at Sonesta International Hotels Corporation in Chicago, Illinois, United States
Job Description
Job Description Summary
The Operations Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk, food service and administration of the business. The Operations Manager is responsible for preparing the Front Office for the day's business. The Operations Manager's focus is on guest and associate satisfaction, expense control and product and service quality and will lead to their contribution to the overall goals of the hotel.
Job Description
DUTIES AND RESPONSIBILITIES:
- Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
- Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
- Manage the front office and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
- Responsible to manage all approvals, billing, and collections of hotel's Accounts Receivables.
- Prepare Month End Reporting for the preparation of hotel financial reports.
- Provide regular direction and manage Front Office operations to establish and implement procedures to ensure routine inspections of all guest rooms/suites and public areas to ensure all are clean and/or in good repair.
- Manage both the daily execution of the breakfast, evening social and the pour food and beverage operation, to ensure standards of operation and quality and guest satisfaction are maintained. Ensure the shoppe convenience store is stocked and maintained in an orderly and appealing manner. Monitor inventory and order replenishments in a timely and efficient manner.
- Ensure the proper process is in place to manage and report on department expenses. Work with the General Manager on the identification of budget variances within the Front Desk, Food and Beverage
- Purchase and/or requisition for the inventory to ensure adequate minimum and maximum stocks of all food, beverage, material, and equipment.
- Monitor and control food and beverage costs and ensure procedures are followed to ensure the security and proper storage of food and beverage products, inventory, and equipment and to minimize waste.
- Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Desk, Food and Beverage. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all associates of the two departments.
- Ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Desk, Food and Beverage.
- Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. This includes the proper use of any platforms and/or programs to leverage purchasing power and the analysis of hotel spending to identify efficiencies.
- Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
- Promote teamwork and quality service through...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
