Mgr Operations

InterContinental Hotels Group - New York, NY

Full-time - Mid Level

New York, NY

Accommodation

About the position

As Operations Manager at IHG, you will ensure the smooth operation of the hotel, focusing on guest safety and comfort. Your role involves maximizing financial returns, developing staff, maintaining brand standards, and enhancing the hotel's presence in the local community. You will also act as the General Manager in their absence.

Responsibilities

• Manage everyday activities, plan and assign work ensuring appropriate staffing levels.
• Develop team performance through coaching and feedback, setting performance and development goals.
• Train colleagues to ensure compliance with standards and provide necessary tools for efficiency.
• Recommend or initiate HR-related actions as needed.
• Foster a collaborative working environment across departments.
• Oversee daily operations and assist the General Manager in strategy development and communication.
• Promote teamwork and quality service through effective communication with management and staff.
• Assist the General Manager in financial and operational planning for the hotel.
• Monitor budget variances and control labor costs and expenses.
• Make recommendations for capital improvements to enhance hotel assets.
• Maintain positive relationships with hotel owners and provide status reports.
• Implement service recovery guidelines to ensure guest satisfaction.
• Respond promptly to guest complaints and concerns.
• Review guest feedback and implement continuous improvement strategies.
• Communicate special needs for VIPs and large groups to relevant departments.
• Lead marketing efforts to promote hotel services and amenities.
• Ensure a safe environment for guests and staff, complying with policies and regulations.
• Maintain a commitment to operating a 'green' hotel.

Requirements

• Bachelor's degree in Hotel Administration, Business Administration, or equivalent.
• Three years of guest service/hotel experience, with at least two years in a supervisory role.
• Experience in extended stay or similar hotel size and complexity preferred.
• Fluent in English; other languages preferred.