West Michigan Lodging oversees the new Hilton Homewood Suites, and Hilton Home2 Suites in Walker, MI. We are currently seeking an energetic Operations Manager who will be responsible for managing all guest service operations while supporting the General Manager in providing overall leadership in the hotel’s continuing effort to deliver outstanding guest service and operational efficiency across all departments.
The OM will assist in hiring team members, managing performance, communicating feedback, administering discipline, and training the team in the successful execution of their jobs. This includes the assessment of staff and property by “walking” the site and managing the team on a continual basis throughout the day. The Operations Manager provides impeccable guest service and is a role model for delivering exceptional guest experiences.
CORE RESPONSIBILITIES:
- Ensure compliance with brand standard operating procedures and all company policies.
- Plan, organize, facilitate, and participate in team member and department manager meetings.
- Develop and implement plans that improve guest and team member satisfaction.
- Monitor and develop team member performance, providing supervision and training development, conducting counseling and evaluations, and delivering recognition and rewards.
- Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurement
- Assist in identifying operational performance, productivity, and efficiency gaps and implementing measures to correct those deficiencies
- Serve and act as General Manager in his or her absence.
- Ensure customer service, technical skill, and brand mandated training occurs throughout the property to support successful daily operations.
- Establish a presence with team members on the property and actively solicit team member feedback. Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns. Ensure team members are treated fairly and equitably.
- Foster team member commitment to providing exceptional service, participates in daily stand-up meetings and model desired service behaviors in all interactions with guests and team members.
- Highly visible and interact with customers on a regular basis to obtain feedback on the quality of the product, service levels, and overall satisfaction.
- Observe service behaviors of team members and provide feedback to individuals and supervisors. Continuously strive to improve service performance.
- Review comment cards, guest survey results, and other data to identify areas of improvement. Review both positive and negative findings with the hotel team and ensure appropriate action is taken when needed.
- Ensure policies are administered fairly and consistently, and that team member performance is evaluated and recognized where appropriate.
FRONT OFFICE RESPONSIBILITIES:
- Interview, hire and initial training for all Front Desk team associates.
- Ongoing training and support for all associates and ensure performance in accordance with hotel brand and company standards.
- Conduct group training in classroom sessions and hands-on training while assisting with Front Desk operations.
- Ongoing review of staff to ensure adherence to established policies and procedures.
- Respond to inquiries concerning hotel policies and service.
- Enforce all cash handling and credit card policies, verify banks and deposits at the end of each shift.
