Operations Supervisor

Hei Hotels Inc.; Anaheim, Northern (CA, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical & Dental benefits

Vision insurance

Vacation & Holidays

Pet insurance

401(k) matching

Employee discounts

Job summary

HEI Hotels and Resorts is seeking an Operations Supervisor in Anaheim, CA to ensure guest service standards are met and brand expectations are upheld. The role supports multiple departments, maintains schedules, and helps train staff.

Responsibilities include daily meetings, payroll accuracy, performance guidance, and program implementation. The position focuses on maximizing guest satisfaction and smooth operations in a busy hotel setting.

Qualifications

• 2 years of hotel experience, preferably in a comparable hotel.
• Proficient with PMS system and computer literacy.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all hotel operations and individual job requirements.

Responsibilities

• Assist each department to work efficiently while ensuring brand standards are being met.
• Assist staff by conducting daily and monthly meetings, inspecting staff work and giving guidance so that deficiencies are corrected, and standards are met.
• Assist department managers to interview, hire, and train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
• Assist department managers to arrange staff work schedules and submit payroll records, correcting errors to ensure pay is on time.
• Assist department managers to implement company and franchise programs.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Assist in recording product inventories.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Skills

Hotel experience

PMS proficiency

Cash handling

Professional appearance

Hotel operations knowledge

Customer service

Multitasking

Local area knowledge

Mobility/standing

Communication skills

Job description

About Us

At JW Marriott Anaheim Resort, luxury hospitality meets purpose and possibility. Located steps from Disneyland® Resort, the Anaheim Convention Center, and the vibrant Anaheim Garden Walk, our modern, design-forward hotel offers associates the opportunity to create meaningful guest experiences at one of Southern California’s premier destinations. With signature dining, a rooftop bar, resort-style amenities, and thoughtfully designed spaces focused on wellness and connection, we pride ourselves on delivering service that is both elevated and genuine. Our resort is conveniently accessible, with multiple public transit options nearby, making commuting easier for team members across Orange County. We also support our associates with free parking and complimentary hot buffet meals during breaks, because we believe taking care of our team is essential to taking great care of our guests.

Don’t meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, you may be the perfect candidate for this or for other roles within our organization!

Compensation

Salary Range: $30.00 - $30.00 Hourly. Tipped/Service Charge Eligible? No. Discretionary Performance Bonus Eligible? No.

Overview

The Operations Supervisor is responsible for ensuring all guest service standards are met in accordance with client/guest expectations and HEI Standards of Product and Service.

Job Responsibilities

• Assist each department to work efficiently while ensuring brand standards are being met.
• Assist staff by conducting daily and monthly meetings, inspecting staff work and giving guidance so that deficiencies are corrected, and standards are met.
• Assist department managers to interview, hire, and train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
• Assist department managers to arrange staff work schedules and submit payroll records, correcting errors to ensure pay is on time.
• Assist department managers to implement company and franchise programs.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Assist in recording product inventories.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• 2 years of hotel experience, preferably in a comparable hotel.
• Proficient with PMS system and computer literacy a must.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all hotel operations and individual job requirements.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Able to manage multiple tasks at all times and have excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Must be able to stand and walk up for 4 or more hours at a time with or without reasonable accommodation.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to observe and detect signs of emergency situations.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.
• Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• HEI also provides pet insurance through the ASPCA.
• For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
• Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.