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Operations ManagerAloft Manhattan Downtown - Financial DistrictNew York, NY
A property of: Real Hospitality Group
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Job Description

REPORTS TO: General Manager and Vice President of Operations or Regional Operations Director SUPERVISES DIRECTLY: Hotel Management Staff SUPERVISES DIRECTLY OR INDIRECTLY : All property associates, vendors, consultants, service providers Benefits/Perks of Working With Us: Upon joining Real Hospitality Group, associates are offered competitive compensation, career growth opportunities, flexible access to wages, holiday, sick and vacation pay, health, dental and vision insurance, employer paid life, accidental death, and dismemberment insurance, an employee assistance program, a 401k, and many associate discount options. Purpose for the Position: The Operations Manager will assist the property general manager in the supervision of the overall operation, sales and marketing, and fiscal operations for the hotel, with a priority focused on the front of the house operations and housekeeping. Duties include but are not limited to, physical asset management, maintenance and overall upkeep, budgeting assistance; costs analysis; payroll and staffing guide control and compliance; sales activities and booking policies (if assigned); yield management in manners that maximize the revenue generation and resulting profits; motivating, training and retaining associates; communications with ownership and management company and any other duties assigned by the General Manager and are required for the day-to-day management and oversight consistent with the expectations for any first class hotel operation. The Operations Manager Essential Responsibilities: Provides professional and courteous service at all times. Revenue Management: Provide the Revenue Management Department with information that includes a market analysis of competitors' rates by market segment for week day and weekend, and a forecast of local market conditions and special events that may impact occupancy and/or rate. Support sales efforts as directed by the Regional Vice President and the corporate sales staff. Ensure that sales, front office and reservation staffs are kept informed of rate structure, and know how to implement yield management policies and procedures. Train front desk staff to successfully perform all front office operations, and revenue management and central reservations procedures. Train front desk staff to successfully perform selling techniques and procedures for current promotions. Use assigned franchise revenue management system to achieve maximum revenue. Financial Results: Be able to assist the general manager and department heads to produce the annual budget by forecasting changes in operating expenses and labor cost. Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels, and control utility expenses in accordance with energy management and building operations standards. Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly GOP and NOI (EBIDTA). Explain the causes for budget variances of controllable expenses, take corrective action to avoid future occurrences and adjust spending to eliminate variances. Protect the company's financial assets by properly administering company policies and procedures for handling cash, credit card, accounts payable, accounts receivable, payroll and all other financial transactions in the absence of the general manager. Also, properly administer company policies and procedures for protecting the safety of guests and associates. Receive satisfactory scores for internal audits and take action to correct any deficiencies. Execute company policies and procedures for purchasing. Guest Satisfaction: Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.). Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property. Personally respond to guest complaint letters and comment cards in accordance with company standards. Manage the 100% guarantee process (if applicable) in accordance with standards, and eliminate service issues that result in repeated invocations of the guarantee. Manage the franchise frequent guest program (guest rewards program) in accordance with franchise / company policies and procedures. Receive satisfactory scores from franchise or independent satisfaction surveys, (OSAT, GSS, GSI, SALT, Medalia) and RHG's mystery shopper program, and take action to correct any deficiencies. Associate Satisfaction: Recruit, select, train, motivate and manage associates whom you have been assigned to deliver guest services and quality products that will lead to achieving goals for revenue and profit. Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of associates. Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages. When assigned potential management candidates and trainees, assist in the training and development of these candidates in accordance with Human Resources programs and guidelines. Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest. Receive satisfactory scores for associate satisfaction surveys and take corrective action to correct any deficiencies. Maintain acceptable levels of associate turnover. Product Quality: Ensure a satisfactory guest experience and protect the company's physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards. Provide input to the annual capital budget (CAPEX), then assist the management team to manage the implementation within company guidelines and fiscal parameters of owner approved plan and budget. All CAPEX plans must consider franchise standard compliance, safety and security for guests and associates, projects providing profitable returns on investment. Manage the preventative maintenance and quick fix programs in accordance with company standards. Receive satisfactory scores for product quality as measured by franchise or independent inspection results and mystery shopper program, and take action to correct any deficiencies. MINIMUM EDUCATION: Bachelor's Degree in Hotel/Restaurant Management or Business Degree. Equivalent experience is acc eptable. MINIMUM EXPERIENCE: 3-5 years as a Rooms Executive or 5 years in a supervisory role in a first class hotel operation. MINIMUM SKILL REQUIREMENTS: Must have knowledge of a variety of computer software applications in word processing and spreadsheets. Word, Excel, Power Point and Access. Must have effective oral and written communication skills. Must have good analytical skills and decision-making ability. Must be able to work independently and multi-task, prioritizing as appropriate. PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS: Must be physically and visually able to utilize the computer. Must be able to sit or stand for long periods at a time. Must have excellent verbal and written communication ability. Flexible in work hours/days. Must be able to travel. Must respond to multiple task interruptions in order to provide service to internal and external customers. While this is intended to be an accurate reflection of the current job, RHG reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical development Physical Demands: Lifting 20 lbs. m...

Job Requirements

We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.

Job Details

Mid level
Full-time

About this location

class:
Midscale
room Count:
51-100
location Type:
Urban

Values

Accessibility
Challenge Status Quo
Customer Service
Diversity
Do Good
Loyalty
Passion

Perks

Commuter Benefits
Company Discounts
Family Medical Leave
Health Insurance Benefits
Job Training
Paid Holidays
Paid Sick Days
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Aloft Manhattan Downtown - Financial District
Aloft Manhattan Seaportshow more
Address49-53 Ann Street, New York, NY, 10038 View map
Property typeHotel 
classMidscale 
room Count51-100 
location TypeUrban 

People (2)

Marcus ManningRooms Division ManagerWhat advice would you give someone wanting to get into hospitality? Advice I would give to newcomers in hospitality is to be visible, accountable, responsible and reliable. It really goes a long way.
Mahogany McCullumControllerWhat advice would you give someone wanting to get into hospitality? Remember always smile as you see in my picture...It's rare you catch me without smiling 😊. Everyday is a new day filled with so much opportunity!! You must embody patience...if not you better learn fast!!! The best thing I can tell someone coming in this industry is to have understanding. Being in this industry it goes hand in hand. Understanding your guests' needs, your associates' needs, and your ownership's needs. They are all vitally important!

Culture (12)

Maryland Hotel Lodging Association Stars of the IndustryReal Hospitality Group was proud to be in attendance at the MHLA Stars of the Industry Awards recognizing the efforts of our teams at the Aloft Ocean City and Dunes Manor Hotel. Congratulations to our nominees and winners.
Toys for Tots Collection 2019The basic mission of the Marine Toys for Tots Program is to collect new unwrapped toys and distribute those toys to less fortunate children at Christmas and, through the gift of a new toy, help bring the joy of Christmas and send a message of hope to America's less fortunate children.
Toys for Tots Collection 2019The basic mission of the Marine Toys for Tots Program is to collect new unwrapped toys and distribute those toys to less fortunate children at Christmas and, through the gift of a new toy, help bring the joy of Christmas and send a message of hope to America's less fortunate children.
Pledge to the American WorkerApprentice - Manager in Training Coretta was invited to attend the Pledge to the American Worker at the White House.
Cycle for FreedomOur team got together for a 45 minute competitive indoor spin session with SWERVE Fitness. All donations went to ECPAT-USA.
Feeding America Food DriveOur teams across the portfolio did a great job collecting food items for Feeding America.
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This property is managed by
Real Hospitality Group