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Operations Supervisor

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: Oversee key operational areas including Front Office, Dining Services, Concierge, Housekeeping, Fitness Facilities, Laundry, Valet Services, Retail, and Event Spaces.

Key Responsibilities:

  • Manage the Front Office operations, ensuring efficient check-in and check-out processes, and provide support for staff as necessary.
  • Monitor service quality across the hotel, addressing any areas needing improvement to enhance guest satisfaction.
  • Collaborate with Department Managers to swiftly resolve guest issues and operational hurdles, ensuring follow-through on guest-related matters.
  • Conduct regular check-ins with managers to discuss staffing needs, operational challenges, and any changes in service offerings.
  • In the absence of department leadership, make informed decisions that impact hotel operations.
  • Address security and safety concerns promptly, adhering to reporting protocols and following up with involved parties.
  • Maintain a visible presence throughout the property, conducting inspections of key areas and ensuring cleanliness and orderliness.
  • Assist in guest services across various departments as required, ensuring a seamless experience for all guests.
  • Ensure compliance with alcohol service regulations, proactively managing any issues related to guest behavior.
  • Maintain sanitation standards in all areas, particularly in back-of-house operations and public spaces.
  • Conduct end-of-shift briefings with managers to ensure all areas are closed and cleaned according to established procedures.
  • Possess a thorough understanding 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 Pass-Along report at the end of each shift, summarizing key activities and issues.
  • Perform additional duties as assigned.

Required Knowledge, Skills, and Abilities:

  • Effective verbal and written communication skills with guests, vendors, and team members.
  • Fluency in English is essential.
  • Ability to lead and work collaboratively within a team environment.
  • Proficient in computer applications including Word, Outlook, Excel, and PowerPoint.
  • Understanding of accounting software and budget analysis.
  • Professional demeanor and ability to handle sensitive situations with tact.
  • Strong knowledge of hospitality principles and practices, particularly in managing personnel and complex issues.
  • Ability to oversee multiple operations with meticulous attention to detail.
  • Competence in evaluating employee performance fairly and consistently.
  • Experience in supervising, training, and motivating staff at various levels.
  • Ability to analyze and interpret complex information to improve 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 sector.
  • Familiarity with hotel property management systems is preferred.

This job description is intended to provide a general overview of the responsibilities and qualifications for this position and is not an exhaustive list of all tasks that may be assigned.