Hotel Operations Supervisor

2 weeks ago

Texas, United States stayAPT Suites Full time

Residential Task Force Manager

This role is pivotal in overseeing the daily operations of the hotel to meet established objectives for revenue and profitability while ensuring high standards for guest satisfaction, employee engagement, quality assurance, and asset protection. The position entails providing leadership, training, guidance, and support to hotel personnel while upholding a premium quality service.

Key Responsibilities

Revenue Management:

• Collaborate with the Revenue Management Department to deliver insights, including a competitive market analysis of rates segmented by weekdays and weekends, alongside forecasts of local market trends and significant events that may influence occupancy and pricing.

• Assist in sales initiatives as directed by management and the corporate sales team.

• Equip front desk personnel with the necessary training to effectively implement sales techniques and procedures for ongoing promotions.

Financial Performance:

• Contribute to the annual budgeting process by predicting shifts in operating expenses and labor costs.

• Utilize business forecasts to manage expenditures by scheduling labor in line with staffing guidelines, controlling other costs based on business demand, and managing utility expenses in accordance with energy efficiency and operational standards.

• Adjust controllable expenses based on projected monthly revenue to maintain profit margins and achieve budgetary goals; analyze variances in controllable expenses and implement corrective measures to prevent recurrence.

Guest Satisfaction:

• Train staff to execute guest service protocols in alignment with company standards (e.g., greetings, scripts, room pre-assignments).

• Prepare staff to manage all aspects of guest service and effectively address concerns from dissatisfied guests. Personally handle challenging situations involving upset guests, striving to resolve issues before they depart.

• Address guest feedback through complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company protocols.

• Achieve satisfactory scores on guest satisfaction surveys and take proactive steps to rectify any identified deficiencies.

Employee Engagement:

• Recruit, select, train, and oversee employees to deliver exceptional guest services and quality products that contribute to revenue and profit objectives.

• Ensure adherence to company policies and procedures regarding human resources management, payroll, personnel transactions, and equitable treatment of employees. Conduct wage surveys to inform the annual budget and ensure competitive compensation.

• Develop and mentor potential management candidates and trainees following Human Resources guidelines.

• Exhibit leadership by conducting business in a professional manner, adhering to all company policies, including standards of conduct, business ethics, and conflict of interest regulations.

• Attain satisfactory scores on employee satisfaction surveys and implement corrective actions to address any shortcomings; maintain an acceptable employee turnover rate.

Product Quality:

• Ensure a satisfactory guest experience and safeguard the company’s physical assets by maintaining the hotel’s condition in line with established quality control standards.

• Oversee preventative maintenance and quick-fix programs in accordance with company standards.

• Achieve satisfactory scores for product quality as assessed by guest satisfaction surveys and take corrective actions to address any deficiencies.

Work Schedule:

• Scheduled for 45-50 hours per week.

• Requires 100% travel.

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