Department: Front Office & Housekeeping
Position: Hotel Operations Supervisor
Reports To: Assistant Director of Hotel Operations
Function: The Hotel Operations Supervisor will interact with guests, staff, vendors, and other departments to provide a unique and luxury experience. The Supervisor will also guide and direct frontline staff within the department by providing hands-on and do-by example leadership to achieve customer service and financial goals.
Work Performed:
1. Assist with cultivating a personalized and luxury experience for guests throughout The Mill – must do so by engaging, educating, and leading staff while efficiently operating The Mill and its activities with mandatory shift presence.
2. Utilize and educate/train staff on job basics and supplementary knowledge of the Zehnder properties and general knowledge of the city of Frankenmuth to create personalized itineraries for guests: booking, dining reservations, room cleanliness, and during check-in/out.
3. Support, observe, correct, and coach Concierge and Housekeeping staff in customer service, up-selling, service standards and standard operating procedures.
4. Assist management in responding to customer comments and letters and adjusting procedures if necessary.
5. Assist management and perform room inspections to ensure a high standard of cleanliness, needs for repair, inventory, etc.
6. Responsible for daily operation financial decisions: daily payroll, financial objectives, cashiering, inventory, and receiving product from vendors.
7. Schedule housekeeping, concierge, and event staff as needed.
8. Train incoming staff for the departments.
9. Set agendas and information used in staff meetings, run staff meetings with direct manager.
10. Maintain knowledge of operating systems and technical procedures, including but not limited to IVY, Opera, Revinate, credit card systems, Dormakaba, App Suite, OpenTable, etc.
11. Manage transactions with large amounts of cash, foreign currencies, credit card transactions, traveler checks, discounts, and collect other forms of payment.
12. Limited food & beverage handling in accordance with safety guidelines.
13. Perform Housekeeping, Concierge, and Night Audit duties as needed.
14. And all other tasks requested by management.
Physical Requirements: While performing duties of this job, the employee is frequently required to stand, walk, type, talk, and hear. May include working indoors/outdoors and heavy lifting (up to 50lbs.)
Other Requirements: Previous work experience with Opera or similar programs. Previous supervisory or leadership experience. Previous hotel, Guest Service, or hospitality/tourism experience. Excellent communication skills (verbal and written), friendly personality, excellent manners/etiquette and positive attitude. A willingness to learn, change, and grow. Strong customer focus and emotional intelligence. Strong organizational and problem-solving skills, multitask efficiently being able to prioritize what needs to be done – involvement with multiple guests and tasks simultaneously. Ability to calculate figures and amounts such as discounts and percentages. Working knowledge of Microsoft Office and applicable computer programs.
Must be available to work early mornings, nights, weekends, and holidays. Inventory is taken at the end of each month after operational business hours; staff will rotate though to take part in this.
Age Requirements: Must be 21 years of age or older.
