Operations Manager

POSITION PURPOSE

To manage the day-to-day operations of the hotel and associated homes by developing and implementing strategies and services which not only meet, but exceed the needs of guests, staff members, and owners. The Operations Manager will have direct oversight of Front Desk, Activities, and Bar operations while collaborating with multiple functional areas throughout the hotel and homes.

ESSENTIAL RESPONSIBILITIES

• Coordinate, direct, and manage the hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial assets of the business, and maintain the building.
• Work directly with the hotel's Management Team to manage all activities of the property including employees, maintenance, sales, and profit/loss controls, as well as working to ensure the hotel is maximizing profitability.
• Maximizes hotel revenues through up-sell programs, occupancy strategies, and outlet revenues.
• Set quarterly goals for each department and monitor the progress towards achieving these goals.
• Ensure that service and product quality standards are met in all areas of the hotel.
• Maintain standards of guest services and a consistent positive guest experience.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Oversee Front Desk, Activities, Bar areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Assist with all HR related matters including interviewing, hiring, training, assigning work, coaching/counseling, and performance management. Be familiar with all company policies and benefits.
• Ensure that all systems and control procedures are in place to comply with corporate policy and procedures, and minimum levels of bad checks, bad debts, allowances and rebates.
• Encourage and maintain open and clear communication, rapport, and cooperation with all internal departments to foster the best possible service to all guests and staff members.
• Resolve difficult or unusual problems arising with guests. Instill in staff members the commitment to exceed guest expectations.
• Monitor and provide timely feedback, counseling, and performance evaluations to staff.
• Attend hotel operational meetings, rooms departmental meetings, and staff member related events.
• Recommend to the General Manager changes or innovations to practice, procedure, and operation with potential favorable effect on service and quality assurance.
• Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensures facility compliance with government and other regulatory laws and guidelines such as OSHA and Cal-OSHA.
• Be familiar with all company policies and benefits.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Directly oversee Front Desk, Activities, and Bar operations, including staffing, scheduling, and service quality, to achieve maximum guest satisfaction and operational efficiency.
• Manage Front Desk, Activities, and Bar schedules using Paycom, ensuring accurate timekeeping, addressing missed punches, and monitoring approvals to support payroll processes.
• Generate and review Daily Revenue Reports, ensuring accuracy and timely dissemination to leadership.
• Code and submit invoices for operational expenses, ensuring compliance with budgets and timely processing.
• Manage and maintain the Engineering Log, working alongside the team to add entries, update progress, and mark tasks as completed as needed.
• Conduct and review audit checklists regularly, discussing results with team members and addressing any compliance issues promptly.
• Review and verify final month-end inventory reports, coordinating with departments to ensure inventory accuracy.
• Maintain and update operational documents such as checklists, Airbnb manuals, training guides, and other reference materials.
• Act as liaison between Front Desk, Activities, Bar and other hotel departments to support seamless communication and operation.
• Assist with guest inquiries and complaints, ensuring courteous, professional, and timely responses while escalating issues appropriately.
• Support adherence to hotel/brand standards and hotel policies across Front Desk operations.
• Participate in hiring, onboarding, training, coaching, and performance management of Front Desk employees.
• Attend hotel operational meetings, providing updates and insights regarding Front Desk functions and operational matters.
• Perform other reasonable duties as assigned by the General Manager.
• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by the General Manager.
• Review housekeeping and engineering reports, monitor team progress, and resolve operational challenges.
• Assist with the hiring, training, and performance management of housekeeping and engineering staff.
• Ensure safety compliance, conduct safety drills, and monitor adherence to OSHA and Cal-OSHA standards.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by resort environmental systems.
• Must be able to sit at a desk for up to four (8) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 75 lbs. occasionally.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Requires manual dexterity to use and operate all necessary equipment.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
• Must be able to stand, walk, and exert mobility throughout the day.
• Requires manual dexterity for operating office equipment and performing tasks such as typing, grasping, and bending.
• Must be able to perform tasks in limited spaces and manage multiple tasks simultaneously.
• Must be able to perform daily housekeeping and engineering tasks as needed, including assisting with room turnovers, addressing maintenance requests, and ensuring cleanliness and safety standards are met across departments.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to travel on occasion, as needed.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Considerable knowledge of complex mathematical calculations and computer programs.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess intermediate computer skills.
• Must possess basic computational ability.
• Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
• Ability to analyze, foresee user needs, and make judgments to ensure proper tools are provided at property level.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Knowledgeable about basic functions of Windows OS, MS Office, PMS, PBX, Key system, and POS.
• Self-driven and able to work independently
• Thorough knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

EDUCATION

High school diploma or equivalent required.

Bachelor's degree and/or equivalent education preferred.

EXPERIENCE

• Hotel Operations experience required.
• Three to Five years of Management experience required.
• Knowledgeable loyalty programs, brand standards and hospitality industry systems preferred.

LICENSES OR CERTIFICATIONS

Ability to provide and maintain a valid driver's license as the position may require the operation of motorized and electric vehicles.

EXEMPT POSITION

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime pay. Exempt Staff members are paid a fixed salary that is intended to cover all the compensation to which they are entitled.

GROOMING

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff are required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel's facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

This job description is not an exhaustive list of all duties and responsibilities that may be required.