Operations Manager

The purpose of the Operations Manager position is to train and supervise the Guest Service and Housekeeping departments so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. The overall operations of the Front Desk includes room rental, reservation management, scheduling front desk and breakfast bar staff, training, frequency program training and administration, record keeping, report preparation, guest relations, service reports, following service and quality policies, and operating procedures in accordance with the hotel's policies/procedures and the brand's standards for quality, cleanliness, guest satisfaction, as well as safety and security.

Essential Duties:

The OM position is that of a working manager and is expected to fill shifts on a daily basis. Time will be provided by the General Manager (GM) for the OM to complete administrative tasks including:

• Works a varied schedule under direction from the GM.
• Because the AGM oversees the department in a 24/7 environment, the AGM must be proficient and reliable to work all three front desk shifts. The AGM, like the GM, must be on-call 24/7 including weekends and holidays.
• Professional certification, training, and travel may be required to maintain the AGM position
• Must work directly with the GM and Director of Sales (DOS) to effectively promote the property in the local market. This may include attending off premise after hour functions.
• The AGM acts as the manager on duty in the absence of the GM and is capable of taking management responsibility for the property under direct supervision of the GM.
• Must be capable of training all Guest Service Representatives in all front desk shifts
• Works a minimum of 1 Sundowner Reception per week. This requires scheduled evening hours.

Service - Front of House

• Training Guest Service Reps on the accurate completion of the Red and Blue Service Plans. The Red Plan is defined as the Front of the House Service plans and activities including the following daily activities: (1) Shift Log (2) Task Checklist (3) Business Log (4) Shift Communication Log (5) Welcome calls (6) Bank count (7) Drop Log (8) Notes to Manager sections (9) Insures all adjustments are accurately logged.
• Training Guest Service Reps on Brand related promotions, standards, and programs.

Service - Back of House

• Insure communication flows in a timely accurate manner from the Front Desk to the Housekeeping and Maintenance departments through the hotel's Blue Plan. This will require Guest Service Reps to log hotel service information into the Blue Book or back of the house service plan. The activities included in the plan are: (1) Guest Special Requests (2) General notes for Housekeeping and/or Maintenance (3) Notes any maintenance requests for daily Maintenance follow up.

Administrative Daily Routines

• In the event of the GM's absence it is the OM's responsibility to: (1) Insure the daily report is in balance with the property management system (2) Cash and check deposits are processed daily and the Daily Report is modified to reflect any overages or shortages (3) Checkouts to accounts receivable are mailed on a daily basis (4) Accounts Receivable payments are posted and applied.

Weekly Job Overview:

Weekly and Monthly job routines are designed to facilitate the day to day operations of the Front Desk department and also to take a strategic approach at service improvement. The following AGM activities are designed to support these weekly procedures:

• Accurately forecast the next two weeks business and completes department work schedule weekly for the next two weeks
• Create monthly breakfast and Sundowner calendar
• Inventory office and guest service related supplies, brand collateral, breakfast and sundowner items, and with GM's approval, complete orders within budget
• Maintain and inventory BridgeMart
• Make sure all front office equipment including the Property Management System (PMS) is in proper working order
• Reviews brand specific service program scores and guest feedback with all staff.
• Maintain and support Janko approved service plans and service boards.
• Review guest comments utilizing all tools within the JH Service Plan and respond with appropriate action plans
• Log and maintain lost and found items according to hotel
• Processes Weekly invoicing (clears the balance) for all extended stay guests.

Marketing and Revenue Overview:

The OM is also expected to be proficient in all PMS functions and also all yield management functions and controls.

• Primary reservations and sales training is conducted through the AGM
• It is the responsibility of the AGM to follow up and book groups, maintain group contacts, and log those contracts in the appropriate PMS.
• The AGM should participate and be active in all revenue management rolls.
• Manages all property and yield management functions.

For Customer Service and Guest Satisfaction:

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and staff in a courteous and friendly manner
• Smile, acknowledge and greet guests in rooms and/or in passing
• Respond to guests request for supplies (example: towels, ironing board, soap, etc)
• Assists guest and staff with anything that they may need from Guest Services or Housekeeping
• Performs other duties as assigned, requested, or deemed necessary by management.
• When asked, inspect or clean public areas to insure high level of presentation

For Safety and Security:

• Be proficient and train dept. staff in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• Announce presence before entering guest rooms
• Maintains security for guests and property by keeping room doors locked at all times
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

Physical, Mental and Environmental Requirements:

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office machines
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs. and may be for a distance of 5 to 15 feet
• Able to stand and walk 90% of the work day and sitting is usually limited to short break
• Reaching is required up to 50% of the time and may be combined with other activities such as pushing, pulling, and bending in all phases of work. Overhead reaching is usually limited to approximately 25% of the time.
• Twisting of the body at the waist is required approximately 40%-50% of the time.
• Bending and stooping are required up to 20% of the work day
• Crouching and kneeling are usually less than 10% of the time.
• Crawling is required less than 5% of the time
• Climbing of stairs is usually required less than 5% of the time

Skills, Educational Background and Experience:

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous front desk experience required
• Previous customer service experience helpful
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows based software preferred