Hotel Operations Manager
3 weeks ago
Hotel Operations Manager
As a key member of the One&Only Resorts team, the Hotel Operations Manager is responsible for overseeing the smooth operation of the Rooms Division. This includes coordinating administrative functions, overseeing department managers, and implementing corrective measures to improve problem areas.
Key Responsibilities:
- Coordinate the organization and administrative functions in all areas of the Rooms Division.
- Oversee the operation and coordination of the operating department through their respective managers.
- Provide solutions to improve problem areas and assist in implementing corrective measures.
- Ensure that monthly financial outlooks and results are accurate and on target, particularly monitoring all Rooms expenses to ensure they are kept in line with budget.
- Coordinate the implementation of and enhancement to minimum standards of guest service.
- Strive to increase the level of guest satisfaction through associate development and quality image.
- Handle all guest concerns and ensure effective follow-up.
- Monitor all VIPs, guests, and their requests.
- Handle all guest complaints expeditiously to complete resolution.
- Respond quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.
- Oversee employee and leader planning, recruitment, selection, and development through goal development and coaching.
- Ensure staffing is maintained at an appropriate level to match business demand.
- Participate in all regular and ad-hoc operational meetings and in the formulation of strategic business plans.
- Become involved and active within hotel committees and activities.
- Oversee performance reviews, training, and development of all Rooms Division staff to achieve hotel service quality standards.
- Motivate team members and establish a productive working environment at the hotel.
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