Hotel Operations Manager

Job Overview:

Front Desk Manager Responsible for providing leadership, training, financial stability, revenue management, and property oversight. Additionally, over the execution of hotel operations, relationship management, IHG brand standards, and guest experience. At InnTrusted hotels, we want our guests to feel rested, energized, and ready for the day ahead of them. This means we need team leaders who demonstrate the following service behaviors:

• Make a connection: Show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way.
• Be helpful: Familiarize yourself with all the services in the hotel and the local area to answer any question and give guests what they need to find their own way.
• Be efficient: Take ownership and play your part to get things done by making things easier for guests.

Duties and Responsibilities:

Supervisor

• Directly responsible for ALL areas of the front desk operations. This includes but is not limited to:
• Hiring, training, mentoring, disciplining and all efforts of the front desk operations.
• Assists the GM in overseeing all aspects of the hotel including but not limited to front desk, housekeeping, houseman, maintenance, breakfast and shuttle. May be asked to work in any of the departments within the hotel as needed.
• Has an understanding that this position is not a 9-5 M-F position and is willing and able to help cover shifts, train, or visit with guests during non-typical hours. This includes nights, weekends, holidays etc.
• Also has an understanding this this position requires you are available for phone calls from employees after hours when they have questions, problems or concerns and need direction from a manager.
• Responsible for enforcing policies and procedures on the front desk and works with other department supervisors under the direction of the GM to ensure they are followed as outlined by the brand, company and the General Manager.
• Must work to develop a full understanding of hotel computer systems (FOSSE, One Yield, GXP Empower, Qualtrics Guest Voice, credit card and key machine) and be able to effectively train and trouble shoot/correct problems that may arise.
• Ensure that front desk associates are property trained in taking reservations, posting of misc. items, and proper coding of reservations for tracking purposes.
• Manages, inventories, and trains associates on hotel Market. This includes alcohol sales and maintaining TIPS training and compliance for all FD associates. Other Duties
• Must be knowledgeable in AR procedures and collection efforts.
• Ensure that front desk associates are property trained in taking reservations, posting of misc. items, and proper coding of reservations for tracking purposes.
• Ensure that front desk associates are property trained in taking reservations, posting of misc.

items, and proper coding of reservations for tracking purposes.

Billing, Direct Bill approval process, past due accounts etc.

• Ensures accounts are set up and used appropriately by Front Desk according to contract.
• Will be responsible for ordering monthly inventory of items used by the front desk. This includes but is not limited to front desk uniforms, office supplies, guest room keys, Visa Gift cards, etc.
• Must participate in weekly brand revenue management calls and be aware of the strategy for selling procedures.
• Responsible for understanding, training and executing all emergency procedures within the hotel.

This includes but is not limited to: o Fires, power/elevator/phone outages, o Hostage situations o Robbery o Guest and employee accident procedures o

Human Trafficking Guest Loyalty:

• Demonstrate brand loyalty by maintaining compliance with required brand standards, behaviors, hallmarks, and license agreements.
• Drive improvement in Guest Voice ITRec goals. Collaborate with team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback, and build relationships.

With a focus on in house guests and building repeat business during check-in, check-out and breakfast hours.

Responsible Business:

• Ensure a safe and secure environment for guests, team members, and hotel associates.
• Act as public relations representative to raise awareness of hotel and brand in local community.
• Develop and carry out action plans to be environmentally conscious.

Physical Requirements:

• Walking and standing required throughout the entire shift.
• Reaching, bending, carrying, stooping throughout the entire shift.
• Lifting up to 50 pounds.
• Drive a vehicle.
• Knowledge of cleaning chemicals and how to safely use them.
• Report safety hazards, accidents, and injuries immediately.

Job Requirements:

• Basic computer skills, including Microsoft Office
• Excellent written and communication skills
• Ability to multi-task
• Good understanding of engineering principles
• Attention to detail
• Highest level of ethics and integrity
• Ability to problem solve All Employees must be willing and able to adhere to our Employee Handbook policies.

This hotel is owned and operated by InnTrusted LLC. Our management style focuses on each employee's growth and development. By providing tools, support, training, and educational opportunities, the employees at InnTrusted are encouraged to develop their professional goals and attain them. We experience little turn over, especially in our top management positions. Our hotel teams are continually exceeding expectations and producing award winning properties.

The InnTrusted Mission Statement:

We are guided by our relentless focus of being the industry leader in hospitality management.

Our mission is two-fold:

to create a culture of success and stability for our employees and their families; and to build lasting and memorable relationships with our guests, one outstanding stay at a time.

Our Core Principles:

• Confident and empowered employees who exceed guest expectations.
• Consistent and exceptional service to every individual, every day.
• Committed to our employees and to celebrate our success at every opportunity.
• Compassionate in our communities where we live and work.

This job reflects management's assignment of essential job functions. It does not restrict management's right to assign or reassign duties/responsibilities to this job at any time.

Pay:

$16.00 - $18.00 per hour

Benefits:

401(k) 401(k) matching AD&D insurance Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Vision insurance

Work Location:

In person