Position Summary:
The Operations Supervisor provides leadership and support to all team members in accordance with hotel standards, policies and procedures.
Ensures guest satisfaction through a commitment to delivering excellent service.
Motivates and engages the team to meet brand goals and company expectations with operational efficiency.
Duties and Responsibilities:
Able to function all hotel operating systems.
Assist with recruiting, onboarding and training.
Ensure staff training is completed to company standards and brand requirements.
Oversee staff scheduling for the departments according to labor standards and forecasted occupancy.
Maintain a professional and high-quality service-oriented environment.
Able to properly communicate with guests, address issues and bring satisfactory resolutions.
Able to forecast and yield manage rates to maximize hotel revenue and fill efficiency.
Maintain requirements associated with Guest Rewards and Loyalty Program.
Ensure group and meeting room business is properly managed.
Work closely with the Housekeeping and Maintenance Department to improve guest service and foster cross-departmental communication.
Respond to feedback on all Social Review sites as assigned by management.
Assist in maintaining and upkeeping time punches and records in the Time & Attendance System.
Assist in conducting staff meetings.
Train and monitor Front Office personnel on all participating marketing and sales programs.
Keep accurate records, documenting all training in personnel files and monitoring staff performance against plan.
Complete necessary file folder administrative duties.
Ensure daily checklists are being completed for smooth and efficient operations.
Accurately manage Accounts Receivables and all other accounting records as required.
Monitor Mart sales and inventory.
Monitor breakfast supplies, guest room supplies and other hotel items, and assist with orders.
Assist management in meeting revenue goals and capping expenditures.
Remain current in all the brand standard updates, new procedures and required training.
Work with all departments reinforcing teamwork with a positive attitude to help increase workplace productivity.
Responsible for understanding, training, and implementing hotel emergency procedures.
Able to work a flexible schedule of varied hours including weekends and holidays.
Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
Physical, Mental and Environmental Demands:
Must be able to perform job functions with attention to detail, with efficiency and under time constraints.
Must be able to push and pull up to 50 lbs.
and carry up to 20 lbs.
Must be able to bend, reach, kneel, pivot and grip items while working in guest rooms.
Skills, Educational Background, Experience and Basic Expectations:
Bachelor's degree / Schooling equivalent in Hotel Management/Business Administration.
Minimum 2 years of Front Office/Guest Service experience.
Leadership qualities.
Effective communication and excellent customer service skills
Able to prioritize, organize, strategize and manage workload.
Work cohesively with co-workers as part of a team and able to keep confidences.
Proficient in Microsoft programs.
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