Operations Manager II

JOB OVERVIEW:

Manage all aspects of the areas and/or functions assigned which may include, but are not limited to guest registration, business center,  transportation services, housekeeping, accounting, maintenance and guest reservations to ensure guest satisfaction and maximize hotel profitability.  Adhere to all brand standards 

 DUTIES AND RESPONSIBILITIES:

• Manage day-to-day operations and assignments of the assigned area; schedule, plan, and assign work.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures. 
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor staff to ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints.  Implement appropriate service recovery guidelines in order to ensure total guest satisfaction. 
• Schedule and regularly conduct routine inspections of the assigned area to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.  Develop actions plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, hotel cleanliness, maintenance IHG Rewards Club enrollments, etc.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all assigned areas .  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.     
• Maintain procedures for security of hotel assets and ensure compliance with company risk policies and procedures..
• Establish, implement, and maintain training and procedures in assigned areas for emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel as appropriate
• Assist in managing hotel revenue generation and profitability through full utilization of company systems, business processes and specifications. 
• Promote teamwork and quality service through daily communication and coordination with other departments. 
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups) 
• Perform other duties as assigned.
• May serve “manager on duty” as required.

ACCOUNTABILITY:

Typically supervises front desk agents, and bell/van services, reservations, maintenance or housekeeping functions.  May oversee subordinate supervisors. 

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Qualifications and Requirements:

This position requires previous supervisory experience in the assigned area, with knowledge of appropriate systems and procedures. 

This job requires ability to perform the following for front desk responsibilities:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

This job requires ability to perform the following for housekeeping responsibilities:

•  
• Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
• Frequently standing up and moving about the facility
• Frequently handling objects and equipment to maintain the facility
• Frequently bending, stooping, and kneeling
•  

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training .
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.