What are the responsibilities and job description for the Operations Manager position at KMG Hotels?
About the Job
Our Holiday Inn Property is recruiting for an operations Manager. As Operations Manager, you’ll keep our hotel running smoothly, make sure everything is working well and all our guests are safe and comfortable. You’ll maximize financial returns, driving development of people, creating and maintaining a memorable guest experience, executing brand standards, and building awareness of hotel and brand in the local community. You may act as the General Manager in his/her absence.
Your day-to-day:
People:
People:
- Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
- Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance
- Train team members to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently
- Recommend or initiate any HR elated actions where needed
- Drive a great working environment for teams to thrive – connect departments to create sense of one team
- Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Financial:
- Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments
- Monitor and report variances against budget and control labor costs and other expenses
- Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
- Foster positive owner relationships if applicable and assist in providing ongoing information and status reports
Guest Experience:
- Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
- Review guest feedback and implement strategies for continuous improvement
- Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
- Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
Responsible Business:
- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotels or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts
- Comply with federal, state and local laws regarding health, safety and alcohol services
- Maintain a focus and commitment to operating a “green” hotel
- Perform other duties as assigned. May also serve as manager on duty
What we need from you:
- Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration.
- 3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience.
- Previous extended stay experience or experience in a hotel of similar size and complexity preferred.
- Must speak fluent English.
- Other languages preferred.
How do I deliver this?
- Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
- True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
- True Confidence: having the knowledge and skills to perform your role and giving guests the confidence that they can trust you, to help and support them during their stay.
- True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
- True Responsiveness: is about providing guests with what they need and doing so in a timely and caring manner.
About KMG Hotels
KMG HOTELS was founded in 2000 and owned by Jay Koshiya and Sanjay Koshiya. Jay Koshiya is the current Chief Executive Officer, & President. Mr. Sanjay Koshiya is current Vice President & Chief Operating Officer of the company. Today, KMG owns and operates twenty-one hotels, representing various franchises like Marriott, Hilton, Inter-Continental Hotels Group & Choice Hotels International. KMG has opened six Marriott Premium select service hotels in the last eighteen months and has a number of exciting development projects in the pipeline. KMG Hotels is a company committed to growth by exceeding the expectations of our associates, guests and partners. We strive to create an environment where all associates are valued and respected and were doing it the “right way” takes precedence over doing it the “easy way.” We aspire to be the industry leader in proactively setting standards of excellence in acquisitions, development, ownership and management. Our growth is built on honest business practices, a strong commitment to our associates, progressive sales practices and a dedication to providing well maintained hotels. Hard work, commitment and the spiritual strength of the KMG family have been the building blocks of the KMG Hotels brand. As a premier lodging company that now employs over 800 plus associates, KMG Hotels provides increasing financial strength and stability to our stakeholders—namely our guests, associates and owners.