- Location
- Wilmington, NC
- Department
- Operations
- Seniority
- Manager
- Source
- Paylocity
Description
Description
The Operations Manager is responsible for Hotel Operations, with direct oversight of the Guest Services manager and the Hotel Reservations Systems. This position reports directly to the Assistant General Manager and will help to inform planning and development for Front Desk, maintenance, F&B and housekeeping departments. The Operations Manager will work closely with the Guest Service Manager ensuring back-of-house operations and front-of-house operations are coordinated. The Operations Manager will work with the guest services manager to manage Front Desk staff and operations to ensure excellence in product and service is provided to all guests.
Responsibilities:
o Oversee day-to-day front of house operations, including housekeeping, and hotel reservations; Fill in as Rooms Inspector when needed
o Oversee property management system and integration with all external systems to ensure proper function
o Oversee systems used to manage guests, as well as maintenance work orders to make sure staff are utilizing these appropriately
o Collaborate with General Manager as follows:
o Front Desk training
o Drafting Front Desk schedules to ensure appropriate staffing
o Manages and motivates all front office personnel with the supervision of staffing, training, discipline, scheduling, and performance, hires employees as directed by GM
o Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting.
o Manages Guest Services Relations, Training, and Guest Response processes. Investigates and makes a record of guest complaints
o Ensuring that product is adequately servicing guest needs and expectations
QUALIFICATIONS:
o Must be able to work all shift including weekends and evenings
o Must have demonstrated computer skills for guest registration, reservations, reporting, etc.
o A minimum of average financial comprehension to understand and interpret numbers as they apply to operations in hotels
o Proficient supervisory skills
o Capable of developing and training subordinates
o High level of patience, problem solving skills, tact, diplomacy to defuse anger and resolve conflicts/disputes
o Duties are subject to change and additional responsibilities/tasks may be assigned