Operations Manager

Residence Inn Boston Downtown/South End, a Colwen Hotels Property, is seeking an experienced and detail-oriented Hotel Operations Manager to join our team. In this role, you will be responsible for the day-to-day operations of the Front Office, Housekeeping, and Food and Beverage teams with a focus on guest and associate satisfaction. To be successful in this position you should have passion for delivering a superior service experience and developing associates.

Colwen Hotels is a hospitality group built on hard work, character, and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today and we strive to keep our ideas fresh. We currently have 40 hotels in our portfolio operating across 10 states. With our continued growth and project pipeline, we are able to provide our associates with exciting career advancement growth and opportunities.

General Responsibilities:

• Manage day-to-day operations and ensure that all associates perform in accordance with established Colwen Hotels and brand standards.
• Develop specific goals and plans to prioritize, organize, and get work done.
• Drive ongoing associate engagement/recognition initiatives.
• Establish and maintain open collaborative relationships with direct reports and team members.
• Manage the ordering and inventory of Food and Beverage (F&B), cleaning supplies, and uniforms.
• Supervise staffing levels to ensure that guest services, operational needs, and financial objectives are met.
• Comprehends budgets, operating statements, and payroll progress report; maintains the operating budget, and verifies that standards and legal obligations are followed.
• Ensure all associates adhere to credit and handling policies; analyze variances and maintain a close watch on the daily house count.
• Demonstrate knowledge of the brand specific service culture and ensure all associates provide excellent service to ensure customer retention.
• Review daily Front Office work and reports generated by Night Audit, and take appropriate actions to ensure all issues are resolved in a timely manner.
• Responsible for interviewing, hiring, training, and developing staff under supervision.
• Take proactive approaches when dealing with guest concerns and set a positive example for guest relations.
• Coach and support hotel team to effectively manage occupancy, rates, wages and controllable expenses.
• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results.
• Balance cost controls with exceptional customer service and associate satisfaction.
• Ensure Compliance with company policies and procedures and Federal & State Labor laws.
• Performs other duties, as assigned, to meet business needs.

Requirements

• Two-year college degree or equivalent Hospitality experience preferred
• At least one year Hotel Supervisory experience
• At least one year Housekeeping experience, supervisory preferred
• Excellent verbal and written communication skills
• Reliable with ability to multi-task and work under pressure
• Excellent interpersonal and customer service skills

We’ve got you covered: Benefits & Perks

• Medical Insurance with Company-Funded HRA
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Wide-Array of Supplemental Insurance Offerings
• Paid Time Off Programs
• Employee Assistance Program
• 401K Plan – Traditional & Roth Options with Employer Match
• Hotel Discount Travel Program for Associates & Family
• Exclusive Associate Discounts – Travel, Entertainment, & Retail
• Training and Development Programs
• Career Advancement Opportunities

 

Colwen Hotels is an equal opportunity employer. EEO M/F/D/V

Employment Type: Full Time
Bonus/Commission: No