Operations Manager at Bolton White Hotels & Apartments

Overview

• Directly responsible for two departments (Front Desk, F&B), including Guest and Associate satisfaction, financial performance, sales and revenue generation, Associate relations, and delivering a return on investment to ownership.
• Assists the General Manager in implementing hotel-wide strategies within areas of responsibility, ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations.

Responsibilities
General Responsibilities:

• Optimize and maximize Guest and Associate experiences.
• Responsible for the overall success of the hotel, using strong leadership skills to drive revenue, maximize profits, and ensure quality. Directly responsible for at least two departments and at times may be responsible for the effective operation of the entire hotel in the absence of the General Manager.
• Effectively manage and motivate Associates to ensure achievement of overall financial results, Guest and Associate satisfaction.
• Champion of the hotel’s internal and external communications and record-keeping.

Primary Functions
Revenue:
Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget.

 Profit:
Effectively manage and control all operational expenses including labor, overtime, supplies, etc., enforce Company procurement guidelines, and seek and implement cost saving strategies.
 Asset Protection:

• Ensure the maximum value of the hotel asset including the physical structure as well as all contents therein, through appropriate care and maintenance.
• Use good judgment to make appropriate decisions which may impact the long-term value of the asset. Ensure all licenses are up to date and the property is in compliance with all applicable codes and ordinances.

 Quality:
Guest Service:

Ensure that the hotel meets or exceeds Bolton White’s Image and Brand Standards for Guest Satisfaction.
Training:

Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to the Company’s training guidelines and policies.

 Community Involvement:

• Ensure good standing in the community by developing and maintaining relationships with the Chamber of Commerce, the Convention and Visitors Bureau, other hotels, local schools, local government, and other community and civic organizations.
• Lead the hotel team to contribute to the local community in a charitable way by participating in service opportunities in the area surrounding the hotel.

Leadership

• Leading: Motivate, coach, and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to the Company’s policies and procedures.

Essential Job Functions

• Maintain a professional image and support the Company in actions and words at all times.
• Maintain a hotel atmosphere consistent with the Company’s standards for professionalism and total quality Guest service.
• Maintain open channels of communication with General Manager, fellow co-workers, Associates, and Guests.
• Address Guests’ complaints in a manner which results in superior Guest service.
• In the absence of the General Manager, handle emergencies at the hotel, following procedures for notifying the proper Company management and civil authorities when necessary.
• Actively enforce all safety policies to protect Associates, Guests, and Company Assets.
• Extend professionalism and courtesy to Guests at all times.
• Motivate and encourage staff to effectively solve problems which need attention.
• Assist and train Associates to understand Guests’ ever changing needs and how to exceed them.
• Proactively deal with Associate concerns.
• Provide a safe working environment, in compliance with OSHA/SMDS standards.
• Ensure a viable key control program is in place.
• Comply with all corporate accounting procedures.
• Lead by example, demonstrating self-confidence, energy, and enthusiasm.
• In the absence of the General Manager, assume complete responsibility for the effective operation of all hotel areas, and the achievement of hotel goals.
• Ensure that staff reports to work as scheduled. Document any late or absent Associates. Coordinate breaks for Associates.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Ensure effective procedures are in place within department areas for which responsibility is assigned (may include Front Office, Food & Beverage, Engineering, and/or Housekeeping).

Qualifications

• At least a Degree in Hospitality related course or equivalent, related experience
• At least 8 years working experience in similar role and excellent working knowledge of hospitality industry
• A Master degree I a related field will be an added advantage
• Ability to communicate effectively both verbally and in writing

Optimum Attributes:

• Well-groomed and professional in appearance
• Willing to work on weekends and holidays if required
• Effective communication skills
• Good listener
• Open with praise, discreet with criticism
• Rational, prudent and practical