Operations Manager

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.

Summary:

The Operations Manager works with the General Manager to oversee day-to-day operations in the hotel. They supervise every aspect of the hotel to ensure smooth operations and maximum profit. The Operations Manager focuses on guest and associate satisfaction, expense control, and product quality.

Duties & Responsibilities:

• Responsible for developing and maintaining practices and procedures to ensure accurate and timely financial statements.
• Fully responsible for aspects of all departments within the hotel.
• Supports and works with all department heads of hotel.
• Ensures the premises are in operative condition as per category of the unit to receive & serve the guests.
• Conducts regular operations team meetings with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback/RSTS feedback and action taken for service recovery, and any staff issues.
• Ensures SOP implementation in all departments and checks the same during routine operational checks. Consultant/GRM guidance to be taken wherever required.
• Monitors the requests of each department, the accounts receivable (collection from debtors), and the accounts payable (payable to the vendors/suppliers etc).
• Randomly inspects stores to check the stock in hand (quality, par stock levels, expiry, etc.).
• Inspects all departments with their respective Managers for SOP implementation, cleanliness, ambiance, service readiness, staff grooming & hospitality culture.
• Assesses and reviews customer satisfaction and service recovery process.
• Identifies staff learning needs and assists with development.
• Monitors and maintains operations & overhead cost in order to maintain maximum revenue for the organization.
• The duties and responsibilities described are not a comprehensive list; additional tasks may be assigned at any given time. The scope of the job may change as necessitated by business demands.