Assistant General Manager/Operations Manager

Hay Creek Hotels; Savannah (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hay Creek Hotels is seeking an experienced Hotel Manager/Operations Manager to oversee daily operations, guest services, and a portfolio that includes on-site short-term rentals. You will lead a team, manage staffing and training, and partner with maintenance to uphold brand standards.

The role requires a strong background in Rooms Division, luxury hospitality, and proficiency with property management software.

Qualifications

• Recent 3+ years Hotel Manager or Operations Manager experience.
• Experience with condo-hotel, vacation rental, or short-term rental operations.
• Strong background in Rooms Division.
• Experience in luxury environment.
• Experience in Property Management Software.
• Excellent verbal and written communication skills.
• Strong Cost Management skills, with the ability to meet or exceed budgetary expectations.
• Daily Revenue and P&L Reporting exposure and knowledge.
• Strong background in hotel forecasting.
• Comfortable with managing and leading a team with motivation, accountability, and regular follow-up.
• Ability to establish a strong service culture and maintain high customer service standards.
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced environment.

Responsibilities

• Assist GM in daily operations such as service standards, promotions, marketing, comps/voids, budgeting, inventory, and labor cost management.
• Oversee on-site short-term rentals and ensure high guest experience.
• Lead staff training, scheduling, hiring, and performance management per SOPs.
• Manage housekeeping and housekeeping inventory; ensure public spaces cleanliness.
• Coordinate maintenance with on-site team and pursue cost-effective upkeep.
• Monitor monthly budgets and assist in financial planning and cost control.
• Lead yield management initiatives and monitor revenue/forecast reports.
• Collaborate with marketing/media partners to improve SEO and online presence.
• Address escalated guest concerns with timely, courteous resolutions and follow-up.
• Review reservations, forecasts, and revenue data to ensure accuracy and optimize staffing.

Skills

Hotel management experience

Condo-hotel/o short-term rental ops

Rooms Division

Luxury environment

Property Management Software

Verbal and written communication

Cost management

Revenue & P&L reporting

Hotel forecasting

Team leadership

Service culture

Multitasking & prioritization

Job description

Job Summary:

• Assist GM in the management of daily operations including servicestandards, promotions, marketing, comps and voids, capitalizingsales, inventory, budget, revenue management and labor cost management.
• Management of on-site short term rentals.
• Create and maintain relationships with clients and guests, with astrong passion to elevate one’s overall experience at the property.Must be willing to become the face of the property, exercisingpro-active community involvement and interpersonal guest services.
• Consistently practice, lead, and train staff in all HCH serviceculture programs, standard operating procedures (SOP), guest servicestandards and local hotel policies.
• Assist GM in operational staffing needs to include: hiring,training, scheduling, managing, evaluating, counseling,disciplining, and motivating of new hires.
• Manage and oversee housekeeping department to include roominspections and inventory of room supplies. Ensure all public spacecleanliness meets HCH standards.
• Oversee upkeep and maintenance of the property and work inconjunction with on-site maintenance staff.
• Manage department expenses to ensure they are in line with monthlybudget. Assist department managers in financial budgeting, managingexpenses and costs, and assist in reaching overall financial goals.
• Ensure monthly department meetings are being held to support andrefresh hotel standardsand attend as needed.
• Implementation and maintenance of a successful Yield Management Program.
• Coordinate with GM and third party media managers to increase SEOand maintain upkeep of all media sources including; Hotel website,Social Media Pages, Google+, etc.
• Assist in the development and implementation of third partypromotions, internal marketing initiatives, packages and other offerings.
• Work in conjunction with all departments and their managers,contacting the necessary persons when a problem is reported.
• Professionally handle escalated guest complaints, solve problems,apologize/empathize, and follow up with all guest complaints,maintenance issues, and safety concerns using HCH service culture standards.
• Review daily reservation transaction reports, forecasts andrevenue reports and ensure overall accuracy.
• Remain present on property during peak service dates and times.All managers are expected to be customer-facing, readily available,and turn attention to guest needs at peak times.
• Remain aware of room availability and guests' accounts, as well asreservations on the books, to anticipate and determine staffinglevels and overall service needs. Working knowledge of all rates,packages, and booking restrictions.
• Have a thorough working knowledge of hotel Property Management Software.
• Handle all lost and found inquiries efficiently andprofessionally, following proper guidelines.
• Responsible for safekeeping and issuance of managerial and room keys.
• Flexibility to complete daily operational needs wherever andwhenever needed in order to satisfy any gaps in operations orservice needs, including entry level job duties and job duties inother departments, all according to HCH SOP’s.
• Understand, practice, train, and enforce all health, sanitation,safety and security laws, labor laws, statecertifications/licensing, Emergency Evacuation Procedures, AccidentReporting, Right to Know Law, Written Information Security Program,Bloodborne Pathogen Procedures, Anti-Harassment Policy, and Violencein the Workplace Policy.

Experience and Skills:

• Recent 3+ years Hotel Manager, or Operations Managerexperience required.
• Experience with condo-hotel, vacation rental, or short-term rental operations.
• Strong background in Rooms Division.
• Experience in luxury environment.
• Experience in Property Management Software.
• Excellent verbal and written communication skills.
• Strong Cost Management skills, with the ability to meet or exceedstrict budgetary expectations.
• Daily Revenue and P&L Reporting exposure and knowledge.
• Strong background in hotel forecasting preferred.
• Comfortable with managing and leading a team with motivation,accountability, and regular follow-up.
• Ability to establish a strong service culture and maintain highcustomer service standards.
• Ability to multitask, adapt to change, think quickly, andprioritize effectively in a fast paced and demanding environmentwhile maintaining calmness, composure, and hospitality.
• Successful completion of background check and/or DMV check.
• Weekend availability for high volume days is required.

Hay Creek Hotels ensures all candidates are able to apply for employment. If you require a reasonable accommodation or assistance in completing an online application, please contact the local Human Resource office at the hotel in which you are applying.