Dual Operations Manager

TITLE: Dual Operations Manager

DEPARTMENT: A&G

REPORTS TO: Dual General Manager

SUMMARY

Plan and manage the rooms and related area's operations of each hotel property to achieve customer (guests, associates, company, and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the hotel operations. Recommends the area's budget and manages expenses within approved budget constraints. 

ESSENTIAL RESPONSIBILITIES

• Manage associates in the division in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. 
• Develop, recommend, implement and manage the division's annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations. 
• Implement company programs (Franchise) and manage the operations of the department in a manner consistent with federal and state laws and regulations and company policies and procedures to ensure a high level of quality and customer satisfaction. 
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. 
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Create a work environment that allows for personal growth and development for all associates, encourages an empowered and engaged workforce while the company’s values. 
• Ensure prompt and appropriate response to conflict management. 
• Evaluate and support proper staffing levels and positions to ensure the success of the hotel. 
• Support strategies for the property from an operation, staffing and service perspective while ensuring alignment with the businesses other disciplines and support teams. Support strategic planning, development, and coordination of business initiatives and strategies. 
• Ensure consistent and stabilized systems and processes for the guests. 
• Mentor and develop high potential talent and future high potential talent in line with the organizations talent management strategies.  
• Look for more efficient and effective ways to provide services to our hotels and owner. 
• Leverage technology and third parties where appropriate. 

OTHER RESPONSIBILITIES

• All other duties as assigned, requested or deemed necessary by leadership.

SUPERVISORY DUTIES 

10-30 associates

BEHAVIORAL FOCUS

At G Lodging, our core values which provide a guide for our decisions are:  

• Do the Right Thing: demonstrate empathy, honor and integrity in all that we do.  
• Think We, not Me: Together as a team we reach new heights in our work and community.
• Be Your Best Self: We are engaged, move with purpose, and serve with enthusiasm.
• Think Like a Guest, Act Like an Owner: Anticipate the needs of our guests and value our properties.

CORE COMPETENCIES

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associate, regardless of role which include: 

• Integrity and Respect
• Communication
• Innovation
• Teamwork and Relationships
• Hospitality
• Job Excellence
• Managing & Developing Others
• Leadership

Education/Formal Training

A four-year college degree or equivalent education/experience.

Experience

Four to five years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• This includes experiential knowledge required for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches. 
• Ability to make decisions with only general policies and procedures available for guidance.
• Supervisory/management skills. Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
• Moderate hearing necessary as guests phone with requests and questions. 
• Excellent vision necessary to assess required reaction to meet standards. 
• Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
• Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments. 
• Bending/kneeling -must be able to accomplish any task required of associates within assigned departments. 
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments. 
• Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week. 
• Driving required as necessary.

Environment

Inside hotel and office environment 95% of shift.