Operations Manager

Concord Hospitality - Pittsburgh, PA

Full-time

Pittsburgh, PA

Accommodation

About the position

This position requires experience in Full Service Hotel Operations, including Rooms Departments, Food & Beverage Departments, Restaurant Operations, Banquet Operations.

Responsibilities

• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Analyzes service issues and identify trends.
• Successfully works with department heads to ensure proper processes are being met.
• Communicates effectively any rising concerns to General Manager to keep property headed in positive direction.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
• Champions the brand's service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
• Develops systems to enable associates to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures associates are treated fairly and equitably.
• Oversees and ensures funds controls are appropriately being collected and dropped in accordance with company policy.
• Ensures that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits associate feedback, utilizes an 'open door policy' and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Benefits

• Competitive wages.
• Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Marriott Hotels and Concord managed hotels, plus training & development and career advancement opportunities.