Operations Manager II at White Lodging in Austin, Texas

Job Description:

Position Information
Location: Hilton Garden Inn Austin North

Summary

Oversees two or more departments in the hotel. Accountable for achieving budgeted revenues/profits, while maintaining the operational and service standards prescribed by Hotel as well as those prescribed by White Lodging.

Responsibilities

• Provide the highest quality of service to the customer at all times and ensure associates do the same.
• Able to run the Perfect Shift, using checklists and/or calendars for success.
• Manage and coordinate the activities of hotel staff.
• Able to carry out supervisory duties for any department under the Operations Manager (i.e. Front Desk, F&B, Housekeeping, etc.)
• Interpret company policies and provide a safe work environment by ensuring compliance with safety programs and job safety analysis.
• Ensure adherence to the Guarantee of Fair Treatment Policy.
• Source talent, interview applicants, facilitate orientation, and train new associates. Conduct ongoing training to increase job knowledge and skill level.
• Coach and counsel associates to encourage positive behaviors and correct negative behaviors.
• Analyze and resolve work problems or assist associates in solving work problems.
• Initiate or suggest plans to motivate associates to achieve related goals.
• Monitor uniform standards to ensure compliance with the Standards of Appearance.
• Comply with all regulations and guidelines for Human Resource tasks.
• Recommend or initiate personnel actions, such as promotions, transfers, discharges and disciplinary measures.
• Be knowledgeable of associate benefits procedures and administration. Guide or direct associates to benefits information.
• Ensure proper hiring practices comply with eVerify, I-9, ADA and EEO requirements.
• Monitor service trends by speaking with guests, reviewing written guest comment cards, and guest tracking information to ensure service standards are achieved.
• Review individual guest surveys, guest satisfaction reports, online reviews, verbal comments, and the service recovery/defect tracking.
• Resolve all service issues via written communication or phone calls to complete the satisfaction of the customer.
• Empower and teach all associates how to resolve guest questions and/or complaints.
• Recognize associates for demonstrating outstanding service initiative with guests and fellow associates.
• Coordinate implementation of service strategies at the hotel level. Ensure service strategies align with White Lodging Services Pledge and the Brand's service strategy.
• Support development of new business by creatively resolving special customer requests through making sound business decisions, passing on leads, conducting tours, making sales calls, and actively participating with community organizations.
• Review inventory control and selling strategy multiple times a day. Monitor house count to ensure rooms are ready for guests at checkin.
• Ensure hotel staff understands national sales and marketing programs and promotions at the hotel level.
• Ensure accounting policies are in place.
• Perform hands on duties as needed.
• Input and reconcile invoices.
• Ensure all equipment is maintained in accordance to the service standards and outages are reported and resolved in a timely manner.
• Responsible for management systems - accounts payable, accounts receivable, payroll, scheduling, etc.
• Ensure effective and ongoing training and development plan is in effect, especially regarding the effective use of all confidential systems.
• Ensure compliance with all SOPs, brand procedures, and White Lodging procedures.
• Ensure associates follow safe working procedures.
• Responsible for passing safety and brand audits.
• Ensure food safety and sanitation.
• Complete room inspections and property walks.
• Ensure compliance with liquor laws and regulations.
• Act as primary contact with vendors for supplies.
• Associate must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook.
• Associate must perform other managerial duties as assigned, of which the associate is capable
• Must be able to work flexible hours and be on call 24-hours a day if an emergency arises
• Work nights, weekends, and holidays as necessary.

Other information

COMPETENCIES
• Job Knowledge
• Flexibility/Adaptability
• Quality of Work
• Perseverance
• Quantity of Work
• Organization Skills
• Guest Focus/Customer Service
• Effort
• Reliability/Dependability
• Judgment/Problem Solving
• Motivation/Initiative
• Cooperation/Teamwork
SKILLS
• If responsible for F&B, be food safety certified.
• Familiar with eVerify, I-9, ADA and EEO requirements.

EDUCATION/EXPERIENCE
• Minimum 2 year college degree or equivalent work experience required.

WORKING CONDITIONS
• Lift, carry or otherwise move up to 10 lbs. regularly.
• Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.