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Operations Manager

Operations Manager

HighgateLas Vegas, NV, US
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Overview

Operations Manager’s function is to assist with the daily operations of the front office; F&B and Housekeeping while assisting with all aspects of guest experience.

Responsibilities

  • Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
  • Respond to all guests’ requests, problems, complaints and / or accidents, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist with development of employee morale and training. .
  • Maintain a professional working relationship and promote open lines of communication with senior leadership, employees and other departments.
  • Operate all aspects of the hotels computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the console and ensure that employees maintain Highgate Hotel 's in its use.
  • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel 's.
  • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  • Conduct guest check-ins and checkouts; confirm that all SOP’s are being followed properly.
  • Supervise all line level associates in various departments with daily duties.
  • Train new employees, help to develop and implement training programs.
  • Conduct interviews with applicants and participate in hiring decisions.
  • Scheduling and payroll functions for various departments.
  • Maintain log of rooms in “out of order” status.
  • Authorize and sign adjustments and paid outs over the limit.
  • Oversee discrepancy report and monitor follow-through.
  • Supervise housekeeping regarding daily room status.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Ensure correct and accurate cash handling.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages and promotions currently underway.
  • Follow and enforce all Highgate Hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Ensure participation within department for monthly Highgate Hotel Enrichment Committee.
  • Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
  • Assist with sign off of all Service Standards by Position for Guest Services staff.
  • Monitor all 's, special guests and requests.
  • Review Guest Request log on a daily basis.
  • Oversee complaint and request log.
  • Log all absenteeism and employee lateness.
  • Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
  • Block rooms for special groups.
  • Participate in Room Inspection programs.

Qualifications

Education & Experience :

  • 1 year of related experience required.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.

    • Physical requirements :

  • Long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Participate in coverage as required.
  • Maintain regular attendance in compliance with Highgate Hotel 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 wearing nametags.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.
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    Operation Manager • Las Vegas, NV, US