***Part Time Operations Manager 3rd Shift***-Dual AC/Hyatt Hotel

Concord Hospitality Enterprises; Lansing (MI); On-site; USD 30,000 - 50,000; Part time

Job summary

Join a dynamic team at an established hospitality company that values its associates and promotes a culture of excellence. In this part-time role, you will play a crucial part in ensuring guest satisfaction and operational success. Your responsibilities will include analyzing service issues, coaching the operations team, and fostering a positive atmosphere for both guests and staff. With a commitment to diversity and inclusion, this company offers a supportive environment where your contributions will be recognized and valued. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Benefits

Medical/Dental/Vision Plans

401K Options

Tuition Assistance

Discounted Room Rates

Training & Development Opportunities

Career Advancement Opportunities

Qualifications

• Strong communication skills to effectively address guest concerns.
• Experience in hospitality management and guest satisfaction analysis.

Responsibilities

• Ensure timely escalation of security issues and maintain guest satisfaction.
• Analyze service issues, trends, and coach the operations team.

Skills

Guest Satisfaction Analysis

Effective Communication

Problem-Solving

Leadership

Financial Analysis

Education

High School Diploma

Bachelor's Degree in Hospitality Management

Job description

Job Category: Front Office

Requisition Number: OPERA048644

Posted: January 3, 2025

Type: Part-Time

Locations

AC & HH Lansing
MIACLA | 417
3150 E. Michigan Ave
Lansing, MI 48912, USA

Responsibilities

• Identify and respond to security issues or disturbances, ensuring timely escalation to the appropriate authorities when necessary.
• Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
• Analyze service issues and identify trends.
• Work with department heads to ensure proper processes are being met.
• Communicate effectively any rising concerns to General Manager to keep property headed in a positive direction.
• Make and execute necessary decisions to keep the property moving forward toward achievement of goals.
• Work with Rooms management team to develop an operational strategy aligned with the brand’s business strategy and lead its execution.
• Monitor Rooms operations sales performance against budget.
• Review reports and financial statements to determine Rooms operations performance against budget.
• Coach and support operations team to effectively manage occupancy & rate, wages, and controllable expenses.
• Review the Wage Progress Report and compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results.
• Champion the brand’s service vision for product and service delivery and ensure alignment amongst the Rooms leadership teams.
• Develop systems to enable associates to understand guest satisfaction results.
• Communicate a clear and consistent message regarding departmental goals to produce desired results. Review guest feedback with leadership team and ensure appropriate corrective action is taken.
• Respond to and handle guest problems and complaints.
• Stay visible and interface with customers regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
• Ensure associates are treated fairly and equitably.
• Oversee and ensure funds controls are appropriately being collected and dropped in accordance with company policy.
• Ensure that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).
• Foster associate commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and associates.
• Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.
• Solicit associate feedback, utilize an “open door policy,” and review associate satisfaction results to identify and address associate problems or concerns.
• Ensure property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to the team as necessary.

Benefits

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

Why Concord?

Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work-life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability, and FUN! Our associates say it best with our national company cheer heard throughout North America --- “We Are Concord!” We support diversity and inclusion through our mission to be a “Great Place to Work for All.”