Operations Manager

JOB OVERVIEW

Assist in managing the day-to-day operations of the hotel to maximize profitability and ensure superior service and product quality are maintained.

Duties and Responsibilities

FINANCIAL RETURNS

• Assist General Manager in the development, implementation, and monitoring of financial and operational plans for the hotel which support the overall objectives of the company. Provide regular direction and oversee hotel operations for all or some of the following areas:

• Front office functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established goals are achieved.
• Food and beverage departments to ensure standards of operation and quality are maintained and food and beverage profit and revenue goals are achieved.
• Housekeeping and Maintenance functions to ensure compliance with quality and brand standards in all areas of the hotel as it relates to appearance, cleanliness, and levels of maintenance and repair; ensure preventative maintenance programs are in place to protect the physical assets of the hotel.
• The security function to ensure a safe and secure environment for guests, employees, and hotel assets.
• Catering functions to ensure that goals are established and achieved to meet the hotel’s overall financial objectives.
• Maintain a proactive human resources function to ensure positive employee relations, training and development, wage/benefit administration, etc. and compliance with policies and procedures and labour regulations.
• Accounting and purchasing controls and procedures are implemented and maintained.

PEOPLE

• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions per the Company rules and policies. Alert the General Manager of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.

GUEST EXPERIENCE

• Interact with outside contacts:

• Guests – to ensure their total satisfaction.
• Vendors – to resolve any vendor performance issues, etc.
• Regulatory agencies – regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)

HEALTH AND SAFETY

• Be compliant with all local and provincial H&S requirements
• Train team to ensure guest and team safety.

RESPONSIBLE BUSINESS

• Oversee the day-to-day operations and assignments of the hotel staff; assist General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
• Make recommendations for capital improvements to enhance the assets of the company and brand loyalty.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor’s degree in Hotel Administration, Business Administration or equivalent, plus three years of general management experience in a high-level operations role or prior general manager experience, or an equivalent combination of education and experience. The type and level of experience required may vary slightly based on the size and complexity of the operation.
• Must speak fluent English. Other languages preferred.
• Frequently standing and moving about the facilities
• Carrying or lifting items weighing up to 25 pounds
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand, and the Company.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem-solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, conferences, etc.
• Must be able to work nights, weekends, and/or holidays.

Health and Safety

Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.

DUTIES AND RESPONSIBILITIES

• Establish and enforce all safety policies and procedures. Ensure that all employees comply with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
• Detect and eliminate, or report for correction, all physical hazards, and unsafe conditions immediately by completing a safety work order. Perform random checks every month and report deficiencies to the appropriate personnel.
• Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or later). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of a fire, and current property safety awareness programs.
• Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
• Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.
• Insist on good housekeeping and enforce the “Clean as You Go” policy.