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Operation Manager

Company: Hotel RL Baltimore Inner Harbor
Location: Baltimore
Posted on: October 13, 2019

Job Description:

Location: US-MD-Baltimore# of Openings: 1Category: Front DeskPosition Type: Regular Full-TimeFLSA Status: ExemptAbout Us

Housed in the historic 10-story Keyser Building, Hotel RL is located just steps from the Inner Harbor. A testament to our love of all things local, creative and good for the world, our hotel features bright and peaceful guestrooms, ethically sourced Victrola Coffee at the Caf, and The Living Stage?an intimate stage for thought-provoking events. At our Inner Harbor hotel, we've partnered with Baltimore Uncovered as part of our philanthropic initiative, Project Wake Up Call, to raise awareness and funds for the homeless. Stay comfortable. Stay inspired. Stay Curious at Hotel RL. Join our team of professionals and enjoy discounted meals, discounted hotel rate at other hotels in the company, competitive pay and health care benefits. Contact us to see how we can elevate your career.

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met and cleanliness and maintenance standards of the guestrooms, meeting areas, public areas, and back-of-the-house are met through the optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments./

Responsibilities

  • The following are specific contributions that must be developed during the training program in order to successful complete the program and be placed in a hotel:

    Responsibilities Include:
    • Ensure efficient guest registration, checkout and guest service, service, while ensuring all brand standards are being applied.
    • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
    • Implement company and franchise programs.
    • Plan, organize, and monitor staff workload to ensure compliance with cleanliness and maintenance standards, which requires continuous visual and written inspections of guestrooms and public space areas.
    • Manage the housekeeping budget by implementing controls for expense management.
    • Conduct periodic inventory of guest supplies, small equipment and linen as required.
    • Inspects rooms, storage rooms and room attendant carts for neatness, cleanliness, adequate supplies, and good repair and controls expenses and minimizes waste within all areas of housekeeping.
    • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
    • Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
    • Implement and manage all company programs to ensure compliance with the SOPs and LSOPs; to include safety and sanitary regulation, all federal, state, franchise, and local regulations to ensure optimal levels of quality service and hospitality are provided to the guest.
    • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
    • Communicate both verbally and in writing to provide clear direction to staff.
    • Ensure compliance of front office, guest service, and Housekeeping standard operating procedures and policies. Ensure all Standards are complied with and are consistently applied.
    • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
    • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
    • Must complete monthly inventories for Front Office and Housekeeping to ensure adequate supplies are on hand for guest needs and employees.
    • Operate department pursuant to OSHA requirements and guidelines and ensure full compliance with the SWIM program.
    • Regular attendance in conformance with the standards is essential to the successful performance of this position.
    • Perform any other job related duties as assigned.

      Qualifications

      • 5+ years management experience, with at least 3 years in Rooms
      • Proficient with PMS system
      • Bachelor's Degree preferred.
      • Must possess thorough knowledge of all front office and housekeeping operations and individual job requirements.
      • Knowledge of brand standards and programs
      • Able to handle cash and credit transactions.
      • Computer literacy and financial management a must.
      • Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
      • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
      • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
      • Able to establish and maintain effective working relationships with associates and customers.
      • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
      • Able to manage multiple tasks at all times and have excellent organizational skills.
      • Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.
      • Excellent communication and conflict resolution skills
      • Command of the English language both written and verbal.

        Benefits

        HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

        For your physical and mental wellness we offer competitive Medical, Dental and Vision insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

        HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. PI114012641

Keywords: Hotel RL Baltimore Inner Harbor, Baltimore , Operation Manager, Executive , Baltimore, Maryland

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