Operations Supervisor

Reports to : Assistant General Manager

Subordinates : Line Level Associates and Department Heads

FLSA Status : Non-Exempt

SUMMARY : The purpose of an Operations Supervisor is to support executing the day-to-day sales operations of the hotel, and assisting the Assistant General Manager in supervising the guest relations, reservation management, restaurant operation activities, front desk, housekeeping in accordance with hotel policies and procedures keeping with the direction of the management team in efforts to uphold the culture of McNeill Hotel Company.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in room operations reports.
• Understands the functions of the Recreation. Laundry, Housekeeping, Bell Staff, AYS,
• Operates all department equipment as necessary and reporting malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
• Understands and complies with loss prevention policies and procedures.
• Communicates performance expectations employees in accordance with job descriptions for each position.
• Handles employee questions and concerns.
• Effectively schedules employees to business demands and tracks employee time and attendance.
• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Verifies accuracy of room rates to maximize revenue opportunities
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Room Operations on the overall property financial goals and objectives.
• Assists in the investigation of employee and guest accidents.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Assists in the review of comment cards and guest satisfaction results with employees

QUALIFICATIONS :

Education / Experience :

• High School Diploma or GED equivalent. Must have previous management experience including general knowledge of personnel management, guest services, front desk, housekeeping, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Skills :

• Teamwork oriented
• Have a stable work history
• Be well-organized and have strong client follow-up
• Be competitive, self-motivated and a self-starter.
• Exhibit exceptional written and verbal communication skills
• Have fully functional computer skills including experience with Word, Excel and PowerPoint.
• Innate sense of urgency
• Ability to read, write, and speak the English language

Working Conditions :

• Will be required to work nights, weekends and holidays
• Will be required to work in a fast-paced environment
• Will be exposed to cleaning agents and chemicals

RELATIONSHIPS :

Internal : General Manager, Assistant General Manager, Front Office Manager, Peers, and Field Operations at the corporate level

External : Guests - To provide customer service

PHYSICAL / COGNITIVE ACTIVITIES :

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel;

reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl, talk and hear. The employee is occasionally required to use sense of smell.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust or focus.

A significant portion of time will be spent moving about the hotel and frequent lifting and carrying up to 50 pounds.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

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