Operations Manager

crestline-external; Keystone (CO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Dental, Vision

Paid Time Off

401k with company match

Travel Discounts

Educational Assistance

Job summary

Crestline Hotels & Resorts in Keystone, CO seeks an Operations Manager on the leadership team to drive exceptional guest experiences while maximizing hotel profitability. You will plan, implement and control departmental strategies, lead, train and mentor an empowered operations staff, and partner with other departments to deliver flawless service.

The role requires strong oversight of daily operations, staffing, budgeting and payroll, and a commitment to standards, safety and guest

Qualifications

• GED or high school diploma required; Bachelor's degree preferred.
• Experience with hotel information systems and MS Office.
• Proven leadership and staff development capabilities.

Responsibilities

• Create and execute strategies to exceed guest satisfaction and revenue targets.
• Collaborate with all departments to ensure service excellence and operational efficiency.
• Anticipate guest and staff needs and respond promptly.
• Promote positive guest relations and ensure a pleasant guest experience from arrival to departure.
• Monitor budgets/payroll and ensure expenditures align with the approved plan.
• Provide leadership, coaching and mentoring to operations staff; train supervisors.

Skills

Leadership

Staff Training & Development

Budgeting & Payroll

Guest Relations

Operational Excellence

Education

GED or High School Diploma

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.

The Operations Manager is responsible for providing an exceptional experience to every guest while maximizing hotel profitability at the same time. The Operations Manager is responsible for ensuring that all hotel operations are carried out professionally, to standards and at the highest level of service. The Operations Manager will achieve desired outcomes by planning, implementing, and controlling effective departmental strategies that drive results and through assisting in the creation, development and maintenance of a competent, motivated and empowered operations staff. The Operations Manager will effectively lead, train, coach, motivate, engage and provide feedback to all operations staff and supervisors on a daily basis.

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.

From basic benefits to added advantages, Crestline Hotels & Resorts does what it takes to take care of our Associates—both in and outside of work. Benefits include: Health and Welfare plans to include Medical/Dental/Vision options, Competitive Paid Time Off, 401k Savings Plan with Company Match, Volunteer Opportunities, Educational Assistance, Travel Discounts, and more! *Positions eligible for incentives and/or bonus. *Benefits may vary depending on location.

*No application deadline. All positions posted on on-going basis until filled*