Operations Supervisor

DESCRIPTION

The Operations Supervisor is responsible for assisting the Hotel Assistant General Manager with the successful operation and administration of all hotel departments to include: Front Office, Housekeeping, and Engineering. The Operations Supervisor is responsible for the overall guest services and financial accuracy of the Hotel to include supervision, training, coaching, motivation, and policy implementation. The Operations Supervisor must ensure an awareness of all departments throughout the Hotel; ensuring a consistent focus on providing an exceptional experience to every guest while maximizing department profitability at the same time. The Operations Supervisor is responsible for ensuring that all Hotel operations are carried out professionally, to standards and at the highest level of service. The Operations Supervisor will achieve desired outcomes by planning, implementing, and controlling effective strategies that drive results and through the creation, development and maintenance of a competent, motivated, and empowered hotel staff. In the absence of the Hotel Assistant General Manager, the Operations Supervisor will assume this role.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PRIMARY RESPONSIBILITIES

• Acts in the capacity of Assistant General Manager in his or her absence.
• Works collaboratively with supervisors and managers to continually enhance and advance the hotel’s goals and operations.
• Work closely with other supervisors and line employees to develop them both personally and professionally.
• Establishes consistent operating procedures.
• Motivates the staff and establishes a productive and positive work environment.
• Responsible for the appropriate scheduling of Hotel Staff to ensure guest needs.
• Responsible for some property based Human Resources and Accounting functions; Ensure that all policies and procedures are followed.
• Maintain complete knowledge of all operations department policies/service procedures.
• Ensure the operations staff and supervisors are properly trained to standards and able to carry out the operations of each function of their department.
• Conduct weekly stand-up meetings staff to ensure employees are informed.
• Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate.
• Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis. Directly contact respective personnel and relay any deficiencies that are to be corrected.
• Ensure that an accurate inventory is completed at least once a month pertaining to housekeeping and front office amenities and supplies, standard guest room items, linen, provisions, etc.
• Work with Front Desk team to increase OTA email capture to almost a perfect 100% through accountability, coaching, and incentives.
• Work with engineering to ensure that all equipment within the guest rooms and all operational departments within the hotel are functioning properly and are a part of an effective preventative maintenance program.
• Manages direct billing invoice accounts and ensure prompt payment of outstanding invoices
• Keeps abreast of the competition and hospitality trends.
• Has a flexible schedule that can work any shifts. Assists with staffing coverage in the instance of call-offs.
• Assists in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue.
• Adheres to all company Standard/Conduct policies and procedures.
• Follows the company’s employee handbook for rules and regulations.
• Ensure that all operations departments and employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
• Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor.
• Reports to the Assistant General Manager

GUEST SERVICE & SATISFACTION

• Responsible for Guest Service scores, reviews the scores with the staff, site areas for improvement, create incentives.
• Handles guest complaints and special requests.
• Demonstrates a commitment to servicing the guest and takes initiative to speak to all guests.
• Responds promptly to any guest inquiries or complaints (if reasonable).
• Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding the use of negative language, and never displaying anger.

JOB REQUIREMENTS

• College degree or appropriate experience level in hotel operations or
• High school diploma or equivalent plus at least seven (2) years of related experience or any equivalent combination of education and experience that provides the above skills, knowledge, or abilities.
• Strong verbal and written communication skills.
• Significant attention to detail.
• Complete understanding of bottom line profitability and budget goals.
• Computer skills required.
• Experience with Hotel information systems preferred.