Operations Supervisor

What you'll be responsible for:

Our Operations Supervisor is responsible for supporting the General Manager in overseeing all aspects of the hotel's operations, including staff management, guest experience, daily operations, and ensuring smooth functioning across departments like front desk, housekeeping, and maintenance, while actively contributing to revenue generation and maintaining a positive public image for the hotel.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Monitor daily operations across all hotel departments to ensure smooth service delivery and compliance with standards
• Oversee staff scheduling, ensuring adequate coverage during peak hours
• Conduct regular inspections of hotel facilities to identify maintenance needs and ensure cleanliness
• Address guest concerns and complaints promptly and professionally, finding solutions to maintain satisfaction
• Respond to guest feedback and implement necessary improvements to enhance the overall guest experience
• Actively engage with guests to promote hotel amenities and services
• Hire, train, and develop new staff members across various departments to ensure competency and service standards
• Conduct performance evaluations and provide feedback to staff, identifying areas for improvement 
• Lead team meetings to communicate updates, goals, and company policies
• Assist in developing and implementing sales strategies to maximize room occupancy and revenue
• Monitor room rates and adjust based on market demand and competitor analysis
• Collaborate with the sales team to secure group bookings and corporate accounts
• Assist the General Manager with administrative tasks and projects as needed
• Perform other duties as assigned

Success Measures

• Ensures 95%+ completion of daily operational checklists and compliance standards.
• Maintains guest satisfaction scores at or above company average, with 90% of issues resolved within 24 hours.
• Publishes staff schedules one week in advance with minimal coverage gaps.

Qualifications

• Proven experience in hotel operations management, ideally with a supervisory role
• Strong leadership and team building skills to motivate and develop staff
• Excellent communication and interpersonal skills to effectively interact with guests and staff
• Problem-solving abilities to address guest issues and operational challenges
• Proficiency in hotel management systems and software
• Knowledge of local regulations and hospitality standards
• Ability to work in varying temperatures