Operations Manager

Average Percent of Time:

30

% 

Observes staff performance, conducts various evaluations such as room inspections, and coordinates action plans for all areas found deficient. Tracks progress and follow up to ensure all areas meet or exceed established standards. Oversees the Brand Standards audit and follows up with all relevant areas to ensure compliance.

20 

% 

Implements and manages hotel’s daily quality process including goal communication, staff member empowerment, compliance with Hilton Brand Standards, service recovery, and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements, and coaches accordingly. Ensures efficient communication to all operations team members.

20

% 

Coaches, motivates and develops all managers and team members. Coaches and counsels managers on profitability assessment and staffing procedures.

10

%

Manages and reviews daily, weekly and monthly department budgets and costs.

10

%

Organizes, conducts, and/or participates in scheduled meetings held throughout the hotel. Coordinates efforts to provide follow up on action items established at each meeting.

 5

% 

Coordinates major capital projects and property improvement plan (PIP) involving various departments and provides guidance until project completion.  Implements processes in a timely fashion and follows up with appropriate parties to ensure deadlines are met.

 5

% 

Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General manager’s review.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate: 

• Practical knowledge in the application of a personal computer for the purpose of storing, developing, and analyzing information
• Considerable knowledge in all areas of hotel management
• The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation
• Requires the exercise of considerable managerial skills as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organizational development, and coordination of large scale work projects
• Demonstrated ability to initiate, complete and finish tasks and projects
• Ability to provide focus, counsel and direction to all direct reports and managers
• Ability to deal effectively with internal and external team members, who may require a high level of patience, tact and diplomacy to defuse anger, resolve conflicts and collect accurate information when providing positive and proactive solutions
• Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error (i.e. budgets, forecasting, etc.)
• Hearing and visual ability to observe performance and detect signs of emergency situations and respond with the proper action
• Ability to effectively communicate in English with employees and customers, understand reports and related correspondence, and accurately perform all essential job functions.
• Ability to develop and implement improvement programs

Requirements
Education:

• BSc or its equivalent.

Experience:

• Minimum ten years hotel experience required including seven years of supervisory experience. 
• Must have previously held a Head of Department (or preferably Executive Committee) position.