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About the Role
Crestline is seeking a passionate and service-oriented Operations Manager to join their leadership team. This role is responsible for delivering an exceptional guest experience while maximizing hotel profitability and ensuring all operations are conducted professionally and to the highest service standards.
Responsibilities
- Create and execute innovative strategies to exceed guest satisfaction and revenues.
- Collaborate with operations team and other departments to exceed guest expectations and ensure effective hotel operations.
- Anticipate and promptly respond to guest and employee needs.
- Promote positive guest relations at all times.
- Ensure a pleasant and positive guest experience from arrival to departure.
- Analyze GSA scores and comments to enhance positive strategies and develop action plans for deficiencies.
- Ensure all operations staff and supervisors are properly trained to standards.
- Develop department supervisors both personally and professionally.
- Investigate and resolve all guest complaints regarding service and accommodations.
- Monitor budgets and payroll records, reviewing financial transactions for authorized expenditures.
- Establish standards for personnel performance and customer service.
- Review work procedures and operational problems to improve service, performance, cleanliness, and safety.
- Assist with employee relations activities including training, resolving personnel issues, hiring, and performance evaluation.
- Provide leadership and mentoring to operations staff.
- Maintain complete knowledge of all operations department policies and service procedures.
- Maintain complete knowledge of hotel features, services, room types, rates, promotions, daily arrivals/departures, room availability, scheduled events, VIPs, and special requests.
- Conduct daily walk-throughs of operations departments to ensure proper staffing, cleanliness, service quality, and organization.
- Review and respond to daily operational demands.
- Prepare departmental financial and payroll forecasts.
- Monitor security of public areas.
- Establish par levels for supplies and equipment.
- Conduct pre-shift meetings to review daily business information.
Requirements
- High School Graduate or General Education Degree (GED) or 5 Years’ Work Equivalent.
- Computer skills required.
- Familiarity with Microsoft Office preferred.
- Experience with hotel information systems is required.
Skills
- Leadership
- Mentoring
- Training
- Coaching
- Motivation
- Employee Engagement
- Feedback
- Financial Management
- Budget Monitoring
- Payroll Management
- Customer Service
- Problem-Solving
- Communication
Location
- Onsite
Work Type
- Full-time
Experience Level
- Management
Education Level
- High School Graduate or GED
- Bachelor's Degree preferred
About the Company
- Crestline Hotels & Resorts is a company focused on providing exceptional service.
Equal Opportunity
- Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.