:

  • Excellent verbal and written communication skills.
  • Fluency in English is essential.
  • Ability to work effectively in a team environment, often taking a leadership role.
  • Proficient in computer applications, including Word, Outlook, Excel, and PowerPoint.
  • Understanding of accounting software and budget analysis.
  • Ability to handle sensitive situations with professionalism and courtesy.
  • Strong knowledge of hospitality principles and management practices.
  • Capability to manage multiple operations with attention to detail.
  • Skill in evaluating employee performance fairly and consistently.
  • Experience in supervising and motivating staff at various levels.
  • Ability to analyze complex information to enhance operational practices.

Minimum Qualifications:

  • Preferred: Two-year degree in hospitality or a related field; required: High school diploma or GED.
  • Minimum of two years of supervisory experience in the hospitality industry.
  • Familiarity with hotel PMS systems is preferred; knowledge of Maestro PMS is a plus.

This job description is not an exhaustive list of all functions that an employee in this position may be asked to perform.