Operations Assistant Manager
6 days ago
This is an entry-level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas, including Housekeeping, Recreation, Laundry, Staff, AYS, and Concierge/Guest Services. The position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property's cleanliness standards.
Key Responsibilities- Supporting the Management of Rooms Operations Activities
- Opens and closes Front Desk shifts/Housekeeping and ensures completion of assigned shift checklist and other duties.
- Runs and reviews critical information contained in room operations reports.
- Understands the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
- Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
- Operates all department equipment as necessary and reports malfunctions.
- Ensures employees have the proper supplies and uniforms.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary.
- Understands and complies with loss prevention policies and procedures.
- Contributing Information to Support Managing to Budget
- Supervises same-day selling procedures to maximize room revenue and property occupancy.
- Verifies accuracy of room rates to maximize revenue opportunities.
- Uses budgets, operating statements, and payroll progress reports as needed to assist in the management of the Room Operations.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Room Operations on the overall property financial goals and objectives.
- Providing for and Managing the Guest Experience
- Participates as needed in the investigation of employee and guest accidents.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Assists in the review of comment cards and guest satisfaction results with employees.
- Managing and Conducting Human Resources Activities
- Provides support for operational functions as necessary.
- Trains staff and monitors adherence to all relevant policies and procedures.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results.
- Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.
- Observes service behaviors of employees and provides feedback to individuals; continuously strives to improve service performance.
- Empowers employees to provide excellent customer service within guidelines.
- Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills.
- Uses all available on-the-job training tools for employees; supervises ongoing training initiatives and conducts training when appropriate.
- Communicates performance expectations to employees in accordance with job descriptions for each position.
- Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues.
- Counsels and encourages employees.
- Participates in employee progressive disciplinary procedures as required.
- Handles employee questions and concerns.
- Participates in an ongoing employee recognition program.
- Effectively schedules employees to business demands and tracks employee time and attendance.
- Assists in performing the payroll function.
- Oversees daily shift operations and ensures compliance with all policies, standards, and procedures.
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