Hotel Operations Manager

DUTIES AND RESPONSIBILITIES:

• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager and Assistant General Manager in the development and communication of departmental strategies and goals.
• Communicate and enforce policies and procedures.
• Recommend disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies; alert General Manager of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel which support the overall objectives of the company.
•  Provide regular direction and manage hotel operations for all or some of the following areas:
  • Food and Beverage
  • Housekeeping and Maintenance functions to ensure compliance with quality and brand standards in all areas of the hotel; Working alongside maintenance and housekeeping supervisors to ensure routine inspections of all guest rooms/suites and public areas to ensure guest rooms/suites, linens, public restrooms, lobby areas, and furnishings, fixtures, and equipment, etc. are clean and/or in good repair. Ensure preventative maintenance programs are in place to protect the physical assets.  Writing work order tickets and following up on any safety/security measures with appropriate departments.
• Foster positive employee relations
• Reconcile time edits and payroll administration in compliance with wage and hour regulations.
• Ensure guest convenience store (market), is stocked and maintained in an orderly and appealing manner, monitor inventory and order replenishments in a timely and efficient manner.
• Facilitate monthly inventories for food/beverage costs.  Ordering supplies as needed.
• Monitor and report variances against budget, and control labor costs and other expenses.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Comply with federal, state and local laws regarding health, safety and alcohol services
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
• 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. 
• Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.
• May be required to work nights, weekends, and/or holidays.  Flexibility key for management coverage based on hotels business levels. 
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Vendors – to resolve any vendor performance issues, etc.
  • Regulatory agencies – regarding safety and compliance matters
• Perform other duties as assigned.
• Serve as Manager on Duty as assigned.

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Qualifications:

Hotel experience, preferably in an operational setting, required

High School Graduate or General Education Degree (GED): or 3-5 Years’ Work Equivalent Bachelor’s Degree preferred

Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required. 

Previous Best Western experience is a plus.