/ Avocet Hospitality - Hospitality - Human Resources

The Hotel Operations Manager oversees and coordinates guest service activities to ensure a seamless and exceptional guest experience. This role involves training and supervising staff, monitoring daily operations, and implementing service policies and procedures. The manager works closely with the front desk, housekeeping, and maintenance teams to ensure room readiness, efficient customer service, and adherence to safety standards. They address guest complaints professionally, enforce rules and regulations, and maintain documentation of departmental activities. Additionally, they assist with administrative tasks, scheduling, and forecasting, while providing leadership and support across all hotel departments. This position is key to maintaining and improving the overall guest experience in line with company standards.

Oversee guest service activities, monitor performance, and provide regular feedback to the team. Strategize and manage daily operations to ensure exceptional guest service and efficient customer flow. Assist guest service staff as needed, including addressing guest inquiries and resolving complaints in a timely, professional manner.Train staff on company policies, service standards, and operational procedures.Develop and implement service policies, ensuring staff and guests understand and follow them.Manage guest service coverage and optimize customer service operations.Maintain communication and coordination between the front desk, housekeeping, and maintenance teams to ensure timely room readiness and overall guest satisfaction.Update room status throughout the day and ensure effective communication between departments.Assist housekeeping inspectors and the Executive Housekeeping Manager with room checks, scheduling, and forecasting.Ensure proper handling of cash and adherence to operational policies and procedures.Ensure staff uses cleaning chemicals and supplies in accordance with OSHA standards.Verify all cleaning chemicals are properly labeled with usage instructions.Enforce hotel rules and regulations and maintain documentation of guest service department activities.Provide leadership and direction to guest service and front desk teams, fostering a culture of continuous improvement.Train, coach, and oversee front desk employees and guest service associates in daily tasks and service excellence.Offer ongoing training and coaching to improve performance and maintain service standards. Complete daily reports and ensure adherence to management procedures. Assist the AGM and GM with administrative tasks as assigned. Timely report guest accidents and injuries to the General Manager.Maintain professional communication via radios and ensure adherence to radio etiquette.Support and collaborate with all department heads to ensure smooth hotel operations.Perform additional duties as needed to support the hotel and its guests.