Manager of Operations at IHG in Cleveland, Ohio

Job Description:

About us

At Intercontinental Hotels Group, we own, operate and franchise more than 3500 hotels, offering close to half a million guest rooms in nearly 100 countries.  By bringing your expertise and passion to any one of our brands, you will help us achieve our vision: to be the most preferred, admired and successful hotel company the world over.

At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:

Be you – by being natural, professional and personable in the way you are with people

Get ready – by taking notice and using your knowledge so that you are prepared for anything

Show you care – by being thoughtful in the way you welcome and connect with guests

Take action – by showing initiative, taking ownership and going the extra mile

Your day to day

This is an Operations Manager job in a company-managed extended stay hotel. 

Must have the legal right to work in this country

Must reside in the U.S. and be ready for in-person interviews when applying

This role assists in managing the day to day activities of hotel operations and may serve as the General Manager in his/her absence.  The Manager will oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals.  Responsibility includes ensuring all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. You will provide regular direction and manage hotel operations for all areas while you foster positive owner relationships if applicable and assist in providing ongoing information and status reports.  The Manager may perform other duties as assigned including serving as Manager on Duty.

Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.

Monitor and report budget variances and control labor costs and other expenses.

Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty.

Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

Manage day-to-day operational activities, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance, and recognize good performance.

Educate, train and motivate hotel staff to achieve hotel revenue goals. Ensure staff has the information, market data, tools, and equipment to successfully carry out job duties.

Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals.

Communicate and enforce policies and procedures.

Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management. 

Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.

Review guest feedback and implement strategies for continuous improvement.

Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups, and other key guests.

Lead marketing efforts to upsell guests on hotel services, offerings, and amenities.

Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements.

Maintain relations with outside contacts.

Comply with federal, state and local laws regarding health, safety, and alcohol services.

Maintain a focus and commitment to operating a “green” hotel.

Perform other duties as assigned. May also serve as manager on duty.

This job is the second in command to the General Manager in a small to mid-sized limited-service or extended-stay single-site hotel with a limited range of facilities and services. Typically, responsible for managing day-to-day operations of the hotel.

What we need from you

Requirements include a bachelor's degree in Hotel Administration, Business Administration, or equivalent and three years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience is desired. Previous extended stay experience or experience in a hotel of similar size and complexity is preferred.  You must be able to travel to attend workshops, conferences, etc.  

Must speak fluent English. 

You may be required to work nights, weekends, and/or holidays.

What we offer

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan.   Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.

not Applicable for Colorado Applicants

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