Operations Supervisor

Washington National Cathedral; Welcome (SC); On-site; Part time

Job summary

Washington National Cathedral is seeking a part-time Operations Supervisor who will provide hospitality and operational direction at the Virginia Mae Center. Responsibilities include managing guest services, overseeing staff, and ensuring high operational standards. Ideal candidates will have strong customer service skills and a background in hospitality. Open availability for shifts on nights, weekends, and holidays is required.

Qualifications

• Two years customer service experience in a visitor-friendly atmosphere.
• Experience in the hospitality industry is preferred.

Responsibilities

• Act as the first point of contact for all visitors and clients.
• Manage reservations, billing, and front office tasks.
• Assist with meeting room setup and event management.

Skills

Customer Service

Interpersonal Skills

Communication

Multitasking

Teamwork

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Washington National Cathedral is searching for an outgoing, energetic, driven, proactive and communicative Operations Supervisor. This part-time position (16-20 hours weekly with a potential of up to 40 hours per week during peak seasons) will often be the first point of contact for visitors, clients, and guests to Washington National Cathedral’s Virginia Mae Center (VMC). They will provide hospitality and operational direction at the VMC, primarily registering overnight guests, making, and confirming lodging reservations, processing client invoices and guest charges, facilitating meeting and event setup and load out, and support Cathedral events coordinated by the Guest & Event Management Services (GEMS) department. The Operations Supervisor will assist with managing the VMC staff, assigning daily duties and tasks, coordinating projects, and working with Cathedral departments such as Marketing, Revenue, Worship, Facilities and Music. This position will ensure that the VMC is prepared daily to welcome clients and guests and ensure all operational standards, SOPs, protocols, and procedures are implemented and adhered to, ensuring the highest level of hospitality for all staff, visitors, clients, and guests.

Duties and Responsibilities

Reservations/Billing/Front Office Management:

• Act as the first point of contact for all visitors, guests, and clients. Answer basic guest/client/visitor questions and assist with wayfinding.
• Resolves guests and client requests and complaints in a quick and professional manner.
• Provide phone coverage for the VMC welcome desk and maintain the VMC welcome desk email inbox.
• Participates in department meetings and training. Ensure all Cathedral standards are maintained and upheld.
• Provide accurate, engaging, and informative information on the VMC and Cathedral. Must be well versed and knowledgeable of current and upcoming Cathedral and VMC events and history.
• Follow all safety protocols and procedures. Always paying keen attention to visitors and guests and monitoring safety needs, risks, and areas of improvement.
• Work closely with the Earned Revenue Department to create group reservations, rooming lists, invoices, event proposals and respond to leads/inquiries. Send guest and client event and reservation confirmation, pre-arrival instructions/welcome, invoices, receipts, and post event survey.
• Actively manage the property management system, registering overnight guests, taking credit card payments, providing receipts, and conducting daily reporting for occupancy, revenue, housekeeping tasks and occupancy forecasts.

Meeting & Event Management:

• Welcome and direct visitors, clients, overnight guests, and meeting attendees.
• Assist with meeting room setup and tear down. Assist with F&B setups, inventory, restocking and tear down.
• Ensure meeting rooms are properly stocked, assisting with conducting inventory and equipment checks for space readiness. Maintain the cleanliness and organization of the AV supply office.
• Participate in on going technology training and refreshers. Serves as main point of contact for on-site troubleshooting for meetings and events.
• Assist with drafting event set up memos and finalizing/confirming event needs with guests and clients. Assist with creating and updating guest and client technology cheat sheets and in-room guides.
• Attend calendar and forecast meetings and other event preparation meetings as required.
• Assist vendors with event load in and load out.
• Perform tasks as needed supporting daily operations for meetings, events, and overnight lodging guests of the VMC. Additional tasks and responsibilities may be assigned at the discretion of the manager
• Conducts daily property and guest room inspections to maintain level of cleanliness, productivity, and adherence to established standards, methods, and procedures.
• Ensures property is properly maintained, reporting all maintenance problems promptly.
• Coaches and counsels employees to improve productivity and solve problems.
• Ensures all lost articles are turned in, logged, and follow up with guests and clients.
• Assist vendors with picking up and dropping off deliveries.
• Conduct daily house opening and closing checks/walkthroughs. Open housekeeping department by assigning rooms to housekeepers and set up/project work to houseman.
• Assist with conducting inventories of all supplies and equipment.

Other duties as assigned.

• High School diploma or GED.
• Two years customer service experience, preferable in a high volume and visitor friendly atmosphere.
• Hotel, conference/retreat center and restaurant industry experience highly preferred.
• Open availability. This role will have shifts available on nights, weekends, and holidays.

preferred qualifications

• Experience in events or the hospitality industry is a plus.
• Proficiency in other languages a plus.
• Experience in an administrative or shift lead/supervisor role is strongly preferred.

knowledge, skills and abilities

• Excellent interpersonal and communications skills with a helpful, friendly attitude; team-oriented disposition with strong customer service skills.
• Ability to react to change quickly and positively. Ability to work autonomously.
• Sensitivity to the needs of a diverse public, including the ability to interact with those in need of pastoral care.
• Moderate computer skills required; Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to multitask, delegate and prioritize during periods of high volume.
• Ability to operate radio/walkie-talkie communications.

Working Conditions

• While performing the duties of this job, the Operations Supervisor is frequently required to stand, walk, and use hands to type and handle objects. The employee is occasionally required to reach, climb, balance, and stoop.
• Must be able to work on feet for extended periods of time, to frequently ascend and descend stairs, and walk throughout the entry spaces.
• Must be able to work a flexible schedule, including weekends and evenings. Open availability is required, including nights, weekends, and holidays.
• Must be able to work outside in all weather conditions.
• Must be able to lift and/or move up to 10 pounds.
• Must be comfortable working in a multi-function venue, as the Cathedral is an active house of worship & cultural heritage site.
• This is a part time position (16-20 hours weekly with a potential of up to 40 hours per week during peak seasons)

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.

Starting hourly rate: $26/hour, commensurate to experience