Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Assistant Operations Manager you’ll deliver this through managing all aspects of the operation, including Food & Beverage. You’ll also create the warm atmosphere that makes our guests feel at home in any location

Key Accountabilities

People

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure your team are properly trained on systems, security, service and quality standards.

Guest Experience

• Ensure the team team delivers a great service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Find creative ways to enhance the guest experience, especially during breakfast to increase satisfaction scores.

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Monitor expenses of food and beverage department to ensure profitability and cost controls.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Lead the Food and Beverage department in all aspects including but not limited to ordering, inventory, and staffing.
• Assist the Food & Beverage team as needed during high demand periods.
• Perform other duties as assigned. May also serve as manager on duty.

Accountability

This job reports to one of the Operations Managers and will supervise the Front Office and Food & Beverage teams.

Key Skills & Experiences

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
• Must speak fluent English
• Other languages preferred

The salary range for this role is $26-$28 hourly. This range is only applicable for jobs to be performed in New York City, NY. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.