Operations Manager

Philadelphia, PA, United States

Operations Manager

Position Summary

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and may prepare a budget for front office department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Train, cross-train, and retrain all front office personnel.

Participate in the selection & hiring of front office personnel.

Oversee the F & B operation of Homewood Breakfast & Evening Receptions (service, quality, cleanliness, overall experience)

Schedule the front office staff.

Supervise workload during shifts.

Evaluate the job performance of each front office employee.

Maintain working relationships and communicate with all departments.

Maintain master key control.

Verify that accurate room status information is maintained and properly communicated.

Resolve guest problems quickly, efficiently, and courteously.

Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.

Review and complete credit limit report.

Work within the allocated budget for the front office.

Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.

Check cashiers in and out and verify banks and deposits at the end of each shift.

Enforce all cash-handling, check-cashing, and credit policies.

Conduct regularly scheduled meetings of front office personnel.

Ensure strict adherence to the uniform policy.

Uphold the hotel's commitment to hospitality.

Prepare performance reports related to front office.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

Monitor high balance guests and take appropriate action.

Ensure implementation of all hotel policies and house rules.

Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

Prepare revenue and occupancy forecasting.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Monitor all V.I.P. guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily front office work and activity reports generated by Night Audit.

Review Front office log book and guest feedback forms on a daily basis.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

On time and at work when scheduled and in proper uniform.

Perform special projects and other responsibilities as assigned.

Participate in task forces and committees as requested.

Consistent professional and positive attitude and actions when communicating with guests and associates.

Ensure maintenance problems are promptly reported through proper channels.

Comply with all company policies and procedures.

Practice safe work habits and comply with sanitary, safety, security and emergency procedures.

Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.

Check with manager/supervisor before leaving work area for any reason.

Attend department meetings as scheduled.

Respond to guest requests, concerns and problems to ensure guest satisfaction.

Support Housekeeping Operation as needed; conduct room inspections if necessary

Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with WHG Brand Pillars.

Oversee hotel departments to ensure an optimal level of service and hospitality are provided to hotel guests.

Assist the GM in preparation of forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.

Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.

Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.

Oversee the property accounting functions including but not limited to accounts payable and receivable, house bank audits, petty cash, and tax.

Coordinate with HR department to oversee payroll functions.

Oversee and ensure internal audit standards are met.

Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Monitor and maintain the front office systems and equipment to ensure optimum performance.

Serve on the hotel's safety committee.

Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies

Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.

Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience

Associate degree or equivalent experience.

Two years of customer contact and supervisory experience in the hospitality industry.

Skills and Abilities

Ability to understand and provide friendly guest service.

Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.

Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.

Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.

Ability to follow an appropriate course of action based on policies and procedures.

Ability to operate a computer, calculator, phone and other office equipment.

Attention to details with good organizational and efficient time management skills.

Consistently professional attitude and behavior with effective listening and communication skills.

Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.

Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

Notice

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.

This employer will provide the Social Security Administration (SSA) and, If necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Our Perks

Competitive Salary

Paid Time Off

Medical, Dental, Vision health insurance

Robust supplemental insurance for Life, AD&D, Pets, legal and more

Wellness programs for mental, physical, and financial wellness

Hotel and travel discounts

Generous retirement/401k benefits

Education and professional development

Who We Are

Wurzak Hotel Group (WHG) is a Philadelphia-based owner, developer, and operator of premium branded full-service, extended stay, and focus service hotels. WHG's core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner maximizing returns on the investment and developing long-term relationships with our guests.

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details, and uncompromised guest satisfaction. Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region's top hospitality companies.

Find out more about us on our website or click here to visit our Linkedin page!

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone's race, gender, disability, or any other basis protected under federal, state, or local laws.

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