HOTEL OPERATIONS MANAGER

Hotel Operations Manager

Date Revised: 10/26 Department: Hotel

FLSA Status: Exempt Reports to: Director of Member Accommodations

Summary:

The Hotel Operations Manager oversees the operations of the Hotel, Butler Service, and Housekeeping Departments. Accountable and responsible for achieving total member/guest satisfaction while ensuring that the interpretation of the highest level of quality service standards is executed consistently.

This position plays a key role in the daily interaction and direction of all the staff members. All tasks and assignments encompassing this position are to be performed to achieve departmental operational objectives at the highest level in support of the Club vision and mission.

In accordance with Fisher Island Club’s philosophy, all team members work together, sharing in a common goal of a successful and forward-thinking club. Team members are to demonstrate integrity, fairness, and honesty. These are the core values that we will live by in our daily interactions with all our external and internal members, guests, and customers.

Nature and Scope:

• The incumbent reports directly to the Director of Member Accommodations. The major trust of the position is to create and maintain a professional, member-centric operation,

Duties and Responsibilities:

• Lead by example utilizing a “hands-on” approach to management.

• Facilitate an environment in which team members are comfortable utilizing the open-door policy

• Develop and maintain good communication and work relationships in all areas of the club

• Develop policies and procedures to enhance and measure quality; continually update written policies and procedures to reflect state-of-the-art service.

• Ensure all front office payroll and other expenses are properly monitored in accordance with the departmental budget.

• To maintain open and clear communication with all internal departments.

• In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.

• Recruits and makes selection decisions; evaluates job performance of division team members and leaders; coaches, rewards, and disciplines staff in a fair and legal manner

• Motivates, builds morale, and provides professional development opportunities for all hotel staff, including cross-training

• Maintains physical presence during times of high business volume

• Communicates both verbally and in writing to provide clear direction to staff.

• Resolves member/guest complaints; anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow, and employee performance to ensure high levels of member/guest satisfaction and quality of services are achieved.

• Report and document any observed or known safety hazards, conditions, or unsafe practices and procedures to management immediately.

• Assist in emergency and security procedures as directed by the employee manual and the established emergency plan.

• Troubleshoot problems and situations to ensure procedures and processes are examined to prevent problem recurrence.

• Handle and/or refer member concerns or complaints according to Club policy and standards.

• Ensure all member/guests are being treated efficiently and courteously and that all Club standards are being applied

• Ensure all Hotel/Club quality standards are complied with, and that policies and procedures are consistently applied

• Work in conjunction with accounting to maintain accurate departmental financial records and ensure financial objectives are met.

• Coordinate activities with other Club departments to facilitate increased levels of communication and member/guest satisfaction

• Have a good understanding of Revenue Management and be able to manage rates and room inventory to maximize profitability.

• Direct and collaborate with Housekeeping and Engineering departments to ensure that all Hotel areas are maintained and in working order.

• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest expectations.

• Provide consistent ongoing direction to staff members to ensure satisfaction of departmental goals and Operational objectives.

• Ensure delivery of superior guest service through follow-up and coordinate with all pertinent departments.

• Ensure that staff members adhere to grooming and uniform guidelines consistently.

• Encourage, motivate, and monitor staff to consistently perform their duties in compliance with Guest Service standards.

• Work closely with all Club départements to ensure operational efficiency.

• As required, handle all correspondence and pre-planning of arrivals. Creatively, efficiently, and responsibly propose check-in programs based on the nature of the arrival experience.

• Responsible for monthly business analysis, P & L analysis, and budget control.

• Review, establish, and approve procedures for all pertinent functions in the Hotel.

• Work closely with department leadership to implement such programs for operational efficiency.

• Complete all other tasks as assigned.

• Exercise discretion and independent judgment in the completion of job duties related to matters of significance,

Minimum Qualifications:

• 5-10 years of upscale hotel and resort experience.

• Previous Hotel Management experience is necessary, including housekeeping and front desk (or rooms division).

• Must have a valid Driver’s License.

• Must be able to work evenings, holidays, mornings, and night shifts as required for operational excellence.

Knowledge, skills and abilities:

• Excellent computer skills, i.e., Outlook, Word, Excel proficiency

• Ability to verbally communicate with others to coach and lead

• Strong interpersonal, managerial, and leadership skills required

• Strong organizational and time management skills required

• Ability to manage change effectively

• Ability to conceptualize the mission

• Clear, concise written and verbal communication skills

• Experience making presentations in front of groups

• Track record promoting an atmosphere of teamwork

• Experience communicating, training, and managing multilingual staff

• Instill a guest service “can-do” attitude in all employees

• Experience training and developing employees with limited experience

• Coach employees on how to resolve and de-escalate conflicts in a calm and organized manner

• Strong customer service and reasoning skills

• Strong and creative problem-solving skills with exceptional attention to detail in follow-up

• Follow/enforce company policies and procedures

• Ability to quickly evaluate alternatives and decide on a plan of action

Attributes

• Proactive, Team Player, Problem Solver

• Passionate about hospitality and customer service-driven

• Must have a professional appearance and good hygiene

• Respect for all co-workers, guests, and members

• Pride in your work by creating positive energy, excitement, and fun

• Demonstrate positive behaviors, smiling, being polite and courteous

• Able to develop camaraderie with team members

Working Conditions:

• Work is performed in an office environment and outdoor walking/standing for extended periods

• Ability to work a flexible schedule to include, but not limited to, nights, weekends, and holidays

• Ability to work in a fast-paced environment and have ability to meet deadlines