Description

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Assistant Director of Rooms.

The Operations Manager is responsible for all duties of the front desk and housekeeping operation which includes staff training, inter-department communications, staff scheduling, and payroll. The Operations Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office, housekeeping, and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. The Operations Manager plays a key leadership role in shaping the end-to-end guest journey - from pre-arrival engagement to post-stay follow-up. This position partners closely with Rooms, Commercial, and F&B leadership to elevate VIP and Check-in experiences, Room Cleanliness, World of Hyatt elite engagement, and overall service performance across the hotel.

Duties include:

• Responsible for short and long term planning and the management of the hotel's Front Office operations
• Ability to work in both the Front Desk and Housekeeping operation interchangeably based on business needs
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Insures proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures

Qualifications

• Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
• Ability to work in both the Front Desk and Housekeeping operation interchangeably based on business needs
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills