Operations Manager
Job Description
Overview
The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.
Responsibilities
- Assist Operations Teams with managing the Front Office and Housekeeping Operation; in addition to providing support to other departments in the hotel (F&B, Revenue Management, Security, Sales Groups and Engineering)
- Provide strong public area presence to assist front desk agents and guest
- Provide all aspects of shift coverage, including F&B operations as needed
- Balance the hotel room type inventory
- Monitor and action Upsell Program and all company initiatives and promotions
- Handle guest’s special requests and customer complaints during shift.
- Perform all other front desk duties and responsibilities.
- Investigate and handle complaints, disturbances, emergencies, etc. during shift
- Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed for all operations departments
- Coach, train, counsel hourly associates and administer discipline as needed
- Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.
- Prepare, copy, and distribute reports as required.
- Handle special guest requests and amenities.
- Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
- Actively participate in Safety Meeting and all safety initiatives.
- Attend all hotel required meetings and trainings.
- Participate in M.O.D. coverage as required.
Qualifications
Qualifications
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field;
or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
- Previous supervisory responsibilities
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- Long hours sometimes required.
- Sedentary work, exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Maintain regular attendance in compliance with Westgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing nametags and professional attire.
- Comply with Westgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by manager
Additional Information
Why Westgate?
- Comprehensive health benefits medical, dental and vision
- Paid Time Off (PTO) vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
Westgate Resorts is an Equal Employment Opportunity employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law.
If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected]
com with the job title and the location of the position for which you are applying.
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