Operations Manager

KMG Hotels; Chesterfield (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

A hotel group is seeking an Operations Manager to oversee hotel operations, leading a team to ensure exemplary service and maximize guest satisfaction. The role involves managing various departments, conducting audits, and improving financial performance. Candidates should have experience in hospitality management, strong leadership skills, and the ability to adapt to guest needs. This position offers the opportunity to contribute to the hotel's success in a dynamic environment.

Qualifications

• Experience managing hotel operations and staff.
• Strong understanding of guest satisfaction and hospitality.
• Ability to analyze financial statements and performance data.

Responsibilities

• Support hotel operations across various departments.
• Manage staff to maximize guest satisfaction.
• Conduct audits and ensure key control programs are in place.

Skills

Customer service

Team leadership

Problem-solving

Communication

Job description

Overview

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of an ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing team, and become the best version of you.

Responsibilities

As an Operations Manager, you will support in executing all of the operations in the hotel\'s departments (including Front Office, Bistro Restaurant, Housekeeping, Laundry, Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leadsteam while assisting with meeting or exceeding property goals.

Supporting Operations Team:

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Leads by example by demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s):

• Follows property-specific policies and procedures.
• Assist with filling shifts in all departments if short staffed.
• Presents all guest satisfaction results in the Daily Smart Start meetings, including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists with scheduling.
• Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience:

• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability:

• Assists in performing required quarterly and annual audits.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities:

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.