Operations Manager ("Gerente de Operaciones")

POSITION PURPOSE 

To manage the Hotel Operations by developing and implementing strategies and services  which not only meet, but rather exceed the needs of guests, staff members and owners. The  Operations Manager will support multiple functional areas throughout the hotel including but not limited to: Front Desk, F&B, and Housekeeping. 

ESSENTIAL RESPONSIBILITIES 

• Coordinate, direct, and manage the hotel operations to achieve maximum profitability,  ensure guest satisfaction, protect the financial assets of the business, and maintain the  building. 

• Work directly with the hotel's management team to manage all activities of the property  including employees, maintenance, sales, and profit/loss controls, as well as working to  ensure the hotel is maximizing profitability. 

• Maximizes hotel revenues through up-sell program, occupancy strategies, and outlet  revenues.  

• Set quarterly goals for each department and monitor the progress towards achieving  these goals. 

• Ensure that service and product quality standards are met in all areas of the hotel. • -Maintain standards of guest services and a consistent positive guest experience. • -Oversee the Guest Service program - responding to guest needs, adjusting, liaison between brand GSS and property. 

• Ensure that all staff duties are completed in accordance with established policy and  procedure, i.e., proper public relations techniques are utilized, guest requests are  handled both courteously and professionally, guests are helped in a timely manner and  the proper greetings are used, guests are handled correctly and efficiently, guest  complaints and problems are handled in a courteous and professional manner. 

• Oversee sales and operations areas ensuring service excellence, proper inventories  and accurate account of sales and cleanliness standards are met and overall  appearance.

• Assist with all HR related matters including interviewing, hiring, training, assigning work,  coaching/counseling, and performance management. Be familiar with all company  policies and benefits.  

• Ensure all payroll costs and other expenses are properly monitored and controlled in  accordance with budgets and monthly forecasts. 

• Assist in managing aspects of P&L by controlling costs and achieving budgeted CPOR. 

• Ensure that all systems and control procedures are in place to comply with corporate policy and procedures, and minimum levels of bad checks, bad debts, allowances and rebates. 

• Encourage and maintain open and clear communication, rapport, and cooperation with  all internal departments to foster the best possible service to all guests and staff  members. 

• Resolve difficult or unusual problems arising with guests. Instill in staff members the  commitment to exceed guest expectations. 

• Monitor and provide timely feedback, counseling, and performance evaluations to staff. • Attend hotel operational meetings, rooms departmental meetings, and staff member  related events.  

• Recommend to the Director of Rooms changes or innovations to practice, procedure,  and operation with potential favorable effect on service and quality assurance. • Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests. 

• Practice safe work habits and ensure safe work practices to avoid injury to self and  others.  

• Ensures facility compliance with government and other regulatory laws and guidelines  such as OSHA and Cal-OSHA. 

• Be familiar with all company policies and benefits. 

SUPPORTIVE FUNCTIONS 

In addition to performance of the essential functions, this position may be required to perform a  combination of the following supportive functions, with the percentage of time performing each  function to be solely determined by the manager based upon the particular requirements of the  hotel: 

• Assist with any guest inquiry. 

• Follow all company and safety and security policies and procedures. 

• Report maintenance problems, safety hazards, accidents, or injuries. • 

Perform other reasonable job duties as requested by the General Manager or Director of Rooms. 

PHYSICAL DEMANDS 

• Environmental conditions are inside, a job is considered inside if staff spends  approximately 75 percent or more of the time inside. Temperature is moderate and  controlled by hotel environmental systems. 

• Must be able to sit / stand at a desk for up to (10) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.  

• Must be able to stand and exert well-paced mobility for up to four (8) hours in length. • Must be able to exert well-paced ability to maneuver between functions occurring  simultaneously.  

• Must be able to exert well-paced ability in limited space and to reach other departments  of the hotel on a timely basis. 

• Must be able to lift up to 75 lbs. occasionally. 

• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally. • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending,  climbing, listening and hearing ability and visual acuity. 

• Talking and hearing occur continuously in the process of communicating with guests,  supervisors and subordinates. 

• Vision occurs continuously with the most common visual functions being those of near  and color vision and depth perception. 

• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally. • Requires manual dexterity to use and operate all necessary equipment. • Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well. 

• Must have finger dexterity to be able to operate office equipment such as computers,  printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX  machines, photocopiers, dolly and other office equipment as needed. 

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES 

The individual must possess the following knowledge, skills and abilities and be able to explain  and demonstrate that he or she can perform the essential functions of the job, with or without  reasonable accommodation, using some other combination of knowledge, skills, and abilities: • Must be able to travel on occasion, as needed. 

• Must be able to speak, read, write, and understand the primary language used in the  workplace. 

• Requires good communication skills, verbal, written and electronic. 

• Considerable knowledge of complex mathematical calculations and computer programs. • Must have excellent leadership capability and customer relations skills. • Must be detail oriented with outstanding organizational and communication skills. • Must possess intermediate computer skills. 

• Must possess basic computational ability.  

• Knowledge of computer programs, math skills as well as budgetary analysis capabilities  required. 

• Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are  provided at property level. 

• Ability to effectively deal with internal and external customers some of whom will require  high levels of patience, tact and diplomacy and collect accurate information to resolve  conflicts.  

• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key  system, and POS. 

• Self-driven and able to work independently

• Thorough knowledge of federal, state, and local laws governing equal employment  opportunity and civil rights, occupational safety and health, wage and hour issues, and  labor relations, including, but not limited to the following statutes and their state and  local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy  Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA. 

EDUCATION 

High school or equivalent education required.  

Bachelor’s degree and/or equivalent level of education preferred. 

EXPERIENCE 

• Hotel Operations experience required. 

• One to three years of leadership experience required. 

• Knowledgeable of loyalty programs, brand standards and hospitality industry systems  preferred. 

LICENSES OR CERTIFICATIONS 

Ability to provide and maintain a valid driver’s license as the position may require the operation  of motorized and electric vehicles.  

EXEMPT POSITION 

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime  pay. Exempt Staff members are paid a fixed salary that is intended to cover all the  compensation to which they are entitled. 

GROOMING 

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul  Hospitality standards. Refer to the property specific required grooming and uniform standards  policy. 

ATTENDANCE 

Regular attendance in conformance with the standards, which may be established by Azul  Hospitality, from time to time, is essential to the successful performance of this position. Staff  with irregular attendance / tardiness will be subject to disciplinary action, up to and including  termination of employment. Upon employment, all staff is required to fully comply with Azul  Hospitality rules and regulations for the safe and effective operation of the hotel’s facilities.  Staff members who violate hotel rules and regulations will be subject to disciplinary action, up  to and including termination of employment. Due to the cyclical nature of the hospitality  industry, staff members may be required to work varying schedules to reflect the business  needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is  required. This job description is not an exclusive or exhaustive list of all job functions that a  staff member in this position may be asked to perform from time to time.