Hyatt

Summary

Operations Manager– Lifestyle Job Description

Who You Are

As our ideal candidate, you understand the power and purpose of our culture of care. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.

The Role

Reporting to the Director of Operations, the Operations Manager is responsible for providing superior service with all guest ineractions. The Operations Manager will manage the Front Desk Operations, Shared Management of F&B Beverage Outlets, Retail, and All Guest Experience

The person in this position must have good communication skills, the ability to resolve conflict, and a thorough understanding of company policies. Furthermore, all team members must develop and maintain the company’s culture, values, and reputation in the public eye, and with all staff, guests, vendors, and partners.

Responsibilities will include:

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
• Ensure all employees adhere to dress code policies for their scheduled shift
• Maintain thorough understanding of the Property Management System
• Promote and encourage guest name recognition
• Maintain knowledge of all property services and amenities
• Ensure all calls are answered in a courteous, professional and efficient manner
• Ensure the accuracy of hotel guest reservations and group reservations (i.e. rates, dates of stay, room types, VIP amenities, billing instructions, etc.)
• Ensure guests receive indulgent service through concierge services and flawless check-in and check-out procedures, etc.
• Resolve customer complaints regarding Front Office operations as well as assist all departments with customer complaints regarding billing issues
• Ensure immediate response is given to any and all guest comments and concerns and inform supervisor of concerns and assist in implementing corrective action
• Oversee the VIP program and overall guest experience (GEM); oversee subsequent training of team member who support this effort
• Develop departmental objectives, budgets, policies, procedures and strategies
• Demonstrates a working understanding of labor cost control through effective scheduling and proactive management, including minimizing departmental overtime
• Manage employee review dates and hold staff accountable for their job performance through regular performance evaluations
• Ensure staff has a complete understanding of their job requirements and sufficient training before holding them accountable for results
• Assist in performing personnel actions such as hiring and firing staff and consulting with other managers as necessary
• Maintain awareness of documentation needed and retained in employee files
• Assist accounting with department invoice approval and departmental allocation
• Maintain accuracy with all accounting and billing and end of month procedures
• Ensure open lines of communication with staff, all departments and upper management at all times via email, logbooks, meetings, etc., to ensure all needs of the hotel are met
• Act as the point of contact for guest complaints and concerns in the absence of the and Director of Operations
• Maintain a high level of cleanliness and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property
• Keep abreast of safety and emergency procedures and OSHA requirements
• Attend relevant meetings

Qualifications

Qualifications - External

Qualifications

Experience Required

• Three (3) years front desk operations and security related experience in the hospitality or service industry preferred
• High School diploma or general education degree (GED). College degree preferred.
• Attention to detail
• Excellent verbal, written, and graphic communication and interpersonal skills
• Strong organizational skills
• Ability to speak, read, write, and understand the primary language(s) of the workplace
• Ability to speak effectively before groups of co-workers and sister property staff
• Ability to create documents in Excel and Word
• Ability to understand Property Management Systems and other programs

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We Welcome You

Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.