Position Summary:
The Operations Supervisor provides leadership and support to all team members in accordance with hotel standards, policies and procedures. Ensures guest satisfaction through a commitment to delivering excellent service. Motivates and engages the team to meet brand goals and company expectations with operational efficiency.
Duties and Responsibilities:
- Able to function all hotel operating systems.
- Assist with recruiting, onboarding and training.
- Ensure staff training is completed to company standards and brand requirements.
- Oversee staff scheduling for the departments according to labor standards and forecasted occupancy.
- Maintain a professional and high-quality service-oriented environment.
- Able to properly communicate with guests, address issues and bring satisfactory resolutions.
- Able to forecast and yield manage rates to maximize hotel revenue and fill efficiency.
- Maintain requirements associated with Guest Rewards and Loyalty Program.
- Ensure group and meeting room business is properly managed.
- Work closely with the Housekeeping and Maintenance Department to improve guest service and foster cross-departmental communication.
- Respond to feedback on all Social Review sites as assigned by management.
- Assist in maintaining and upkeeping time punches and records in the Time & Attendance System.
- Assist in conducting staff meetings.
- Train and monitor Front Office personnel on all participating marketing and sales programs.
- Keep accurate records, documenting all training in personnel files and monitoring staff performance against plan. Complete necessary file folder administrative duties.
- Ensure daily checklists are being completed for smooth and efficient operations.
- Accurately manage Accounts Receivables and all other accounting records as required.
- Monitor Mart sales and inventory.
- Monitor breakfast supplies, guest room supplies and other hotel items, and assist with orders.
- Assist management in meeting revenue goals and capping expenditures.
- Remain current in all the brand standard updates, new procedures and required training.
- Work with all departments reinforcing teamwork with a positive attitude to help increase workplace productivity.
- Responsible for understanding, training, and implementing hotel emergency procedures.
- Able to work a flexible schedule of varied hours including weekends and holidays.
- Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
Physical, Mental and Environmental Demands:
- Must be able to perform job functions with attention to detail, with efficiency and under time constraints.
- Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.
- Must be able to bend, reach, kneel, pivot and grip items while working in guest rooms.
Skills, Educational Background, Experience and Basic Expectations:
- Bachelor's degree / Schooling equivalent in Hotel Management/Business Administration.
- Minimum 2 years of Front Office/Guest Service experience.
- Leadership qualities.
- Effective communication and excellent customer service skills
- Able to prioritize, organize, strategize and manage workload.
- Work cohesively with co-workers as part of a team and able to keep confidences.
- Proficient in Microsoft programs.
