Hospitality Operations Manager

$75,000 - $75,000/Yr

Planned Companies - Oakland, CA

Part-time,Full-time - Mid Level

Oakland, CA

1,001-5,000 employees

Administrative and Support Services

About the position

The Hospitality Operations Manager at Planned Companies is responsible for ensuring exceptional service is provided to residents and their guests. This role involves leading a professional Concierge team, maintaining high customer service standards, and managing financial aspects to meet payroll budgetary goals. The position requires flexibility in scheduling and a strong focus on client satisfaction.

Responsibilities

• Ensures the Concierge Operations are operating effectively and in accordance with Property Management and/or Board of Directors' expectations.
• Maintain Client Satisfaction which will result in the retention of the Contract.
• Ensures each client and guest receives a Warm Welcome and Fond Farewell.
• Recruits, trains, motivates, supervises, and mentors team members - leads by example.
• Ensure that all team members are trained to react intelligently and quickly to all emergency situations.
• Use Company Approved Team Scheduler to ensure payroll budget compliance.
• Complete necessary Payroll Tasks by Company deadlines.
• Produces a wide network of offerings to clients, including but not limited to car service, dog walking, dry cleaning, grocery delivery, etc.
• Smooth operation of contractor arrivals/departures and realtor/home buyer visits.
• Covers shifts for team members to ensure proper staffing requirements are maintained.
• Attends company meetings/trainings and ensures all team members participate in company training sessions.

Requirements

• Experience in a field supervisory or management level position, previous janitorial or hotel-like atmosphere.
• Professional background in customer service and hospitality management.
• Must be hospitality driven and offer any necessary assistance to clients and guests.
• Must be able to coach and mentor team members.
• Must possess the ability to multi-task.
• Must possess ability to work in a team environment.
• Must be able to proactively learn about all events, happenings, restaurants, etc. in the local neighborhood.
• Basic knowledge of Microsoft Office (Word & Excel) and the Internet.
• Proven organizational skills that exemplify attention to detail from beginning to follow-up on each project undertaken.
• Proven leadership ability to develop and motivate team members and effectively provide supervision as well as train members to deliver high level customer service.
• Effective interpersonal communication skills (written and oral) with ability to engage positively with clients.
• Diplomatically handle delicate and challenging client concerns.
• Must be well versed in budgetary and cost control responsibilities.
• Ability to lift 50 pounds.

Nice-to-haves

• Customer service: 5 years (Preferred)

Benefits

• Full-time employees (defined as working 30 or more hours per week) are eligible for medical, dental, vision and other ancillary benefits.
• All employees (full-time and part-time) are eligible to participate in the company's 401K which has an employer match.