Operations Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Operations Manager

Description

The responsibilities include assisting in the overseeing of the entire Operations including, Rooms and F&B Divisions with the help of the Operations Director.

Operations manager is responsible for overseeing and directing Front Desk operations, Housekeeping, Guest Services, Security, Banquets, Restaurants, In-Room Dining, Lounges, Stewarding, and any other Food or Beverage related areas operated by Hyatt. Operations Manager is responsible to maximizes revenues & occupancy by analyzing daily status rates & makes adjustments accordingly. Manages large events & ensures high volume occupancy special requirements. Analyzes rate variances, monitors credit reports, open folios, deposit ledgers & maintains close observation of daily house counts. Coordinates major projects such as renovations, capital expenditures, & equipment changes. Conducts operations meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy forecasting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees.

Duties include:

• Responsible for short and long term planning and the management of the operations in the front and back of the house
• Develop and recommend the budget, marketing plans and objectives and manages within those approved plans
• Participate in total hotel management
• Experience supervising all operational departments
• Ability to assimilate operational statistics quickly and see how they can be used to enhance position of property
• Implement and execute a successful Upsell program driving 10% conversion and managing day to day room inventory
• Participate in MOD program
• Implement and maintain sales/marketing programs including F&B programming and Find Experiences
• Direct and oversee development of employees
• Hire, train, empower, coach and counsel, performance and salary reviews
• Direct the implementation of the payroll, reports, forecasts, inventory and budget for operations
• Coordinate operations with other hotel departments to ensure efficient guest service
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. Respond to online reviews, HySat Surveys and all feedback across all platforms.
• Implement procedures to increase guest and associate satisfaction
• Exercise quality control for both food and beverage.
• Maintain budgeted food cost and beverage cost.
• Exercise quality control in regards to Guest Room Cleanliness and Everything in Working Order.
• Implement strategies to enhance guest and colleague experiences to drive Customer Service scores.
• Utilize Heat Map and Guest Preference tools to identify opportunities and document measured KPI's.
• Maintaining Hyatt standards of service and ensure their implementation
• Performing daily walk-through to ensure full compliance with Department of Health regulations and Hyatt Corporate standards
• Maintain communications with Corporate Staff
• Coach and counsel employees to reflect Hyatt service standards and procedures

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• ServSafe Certification or Food Handlers Card
• Experience with Union Environment a plus
• 6 years or more of progressive hotel Rooms experience (typically with Hyatt)
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills
• At least 5 years experience in a senior role in a hotel rooms area
• Proven leadership skills
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills
• Maintain communications with Corporate Staff