Interstate Hotels & Resorts Operations Manager II in Carmel, Indiana
Does thriving at a fast-pace, relationship building, and navigating dynamic business operations - to delight guests and exceed financial goals - bring out your best self? Then, Interstate’s Operations Manager position may be your best next career move.
As Operations Manager, you will
Oversee hotel operations to ensure a safe, comfortable environment for guests to enjoy and where associates can excel. Get out from behind the desk to observe guest experiences and staff interactions. When complications surface – and they will – make it right for the guest and open channels for associates.
Build and Foster Front Office Staff. Create an environment that’s engaging, where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
Keep a pulse on operational and financial performance. Actively participate in the budget process, and accurately forecast for optimal staff and supply levels, maximum flow-through, and exceptional guest experience
Act as Manager on Duty, when duty calls.
Oversees two or more departments in the hotel. Accountable for achieving budgeted revenues/profits, while maintaining the operational and service standards prescribed by Hotel as well as those prescribed by Interstate Hotels & Resorts.
This role will oversee the housekeeping department to ensure productivity standards and cleanliness standards are being exceeded. In addition, this position will conduct monthly team meetings with the housekeeping department and may perform other leadership tasks such as payroll, processing invoices, ordering and inventory, and scheduling. The Operations Supervisor/Manager will assist the GM in managing the P&L in both topline revenue and expenses. This position will keep the Front Desk Manager focused on critical components of operations to drive successful guest satisfaction results and will improve service by communicating and assisting individuals to understand guest needs, provide guidance and feedback, and individual coaching when needed.
Responsibilities include but are not limited to:
• Provide the highest quality of service to the customer at all times and ensure associates do the same. • Able to run the Perfect Shift, using checklists and/or calendars for success. • Manage and coordinate the activities of hotel staff. • Able to carry out supervisory duties for any department under the Operations Supervisor/Manager (i.e. Front Desk, F&B, Housekeeping, etc.) • Interpret company policies and provide a safe work environment by ensuring compliance with safety programs and job safety analysis. • Ensure adherence to the Guarantee of Fair Treatment Policy. • Source talent, interview applicants, facilitate orientation, and train new associates. Conduct ongoing training to increase job knowledge and skill level. • Coach and counsel associates to encourage positive behaviors and correct negative behaviors. • Analyze and resolve work problems or assist associates in solving work problems. • Initiate or suggest plans to motivate associates to achieve related goals. • Monitor uniform standards to ensure compliance with the Standards of Appearance. • Comply with all regulations and guidelines for Human Resource tasks. • Recommend or initiate personnel actions, such as promotions, transfers, discharges and disciplinary measures. • Be knowledgeable of associate benefits procedures and administration. Guide or direct associates to benefits information. • Ensure proper hiring practices comply with eVerify, I-9, ADA and EEO requirements. • Monitor service trends by speaking with guests, reviewing written guest comment cards, and guest tracking information to ensure service standards are achieved. • Review individual guest surveys, guest satisfaction reports, online reviews, verbal comments, and the service recovery/defect tracking. • Resolve all service issues via written communication or phone calls to complete the satisfaction of the customer. • Empower and teach all associates how to resolve guest questions and/or complaints. • Recognize associates for demonstrating outstanding service initiative with guests and fellow associates. • Coordinate implementation of service strategies at the hotel level. Ensure service strategies align with White Lodging Services Pledge and the Brand’s service strategy. • Support development of new business by creatively resolving special customer requests through making sound business decisions, passing on leads, conducting tours, making sales calls, and actively participating with community organizations. • Review inventory control and selling strategy multiple times a day. Monitor house count to ensure rooms are ready for guests at checkin. • Ensure hotel staff understands national sales and marketing programs and promotions at the hotel level. • Ensure accounting policies are in place. • Perform hands on duties as needed. • Input and reconcile invoices. • Ensure all equipment is maintained in accordance to the service standards and outages are reported and resolved in a timely manner. • Responsible for management systems – accounts payable, accounts receivable, payroll, scheduling, etc. • Ensure effective and ongoing training and development plan is in effect, especially regarding the effective use of all confidential systems. • Ensure compliance with all SOPs, brand procedures, and White Lodging procedures. • Ensure associates follow safe working procedures. • Responsible for passing safety and brand audits. • Ensure food safety and sanitation. • Complete room inspections and property walks. • Ensure compliance with liquor laws and regulations. • Act as primary contact with vendors for supplies. • Associate must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook. • Associate must perform other managerial duties as assigned, of which the associate is capable • Must be able to work flexible hours and be on call 24-hours a day if an emergency arises • Work nights, weekends, and holidays as necessary. SKILLS • If responsible for F&B, be food safety certified. • Familiar with eVerify, I-9, ADA and EEO requirements. EDUCATION/EXPERIENCE • Minimum 2 year college degree or equivalent work experience required
Interstate Hotels & Resorts is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.
If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3830 or email ADA.Assistance@interstatehotels.com with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.
Our People are the Key to our Success
Interstate Hotels & Resorts is the leading global hotel management company with over 430 hotels and 76,000 rooms located throughout the United States and around the world. Our rich history spanning 55 years of innovation, consistency and success is unmatched in the hospitality industry and promises a bright future for our hard-working associates building their careers with us.