Assistant Operations Manager - Housekeeping, Front Office

JOB SUMMARY

Hotel operations management generalist position that supports Front Desk (including Bell/Door Staff, Switchboard, AYS, and Concierge/Guest Services), Rooms (including Housekeeping, Recreation, and Laundry), Food and Beverage (including Restaurants, Bar/Lounge, and Room Service), Event Operations (including Event Services, Banquets and Event Technology). Understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates labor scheduling and leads shifts across each discipline area depending on property need. Directs and works with employees to carry out guest arrival and departure procedures, supports operational needs of Restaurant, Bar, and other Food and Beverage Outlets, and leads setup and execution of meetings and events based on requirements and standards. Completes guest room inspections, provides operational feedback to employees who work front desk and food and beverage outlets, and holds Event Operations teams accountable for the execution of events based on guest expectations and event order standards. Accountable for supporting compliance with brand standards and legal obligations. Supports and leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes. Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest/event and employee satisfaction and maximize financial performance.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

OR

• If no standard educational background, at least 3 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.

Preferred

• Experience running a shift, scheduling, Performance Manage PAF's, Problem Solving, Running Day-to-Day Operation, Hospitality Skills.

CORE WORK ACTIVITIES

Assisting in Management of Front Desk, Housekeeping, and Guest Services Teams on an as needed basis

• Leads daily Front Desk, Housekeeping, or Guest Services shift operations.

• Assists in supervising an effective inspection program for all guestrooms and public space.

• Attends all pertinent meetings (e.g., Staff, Forecast, Pre-Cons, Department).

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Ensures knowledge and understanding of OSHA regulations are up to date.

• Performs all duties at the Front Desk as necessary.

• Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.

• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Assisting in Management of Food and Beverage Operations Activities associated with Restaurant, Bar/Lounge, and other Food and Beverage Outlets on an as needed basis

• Opens and closes restaurant, bar, or food and beverage outlet shifts.

• Supervises operations for all related areas in the absence of Director or Manager.

• Adheres to and reinforces all standards, policies, and procedures (PPM, Core Deliverables, SOPs, LSOPs, etc.).

• Assists floor staff during busy periods.

• Applies and continually broadens knowledge of food and wine trends, and overall event presentation.

• Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.

• Ensures compliance with all Bar/Lounge and restaurant policies, standards and procedures.

• Implements agreed upon beverage policy and procedures throughout the hotel.

• Maintains food handling, sanitation and cleanliness standards.

• Maintains standards for bartender and cocktail service.

• Monitors departmental inventories and assets including par levels and maintenance of equipment.

• Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).

• Monitors and enforces compliance with all local, state and Federal beverage and liquor laws.

• Manages to achieve or exceed budgeted goals.

• Motivates and encourages staff to solve guest and employee related concerns.

• Performs all duties of restaurant employees and related departments as necessary.

• Trains staff on cash handling, credit policies and procedures, and liquor control policies and procedures.

• Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.

• Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Pre-Cons, Staff, Forecast, Department and Intradepartmental).

Assisting in Management of Event Operations associated with Banquets, Event Services and Event Technology on an as needed basis

• Ensures meeting and event rooms/space are set according to event documentation (Banquet Event Orders, resumes, etc.) and customer requirements.

• Leads shifts and actively participates in the servicing of events.

• Adheres to and reinforces all standards, policies, and procedures (Core Deliverables, SOPs, LSOPs, etc.).

• Assists in maintaining the inventory of function room amenities (e.g., pads, pens, candy, water service) and other controllable supplies.

• Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Staff, Forecast, Department and Intradepartmental).

• Attends pre-event/pre-convention meetings as needed to understand group needs.

• Communicates critical information to the Banquet, Event Services and Event Technology teams.

• Conducts room function inspections prior to each event to ensure the room is set according to specifications.

• Delegates tasks to ensure room sets are "on time" and meet Event Management Standards.

• Ensures employee awareness of the event phase portion of the Event Satisfaction Survey and Guest Satisfaction Scores.

• Maintains attendance log for Banquet, Event Service and Event Technology employees.

• Manages departmental inventories and assets including par levels and maintenance of equipment.

• Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).

• Schedules Banquet and Event Service staff to forecast and service standards, while maximizing profits.

• Uses banquet beverage tools to guide banquet beverage supervisor in controlling liquor costs, managing the banquet beverage perpetual inventory and requisitioning liquor.

• Practices and executes brand specific meeting services program per Brand Standard (Redcoat Program, PlumPerfect Program, etc.)

• Assists with the Event Technology/Audio Visual team when necessary in order to ensure customer satisfaction.

• Works with Event Planning team to ensure flawless delivery of events.

Executing Against Department Performance and Budgetary Goals

• Understands departmental goals and assists in monitoring them and celebrating accomplishments.

• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.

• Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.

• Supports management of departmental inventories and assets including par levels according to budget and business levels.

• Manages to achieve or exceed budgeted goals.

• Responsible for daily and cumulative financial performance.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Operations on the overall hotel financial goals and objectives.

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Operations departments and teams.

• Verifies accuracy of room rates to maximize revenue opportunities

• Works effectively with the Engineering department on guest room, restaurant, or event space maintenance needs.

Leading Teams in Day-to-Day Activities Holding Teams to High Work Standards while Modeling those Standards

• Ensures knowledge and understanding of OSHA regulations are up to date.

• Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.

• Participates in the development and implementation of corrective action plans.

Providing Exceptional Customer Service

• Encourages employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints, seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Meets and greets guests.

• Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.

• Understands night audit procedures and being able to comprehend and utilize reports as necessary.

• Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.

• Understands the impact Banquet, Event Service and Event Technology operations has on the overall success of an event and manages activities to maximize customer satisfaction.

Assisting in Human Resource Activities

• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.

• Participates in the employee performance appraisal process, assisting with the completion of annual performance reviews.

• Supports training when appropriate.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

• Schedules employees to ensure shift coverage and meet business demands and productivity goals.