Hotel Operations Leader: Guest Experience & Profits

Johnson Hospitality Group; San Carlos (CA); On-site; USD 75,000 - 80,000; Full time

Job summary

Johnson Hospitality Group in San Carlos, CA is seeking an experienced manager to assist the General Manager in overseeing hotel operations, maintaining guest service standards, and helping meet budgeted profitability. Salary range is $75,000 to $80,000 per year, and the role involves hands-on leadership across several departments.

You will directly supervise Front Office, Housekeeping, and Engineering, develop staffing schedules, monitor reports and revenue, and ensure compliance with brand

Responsibilities

• Hire, train, counsel and motivate strong departmental teams
• Develop departmental schedules to ensure staffing is adequate and within budget guidelines
• Assist in performing department forecasts
• Process accounts receivable and monitor the department budgets
• Check all daily reports and respond accordingly to findings
• Ensure guest special requests are fulfilled
• Ensure proper delivery of guest services as directed by the General Manager
• Monitor posting of guest charges to minimize lost revenue
• Monitor room availability to ensure hotel is maximizing room revenue
• Update systems availability from cancelations and arrival and departure changes
• Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed
• Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement
• Focus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needs
• Ensure all departments are in compliance with all required trainings
• Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance
• Be present and actively oversee breakfast service on a regular basis
• Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance
• Manage brand and OTA messaging platforms
• Educate department heads on emergency procedures and ensure all employees are properly trained in these procedures
• Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)
• Always have a friendly and welcoming demeanor when interacting with our guests
• Establish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counseling
• Create employee engagement activities and reward recognition for outstanding efforts
• Develop and maintain hotel programs to assure that the Quality Assurance Program criteria are met
• Take a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruiting
• Participate in the MOD program. Working regular weekends will be required
• Carry out any reasonable request by management that I am capable of performing

Job description

Johnson Hospitality Group in San Carlos, CA is seeking an experienced manager to assist the General Manager in overseeing hotel operations, maintaining guest service standards, and helping meet budgeted profitability. Salary range is $75,000 to $80,000 per year, and the role involves hands-on leadership across several departments.

You will directly supervise Front Office, Housekeeping, and Engineering, develop staffing schedules, monitor reports and revenue, and ensure compliance with brand