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Hotel Operations Manager

2 months ago

Lexington, Kentucky, United States Relais & Châteaux Full time

About the Role

The Rooms Division Manager will receive exposure to and provide support in all aspects of the Rooms operations, including Front Office, Guest Experience, Housekeeping, and other duties to assist in the smooth operation of Rooms. This individual is responsible for providing attentive, courteous, and efficient service to all guests.

Key Responsibilities

  • Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner.
  • Follow up to ensure guest satisfaction.
  • Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily, i.e., flash report, allowances, close the house as needed, etc.
  • Attend daily and monthly Rooms Upselling/Merchandizing meetings.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines, and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  • Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis, and simple programming.
  • Answer phones as described by Forbes Standards.
  • Greet and welcome all guests approaching any member of the Front Office team in accordance with Forbes Standards.
  • Understand hospitality terms.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Ensure the proper use of communication etiquette within the department.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Maintain and monitor "Lost and Found" procedures and policies.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly team meeting.
  • Focus the Front Office Department on their role in contributing to the guest satisfaction and audit scores.
  • Monitor all V.I.P.'s and special guest requests.
  • Maintain required pars of all front office and stationary supplies.
  • Supervise housekeeping operation.
  • Monitor cleanliness of rooms as per Forbes Standards.

Benefits

  • Paid Time Off of 20 calendar days
  • Medical, vision, and dental insurance
  • 401K
  • Discounts at other Relais and Chateaux properties around the world