Operations Manager

Job Summary: The Operations Manager is responsible for the day-to-day and long-term management of hotel guest reception reservations and housekeeping services ensuring exceptional guest satisfaction. This role works closely with the General Manager to maintain operational efficiency exceeding expectations in service delivery while managing hotel staff and supporting the housekeeping department in the absence of the Housekeeping Manager.

Essential Functions and Duties:

• Ensure guests are greeted warmly checked in efficiently and allocated rooms promptly providing an exceptional first impression that aligns with company standards.

• Be readily available to handle guest complaints or issues resolving them swiftly and professionally to ensure guest satisfaction and loyalty.

• Oversee the cleanliness and maintenance of guest rooms and public areas ensuring they meet company standards for quality and appearance.

• Maximize room occupancy while adhering to established overbooking policies working closely with the reservations team to ensure availability is optimized.

• Ensure effective communication and cooperation between front office housekeeping and other departments to maintain seamless operations and enhance guest experience.

• Ensure all charges are correctly posted to guest accounts and that credit control procedures are strictly followed with no bills exceeding limits without prior approval.

• Oversee the daily balancing of hotel accounts ensuring accuracy in financial reporting and compliance with internal controls.

• Conduct regular performance appraisals provide ongoing staff training and ensure that staffing levels are appropriate to maintain quality service.

• Ensure maximum security for guests and their belongings particularly for items left in safety deposit boxes and manage hotel entrance accessibility at all times.

• Supervise efficient luggage delivery and collection ensuring guest services are handled promptly and courteously including inquiries and bookings.

• Complete all required reports and administrative tasks accurately and on time ensuring data is prepared for management reviews.

• Take responsibility as the Manager on Duty when overseeing the smooth operation of all hotel functions during your shift.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience Education and Skills:

• Two years of Front Desk experience in the hospitality industry with a proven ability to manage high guest traffic and maintain service standards.

• Associates Degree in hospitality management or a related field preferred.

• Strong multitasking skills with the ability to work in a fast-paced environment.

• Exceptional organizational and time-management skills ensuring tasks are completed efficiently and accurately.

• Proficiency in Microsoft Office Suite (Word Excel and Outlook) and hotel property management systems.

• Excellent communication skills both written and verbal with the ability to engage guests team members and management.

• Ability to handle stressful situations with a calm demeanor demonstrating problem-solving skills.

Work Environment:

• The role requires standing and walking for extended periods.

• Involves frequent interaction with guests team members and other departments in a busy hotel environment.

• Exposure to various weather conditions while overseeing outdoor spaces and services when necessary.

• Must be able to lift up to 20 lbs. and occasionally carry objects weighing up to 10 lbs.

• Flexible work schedule including evenings weekends and holidays as required by hotel operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the team member for this job. Duties responsibilities and activities may change at any time with or without notice.