Job description

We are hiring an Operations Supervisor!

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 management 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.

· 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.

· Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Benefits:

We offer 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 Concord managed hotels, plus training & development and career advancement opportunities.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Overnight shift
• Weekend availability

Experience:

• Hotel: 2 years (Required)

Work Location: One location

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