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Hotel Operations Supervisor

2 months ago

Lexington, Kentucky, United States Aimbridge Hospitality Full time
Job Overview
This role will be overseen by a Department Head or General Manager.

The main duties of this position will center around routine operational responsibilities and overseeing staff in their operational roles.

Additional tasks may be assigned as needed by the business and/or for career development purposes.

Ensure guest satisfaction and the smooth functioning of the hotel by managing back-of-house operational departments in the absence of the General Manager and/or the Manager on Duty.

This individual may assist the General Manager by consistently focusing on achieving hotel profitability through revenue enhancement, cost management, guest satisfaction, and associate development.

Exempt associates are expected to work as much of each workday as necessary to fulfill their job responsibilities.

The Operations Supervisor may support various areas within the property, including:
Housekeeping, Engineering/Maintenance, Food & Beverage, PBX, Bell staff, Front Office, and Banquets.

Exempt managers must typically and regularly direct the work of at least 3 full-time associates or their equivalents.

Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time, and job responsibilities must also involve the use of discretion and independent judgment more than 50 percent of the time.

Qualifications

Minimum of 3 years of progressive experience in a Rooms or Food & Beverage department within a hotel; or a 4-year college degree with at least 1 to 2 years of experience in a Rooms or Food & Beverage department at a hotel; or a 2-year college degree with at least 2 years of experience in a Rooms or Food & Beverage department at a hotel.

Previous supervisory experience is essential.

Proficiency in Windows Operating Systems is required.

Ability to quickly and accurately evaluate and select among alternative courses of action is necessary.

Must perform well in high-pressure, stressful situations.

Maintain composure and objectivity under pressure.

Effectively handle workplace problems, including anticipating, preventing, identifying, and resolving issues as needed.

Ability to assimilate complex information and data from various sources and adjust or modify to meet specific needs is required.

Must be effective in listening to, understanding, clarifying, and resolving concerns raised by co-workers and guests.

Ability to work with and understand financial information and basic arithmetic functions is necessary.

Must convey information and ideas clearly.

Responsibilities
Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.


Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling, which will vary according to the needs of the hotel.


Uphold high standards of personal appearance and grooming, including compliance with Aimbridge Hospitality's dress code and wearing a nametag while working (per brand standards).

Ensure adherence to Aimbridge Hospitality standards and regulations to promote safe and efficient hotel operations.

Comply with certification requirements applicable to the position, including Food Handlers, Alcohol Awareness, CPR & First Aid.


As applicable, ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Engineering and Housekeeping departments.

Utilize competencies from Aimbridge & Brand training materials to develop oneself in all operational departments.

Collaborate with Department Heads to gain a comprehensive understanding of each position and its impact on hotel operations.

Foster an environment where employees feel empowered to make decisions that enhance guest satisfaction. Follow up on all empowerment successes and opportunities with the appropriate Department Head.


As applicable, assist the General Manager in creating financial reports as required by the Corporate Office.

Meet all corporate deadlines as well as those set by the General Manager.

Participate in required Manager on Duty coverage as scheduled.

Ensure that training in service standards is conducted in each department using effective training steps.

As needed, assist the General Manager in recruiting, hiring, and training for Guest Services based on occupancy levels.

Participate in weekly meetings with Front Desk to address oversell settings and respond accordingly.

Help create a positive, team-oriented environment that prioritizes guest satisfaction through employee development and motivation.


Assist the Department Head or General Manager in maintaining compliance with Preventative Maintenance and Deep Cleaning Programs through daily and/or weekly inspections of rooms with the Housekeeping Manager and Property Engineer.


Ensure that employees consistently demonstrate attentiveness, friendliness, courtesy, and efficiency in their interactions with guests, management, and fellow employees.

Be familiar with Standard Operating Procedures in all Operations departments.

Maintain a professional working relationship and promote open communication with managers, employees, and other departments.

Ensure that all employees receive fair and equitable treatment according to Aimbridge Hospitality Standard Operating Procedures.

Complete required corporate training modules and become certified to train others as necessary.

Generally, a promotional opportunity will require relocation to another property.

Be present in public areas during peak times to greet guests and offer assistance as needed.

Maintain procedures for handling the hotel safe, particularly regarding security.

Attend all scheduled meetings that occur on the property when you are scheduled.