Operations Manager
Crestline Hotels & Resorts
- San Francisco, CA
- $73,000-82,000 per year
- Permanent
- Full-time
- Create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.
- Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed.
- Anticipate guests' and employees' needs and respond promptly.
- Always promote positive guest relations.
- Ensure that the guest experience is pleasant and positive from arrival through departure.
- Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.
- Ensure all operations staff and supervisors are properly trained to standards and able to carry out the operations of each department.
- Work closely with department supervisors to develop them both personally and professionally.
- Ensure that all guest complaints regarding service and/or accommodations are investigated and resolved.
- Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
- Establish standards for personnel performance and customer service.
- Review work procedures and operational problems to determine ways to improve service, performance, cleanliness, and safety.
- Assist the Assistant General Manager and General Manager with the following employee relations activities: organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
- Provide Leadership / Mentoring to operations staff.
- Maintain complete knowledge of all operations department policies/service procedures.
- Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
- Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
- Staffing - numbers, appearance, attitude
- Operational cleanliness and maintenance
- Service - appearance, merchandising, attitude
- General crispness, quality, and consistency of operation
- Storage areas - organization, cleanliness, inventories, and care of equipment
- Review and respond to daily operational demands as it relates to the hotel.
- Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
- Monitor security of public areas of the hotel.
- Establish par levels for supplies and equipment.
- Conduct pre-shift meeting to review information pertinent for each day of business.
- High School Graduate or General Education Degree (GED): or 5 Years' Work Equivalent Bachelor's Degree preferred
- Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.
- 2+ years Assistant Front Office Experience or Supervisor
- FSPMS/Marsha/GXP