Operations Manager

Required Years of Experience

2 years

Job Details

Job Summary: An integral member of the companys leadership team, this position must lead, inspire, and embody our values and our philosophy of hospitality in all interactions with our people, guests, vendors, community and investors. This position is also tasked with:

• Ensuring a thriving culture is rooted in all aspects of operations.
• Reinforce and grow a team that embodies that culture.
• Possess keen financial acumen to guarantee financial health throughout the business.
• Key measurements of success are:
  • Guest feedback.
  • Internal growth and retention rates.
  • Financial health of the business (top line sales, cost controls, labor metrics).

Core Tasks and Key Responsibilities

Hospitality: Cultivate a thriving culture of authentic hospitality for all stakeholders that support our business objectives and growth.

• Participates in, maintains, and in a great many cases, leads the curation of a bespoke and highly unique retail program for travelers including food & beverage offerings, guest amenities, clothing and accessories sold onsite as well as in-room dining selections.
• Embraces specific performance, cultural, guest and financial objectives for their people and holds them accountable.
• Invests in a healthy, long-term partnership with all stakeholders by actively working towards shared successes.
• Endlessly search out opportunities to improve our hospitality and create special moments for guests.
• Coach the team to work daily to turn first time guests and clients into devoted regulars.

Excellence : Ensures that all operations at the venue exudes operational excellence.

• Ensure that all systems and processes are efficient, compliant with all applicable regulations, policies and laws, are properly documented and that our people are well trained on our systems and processes.
• Builds an infrastructure and foundation for operational excellence through clarity of roles, goals and resources available.
• Partners with leaders across all departments to identify and share best practices for continuous improvement.
• Leads departmental meetings to focus on a healthy culture of excellence and continuous improvement.
• Guide managers in monitoring payroll on a weekly basis and make proactive adjustments to staff schedules based on business levels.

Entrepreneurship : Serves as a voice of the company to the community, neighborhood associations, vendors, and others always sharing a passion for hospitality both internally and externally.

• Consistently fuel a culture that finds the yes to delight guests and honor the team.
• Uses sound judgement to make decisions that are best for both the short-term and long-term health of the business.
• Balance responsibilities day-to-day while never missing an opportunity to turn up the dial on our hospitality, always seizing the opportunity to grow our business by guiding it to new heights.
• Reinforce a high-performance team that stretches to meet or exceed budgeted business goals and metrics.
• Collaborate with the hotel manangement team to follow-up on all guest feedback (raves/complaints) via email or written responses and employ Guest Experience Management intel in order to create and strengthen a devoted base of repeat guests.

Integrity : Alongside colleagues in management, helps lead the team with a clear message, sound judgement, patient persistence and generous feedback.

• Understand your role as a leader and be an example to your colleagues and staff.
• Demonstrate professionalism when speaking to guests, clients, and colleagues and maintain positive working relationships with leadership and staff.
• Demonstrate athleticism when finding the yes for all clients within reason.
• Creatively problem solve daily challenges: demonstrate you are part of the solution.
• Teach the why when interacting with frontline staff.
• Constantly and freely offer feedback (both positive and constructive) to leaders and colleagues to achieve remarkable results.
• Stay true to brand vision and coach teams to achieve and grow through that lens.
• Manage up and down within each departments teams with equal measures of respect.
• Make time for mentoring teammates throughout the business.
• Possess the ability to act with discretion and candor throughout employee life cycle, employee relations and human relations investigations.
• Lead the management team in fairly and consistently executing progressive disciplinary action with members of the entire staff.

Hotel Henrietta is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

Resumes should be submitted by email to madison @thecolumns.com, or directly via this posting. We will contact you to set up an interview time.

Thanks for your interest in our hotel and we hope to hear from you soon! Compensation Details

Compensation: Salary (Based on Experience)

Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Dining Discounts

Required Skills

Leadership

Team Building

Financial Management

Customer service excellence

Cultural Awareness

Strategic Planning

Problem Solving

Communication Skills

Mentorship

Conflict Resolution

Adaptability

Decision Making

Collaboration

Creativity

Accountability

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