The Fairfield Inn & Suites West Palm Beach Jupiter

Job Title: Operations Manager/Front Office Manager

Reports to: General Manager

Purpose for the Position: The Operations Manager is responsible for the day-to-day operational management of the hotel to achieve and exceed revenue and guest satisfaction. While there is certainly an element of prestige that comes with achieving this stature, the hours are still long and the work equally as demanding, if not more so. This person will work closely with the GM and learn to run the property to effectively take over in time.

Requirements:

• Work in conjunction with the General Manager to manage key property issues, F&B, Front Office, Housekeeping, customer service, etc.
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Develop annual hotel budget and a 3-year Capital budget.
• Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded.
• Respond to audits that are completed by the company. Ensure that continual improvement is achieved.
• Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations.
• Comply and exceed hotel and Brand service scores.
• Ensure that costs are controlled throughout the operational departments and results are analyzed to highlight problem areas and take appropriate action and achieve a 50% flow.
• Manage and develop the department heads to ensure career progression and effective succession planning within the hotel and company.
• Do annual reviews for all department heads and ensure reviews are being completed for the employees from the department heads.
• Seek and respond to guest feedback in order to achieve positive outcomes and high levels of customer satisfaction.
• Work with HR Manager to ensure all training is completed timely and for all employees where applicable.
• Hold communication meetings with the department heads and their teams.
• Ensure accuracy and timeliness of all reports to Marshall and Brand.
• Conduct public space and room inspections of the hotel to identify areas to be repaired.
• Will be expected to be on call 24 hours a day in the event of emergencies or other urgent situations.
• Other duties as specified by the General Manager.

To do this kind of work, you must be able to:

• Be an outgoing and welcoming personality for the Hotel.
• Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
• Balance team and individual responsibilities; exhibit objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Make decisions based on your own judgment and company policy.

• Computer skills enough to learn hotel operating system, MS office, and internet.

• Follow instructions without supervision.

• Speak and write clearly and accurately.

• Be available for work during days, evenings, weekends and holidays.

Physical Demands: Lifting 30 lbs. maximum and occasionally lifting and/or carrying. While performing the duties of this Job, the employee is occasionally required to stand; walk and sit.

Travel: Some travel may be required for various trainings, as well as Marshall and Brand conferences.

Environmental Conditions:Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered “inside” if the worker spends approximately 75% or more of the time inside.

Supervisory Responsibility: On a day-to-day basis, the Operations Manager is fully responsible for all departments within the hotel and thus, all department heads report to him or her. Hires, trains, and supervises full-time, part-time and/or temporary workers. Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes themself available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products, and services.; continually works to improve supervisory skills.

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 employee for this job. Duties, responsibilities and activities may change at any time with or without notice.