Operations Manager

4 months ago

Mississauga, Canada Hyatt Place Mississauga Centre Full time

Summary

Assists the General Manager with the oversight of all aspects of Property Management in accordance with hotel mission statement, including maximization of financial performance, guest satisfaction, and associate development within established quality standards. The incumbent is accountable for the daily operations and performance of all Rooms and F&B departments in accordance with the standard of the hotel.

Oversees overall day-to-day hotel operations as delegated by the General Manager;
- Participates in the development of short-term / long-term financial and operational plans for the hotel, which support the overall objectives of the Hotel.
- Assists General Manager with the execution of marketing, sales, and operational activities; producing results that meet or exceed the hotel’s business plan.
- Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports; suggesting and implementing corrective actions.
- Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints; suggesting and implementing corrective actions.
- Creates an operating environment and mechanisms that assures consistent guest satisfaction. Ensures proper handling of guest complaints.
- Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
- Ensures the efficient and effective operation of the Rooms and F&B Divisions.
- Supervises and motivates designated reports; carries out supervisory responsibilities in accordance with the hotel’s policies, SOPs, training programs, and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and coaching associates; addressing complaints and resolving problems.
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial, or municipal authority.
- Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
- As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

Other duties and responsibilities, as assigned.

**Qualifications**:
**Main Responsibilities**:
**Administration**
- To ensure that culinary activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
- To oversee the preparation and update of individual Departmental Operations Manuals.
- To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

**Customer Service**
- To ensure that all guest contact associates deliver the brand promise and provide exceptional guest service at all times.
- To ensure that associates also provide excellent service to internal customers as appropriate.
- To spend time in operational areas observing associate-guest/associate-internal customer interaction, working through Heads of Department to coach associates as necessary.
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

**Financial**
- To maximize associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- To ensure that each profit centre (e.g. Outlet, Banquets) is operated in line with maximizing profit while delivering on the brand promise.
- To ensure that each cost centre (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
- To assist in the preparation of the Annual Business Plan for Rooms and/or Food & Beverage.
- To strategically analyze business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
- To proactively manage costs based on key performance indicators, working through the respective Heads of Department as appropriate.
- To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
- To assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
- To assist with the input of product specifications, recipes and other data as required, supporting the smooth operation of Materials Management and Cost Audit functions.

**Operational**
- To ensure that all company minimum brand standards have

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