Operations Manager

Oct 28 2022
ALTRES Office |Wailea-Makena|Full Time, $62,000 - $72,000 / year
Job Description

The Operations Manager is responsible for delivering an experience that exceeds customer satisfaction and improves acquisition, retention and loyalty. This position plans and develops guest and owner focused programs, initiatives, and oversees the resolution of guest and owner concerns and opportunities. The Operations Manager also ensures delivery of quality, clean and safe facilities, amenities and services in collaboration with the association.

This position works cohesively with the Director of Operations to identify and positively affect improvements and changes in processes and procedures of the housekeeping department, and also interacts in both one-on-one and group settings, leads teams, and acts as the liaison between management, AOAO, realtors and vendors. The Operations Manager is an integral member of the management team and ensures the highest level of guest services.

If you have your bachelor's degree in hospitality management and seven or more years' hotel management experience, we want to hear from you. Apply today to be immediately considered.

Hours

Full-time, Must be flexible

Location

Wailea, Maui

Pay

$62,000 to $72,000 a year, Depending on Experience

Responsibilities

  • Monitor owner and guest satisfaction and recommend solutions to provide optimal service excellence.
  • Maintain positive and professional relationships with owners and guests, AOAO, and the community.
  • Respond to customer needs, concerns and feedback.
  • Evaluate customer feedback tools and monitor guest satisfaction reports, travel review sites, and social media to analyze and understand guest experience and satisfaction.
  • Develop processes and procedures that will elevate customer scores and ratings.
  • Evaluate facilities, amenities and service from a guest and owner perspective and make recommendations to improve usability and overall experience.
  • Analyzes Guest Services? needs and recommend new and improved policies, procedures, practices and equipment.
  • Evaluate the competition and benchmark guest experience to other industry leaders, including pre-arrival, arrival and services during stay (i.e., Front Desk, Concierge, Housekeeping, etc.).
  • Analyze information and evaluate results to choose the best solution and solve problems.
  • Act as an Ambassador at all times with a smile, positive attitude, always being available and visible.
  • Empower colleagues to provide exceptional customer service, always seeking for opportunities to WOW!
  • Maintain a strong working relationship with all departments to support property operations and goals.
  • Resolve conflicts or issues involving guests, owners, or colleagues.
  • Handle all pre-arrival communications with guests and owners.
  • Ensure work orders are completed.
  • Organize and coordinate multiple projects, maintain logs, manage checklists, meet deadlines ensuring efficient operation, and ensure all guest/owner needs are met.
  • Serves as Manager on Duty in absence of the Director of Operations.
  • Manage day-to-day housekeeping operations ensuring the quality and standards meet guests' expectations.
  • Provide information and feedback to supervisors and colleagues.
  • Maintain current knowledge of all property amenities and services and offer or upsell these amenities and services.
  • Assist with maintaining and controlling operating expenses ensuring cost does not exceed allocated budget for all line items and labor.
  • Develop relationships with vendors and businesses to create unique Maui-related experiences, amenities and services for guests and owners.
  • Assist with procurement and inventory upon addition of new residences and maintain organized records of all unit inventories.
  • Participate and attend monthly meetings and offer feedback and support.
  • Develop processes and procedures and provide training to employees.
  • Ensure employee-related issues are resolved in a manner consistent with company policies.
  • Observe service behaviors of employees and provide feedback to individuals.
  • Ensure employees understand customer service expectations and parameters.
  • Understand and able to implement all emergency plans
  • Complete special projects as assigned.

Qualifications

  • High School graduate or equivalent.
  • 2 years of formal post-high school education in the field of Hospitality Management preferred.
  • Bachelor?s degree desirable.
  • 7+ years hotel departmental management experience. Management experience at five-diamond property preferred.
  • Strong leadership and team management skills.
  • Strong communication (written, verbal, interpersonal) skills.
  • Proficient with computers and Microsoft Office (Outlook, Word, Excel) with the ability to learn new software and related applications.
  • Strong problem-solving, analytical and math skills.
  • Excellent time and project management skills.
  • Intuitive, creative, motivated, solution oriented.