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Hospitality Operations Manager
2 months ago
About the Role
The Omni King Edward Hotel is seeking a highly motivated and experienced Hospitality Operations Manager to join our team. As a key member of our Front Office Department, you will be responsible for planning, goal setting, and day-to-day operations of the Front Office Department.
Key Responsibilities
- Implement company programs and manage the operations of the Front Desk Office to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service.
- Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
- Maintain continuous liaison with management, reservations desk, and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
- Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
- Participate with other members of management in developing plans to deliver special services to selected targeted markets.
- Complete AM/PM overnight manager's checklist and any other task and responsibilities.
- Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow, and associate performance to ensure high levels of customer satisfaction and quality.
- Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues, and upselling goals.
- Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
- Develop, recommend, and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.
Requirements
- College degree or equivalent, preferably in a hospitality management program.
- 2-3 years of experience in hotel operations with a strong interest in other departments.
- Previous experience as Guest Service Manager.
- Strong verbal and written communication skills with ability to communicate effectively.
- Strong computer skills with advanced knowledge of Microsoft Office and Outlook; Knowledge of Opera, Birchstreet, and/or Synergy preferred.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Ability to handle cash and credit transactions.
- Ability to enforce all company policies and standard operating procedures.
- Ability to maintain 4-Diamond level cleanliness standards.
- Ability to work with management on special projects.
- Previous experience in health & safety.
- First Aid/CPR certification is preferred.
- Smart Serve certification is preferred.
- Must be able to remain calm and professional during stressful situations.
- Must be able to work a flexible schedule including day, evening, overnight shifts, weekends, and holidays.
- Must be legally eligible to work in Canada.
