Operations Manager - Blue Sky Hospitality Solutions

Position: Operations Manager Date: December 2024

Reports to: General Manager – Director of Operations

JOB SUMMARY

Operations Managers is responsible for overseeing all aspects of a guest's experience at the Doubletree Greenway Plaza, including welcoming guests, addressing concerns, ensuring excellent customer service, actively managing guest feedback, and collaborating with other departments to create memorable and positive interactions throughout their stay. The operations manager will oversee the hotel during the evening and will be the manager on duty during the evening hours.

CANDIDATE PROFILE

Experience:

• High school diploma or equivalent required, and college degree preferred.

• Previous Hotel Rooms and Food & Beverage experience

• Hilton brand experience is preferred.

• Prior experience in a customer service role within the hospitality industry, ideally in a supervisory position.

JOB ESSENTIALS

• Ensure the smooth and efficient running of all departments, including front desk, housekeeping, and the Outlets.

• Collaborate with other departments (front desk, housekeeping, food & beverage) to ensure seamless guest experience. Direct the day to day operations of the restaurant and room service and dinner periods.

• Manage the maintenance/sanitation of the Food and Beverage areas and equipment in the hotel to protect the assets, comply with regulations and ensure quality service.

• Respond to customer trends, needs, issues, comments and problems to ensure a quality experience and enhance future sales prospects while monitor key performance indicators related to guest satisfaction.

• Balance inventory accuracy room revenue, all room and tax charges, cashier's reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of shift closures.

• Assist guests with arrival and departure from hotel, while providing positive guests experiences.

• Assigning tasks and ensuring proper staffing levels across departments, while providing guidance and coaching to staff across the hotel.

• Maintain confidentiality of all guests and hotel information

• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.

• Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

• Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.

• Ensure work area is clean and clear debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively.

• Act as Manager on Duty during the evening shift.

• Perform any other job related duties as assigned.

Other

• Ability to access and accurately input information using a moderately complex computer system.

• Able to handle cash and credit transactions.

• General knowledge of local area attractions and transportation.

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.

• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Ability to observe and detect signs of emergency situations.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Command of the English language both written and verbal.

• Ability to multi-task, and prioritizes with excellent follow up skills and customer service.

• Regular attendance in conformance with the standards is essential to the successful performance of this position.

• Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

• Physical Demands

• Some lifting may be required. This position may require 75%+ or more of time on their feet.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

***Blue Sky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.**