Operations Manager

POSITION OVERVIEW:

This role is responsible for overseeing daily hotel operations, supporting departmental teams, and ensuring service and brand standards are consistently met. The individual demonstrates strong leadership, attention to detail, sound business judgment, and the ability to manage priorities in a fast-paced environment. 

RESPONSIBILITIES:

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with E.M.A. Hospitality standards as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which include compliance with E.M.A. Hospitality's dress code and wearing a nametag when working (per brand standards)
• Comply and ensure adherence to E.M.A. Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements as applicable for the position, to include: Food Handlers, Alcohol Awareness, CPR & First Aid.
• Ensure the efficient operation of the hotel in the absence of the General / Assistant General Manager by supervising and supporting the Guest Services, Food & Beverage, Engineering, Accounting, Sales, and Housekeeping departments. Communicate and/or correct deficiencies in these departments in conjunction with the supervisor on duty.
• Use competencies from E.M.A. & Brand training materials to develop self in all operational departments. Work with Department Heads to gain a good understanding of each position and how it affects the operation of the hotel.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction. Follow up on all empowerment successes and opportunities with the appropriate Department Head.
• Participate in required M.O.D. coverage as scheduled.
• Ensure that training in service standards is taking place in each department using the steps to effective training.
• Ensure recruiting, hiring, and training for Guest Services based on occupancy.
• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Maintain procedures for handling the hotel safe, specifically concerning security, and initiate a monthly safe audit.
• Ensure that all scheduled meetings take place on the property.

QUALIFICATIONS:

• 4-year college degree and at least 2 to 3 years’ experience in Rooms Division; or a 2-year college degree and at least 3 to 4 years of experience in the Rooms Division.
• Previous supervisory experience required.
• Must be proficient in Windows Operating Systems, Opera PMS, and Colleague Advantage.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc. from different sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be able to convey information and ideas clearly.