Head of Hotel Operations

Temps plein

Company Highlights:

The Bright Hospitality Management is reimagining hotel operations by leveraging a tech-forward approach to the guest experience. Our goal is to personalize the stay for each guest driving stellar satisfaction rates. We are currently building out a portfolio of hotels focused on health and wellness called Vitality Hotels.

Perks:

• 100% company-paid premium for employee-only coverage on select Medical, Dental, and Vision Insurance plans
• 401K program with up to a 4% match and full vesting from day one
• Generous Paid Time Off – 2 weeks annually to recharge and relax
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options for added financial flexibility
• Voluntary Life Insurance to provide additional coverage for you and your loved ones

Purpose of the Role:

Memphis Vitality Hotel is looking for an experienced, organized and confident Head of Hotel Operations to join our team with energy and enthusiasm. The Head of Hotel Operations will be responsible for all aspects of the hotel property including but not limited to operations, staffing and overall guest satisfaction (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance). 

This role will be responsible for maximizing operational efficiency and profitability. Responsibilities will include maintaining operating costs, budgets and forecasts while overseeing property maintenance and appearance. Will be required to make recommendations on strategic operational and budget decisions. The selected individual strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

Responsibilities:

Leading Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths
• Ensures that the team is properly resourced and has capabilities to meet expectations
• Leads by example demonstrating self-confidence, energy and enthusiasm
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them

Managing Property Operational Functions

• Follows property specific second effort and recovery plan
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters
• Takes proactive approaches when dealing with employee concerns
• Extends professionalism and courtesy to employees at all times
• Communicates/updates all goals and results with employees
• Meets semiannually with staff on a one-to-one basis
• Assists/teaches the team scheduling against guest and hours/occupied room goals
• Is cross-trained to perform hourly job functions as needed

Managing and Monitoring Activities that Affect the Guest Experience

• Maintains excellent service scores for all survey systems and ensures staff is delivering great service at all times. Follows up on any feedback as needed for further guest service improvement.
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.

Managing Profitability

• Assists in performing required annual Quality audit with appropriate leaders
• Ensures a viable key control program is in place
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
• Ensures adherence to budgets and forecasts resulting in acceptable profit margins and flow through. Drives appropriate operational adjustments as need to achieve financial goals, balancing guest experience with financial needs

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions
• Receives hiring recommendations from team supervisors
• Ensures orientations for new team members are thorough and completed in a timely fashion
• Recommends programs for the motivation and development of staff

Qualifications, Skills, Abilities and Experience:

• Experience managing and maintaining high quality of guest service experience
• Experience with managing profitability metrics and reporting
• Able to take a collaborative approach when working with leadership and peer leaders
• Ability to motivate others
• Strong leadership experience

Physical Requirements:

The physical demands described are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role. Ability to speak and hear. Close and distance vision. Excessive walking. Frequently lifts/carries up to 25lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills. Continually works in normal office conditions and in close proximity to others. Additional physical, visual requirements and working conditions may include but are not limited to:

• Ability to work day shift with varying schedule from week to week
• Stand for long periods of time
• Walk extended distances
• Lift, push, pull, carry 25lbs.
• May come in contact with fumes or airborne particles
• May be exposed to toxic or caustic chemicals

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Hospitality Management or related combined experience and training equivalent 
• 5 years related hotel management experience
• Related supervisory leadership experience
• Basic computer skills
• Ability to work day shift with ability to work nights as needed
• Ability to commute/relocate to onsite location

*Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying. 

Behavioral Competencies:

• Attention to Detail
• Independent Self-Starter
• Highly Organized
• Critical Thinker
• Problem Solver
• Excellent Communicator
• Ability to Prioritize
• Team Work & Collaboration
• Multi-Tasker with Strong Sense of Urgency

Schedule / Travel Requirements:

• Various schedules may apply

The pay range for this role is:

70,000 - 80,000 USD per year (Memphis Vitality Hotel)