Job Description

As the second in command, the Operations Manager actively contributes to the overall operation of the hotel, providing strong leadership to the team. Specifically, this person has direct influence and accountability for the cost structure, quality standards, RESET culture, and guest satisfaction. In the absence of the General Manager, he/she is responsible for the physical property as well as the operation, the Talent and the guest. They have great knowledge of hotel operations, are committed to guest satisfaction, and provide a great experience every time. Understanding that it is the Talent who makes it happen on a daily basis, they provide ongoing support and motivation to the team.

Salary Range: $70,304 - $71,000

of Essential Job Functions

• Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service-failure measurements and coach accordingly.
• Assist in interviews, hiring, training, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. Use the PMHS efforts for all recruiting and on-boarding activities.
• Communicate both verbally and in writing to provide clear directions to staff.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc.
• Oversee the Food & Beverage operations to assure The Bar are compliant with brand standards regarding ambiance (lighting, music, scent) service and operating hours
• Ensure each facility meets established cleanliness and condition target

• Oversee Refresh operations to ensure procedures are established to maximize productivity and regulate inventories of linen, terry, guestroom amenities, public space supplies and cleaning supplies
• Ensure brand standards are in place to achieve target guest experience as well as cleanliness and conditions scores for all guestrooms and public spaces
• Certify that procedures and controls are implemented for the laundry operation
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Maintain hotels Vibe. (i.e. Music, Lighting, ambiance)
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Abilities Required

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Speak, read, write and understand the primary language(s) used in the workplace
• Read and write to facilitate the communication process
• Good communication skills (verbal and written)
• Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision
• Basic computational ability
• Basic computer skills

Education

Bachelor’s Degree or equivalent education/experience required.

Experience

Two to three years of employment in a related position.

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PMHS staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PMHS associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to PMHG. Every PMHS associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.