Operations Manager

crestline-external; Kansas City (MO); On-site; USD 70,000 - 95,000; Full time

Job summary

Crestline Hotels & Resorts in Kansas City, MO seeks an Operations Manager with a passion for service and a strong leadership background. You will drive guest satisfaction, manage budgets, and mentor the operations team to excellence in all hotel departments.

Responsibilities include implementing strategies to exceed guest expectations, supervising daily operations, and ensuring service standards from arrival to departure. The role requires a proven track record in hospitality leadership.

Qualifications

• High School diploma or GED; relevant experience considered.
• Experience in hotel operations and guest services is essential.
• Computer skills; familiarity with Microsoft Office and hotel systems.

Responsibilities

• Lead operations team to deliver guest satisfaction and revenue growth.
• Monitor budgets and payroll; ensure expenditures are authorized and budgeted.
• Provide leadership and mentoring to operations staff; train to standards.
• Investigate and resolve guest complaints; maintain service quality.
• Coordinate with departments to optimize operations and safety.

Skills

Leadership

Guest satisfaction

Staff mentoring

Budget monitoring

Microsoft Office

Hotel information systems

Education

GED or higher

Bachelor's degree preferred

Tools

Microsoft Office

Hotel information systems

Job description

Overview:

Crestlineis looking for a talented person who has a genuine care and passion for service to join their leadership team as the Operations Manager.

Key Duties & Responsibilities:

• Create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.
• Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed.
• Anticipate guests' and employees' needs and respond promptly.
• Always promote positive guest relations.
• Ensure that the guest experience is pleasant and positive from arrival through departure.
• Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.
• Ensure all operations staff and supervisors are properly trained to standards and able to carry out the operations of each department.
• Work closely with department supervisors to develop them both personally and professionally.
• Ensure that all guest complaints regarding service and/or accommodations are investigated and resolved.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Establish standards for personnel performance and customer service.
• Review work procedures and operational problems to determine ways to improve service, performance, cleanliness, and safety.
• Assist the Assistant General Manager and General Manager with the following employee relations activities: organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
• Provide Leadership / Mentoring to operations staff.
• Maintain complete knowledge of all operations department policies/service procedures.
• Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
• Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
• Staffing - numbers, appearance, attitude
• Operational cleanliness and maintenance
• Service - appearance, merchandising, attitude
• General crispness, quality, and consistency of operation
• Storage areas - organization, cleanliness, inventories, and care of equipment
• Review and respond to daily operational demands as it relates to the hotel.
• Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment.
• Conduct pre-shift meeting to review information pertinent for each day of business.

Education and Experience:

• High School Graduate or General Education Degree (GED): or 5 Years' Work Equivalent Bachelor's Degree preferred
• Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.