Operations Manager

Who We Are: AC Hotel New Orleans Bourbon/French Quarter by Marriott is a 220-room lifestyle select-service hotel located 1.5 blocks from the intersection of Canal and Bourbon Streets in the heart of New Orleans. The neo-classical building was originally constructed in 1921 and has been transformed into an institutional quality asset having undergone a $20,000,000 state of art conversion of the storied New Orleans Cotton Exchange Building into a sleek, European-inspired boutique hotel. Opened in November 2014, the hotel has an enviable pedigree as the first AC Hotel by Marriott to open in the Americas. At this property, you will be part of a team that values being proactive with guests and giving them a memorable experience for every stay. Are you ready to take your career to the next level? Apply Today!

We have an exciting opportunity to join our AC Hotel New Orleans as an Operations Manager.

Position Summary:

Manages all Front Office and Food and Beverage operations to ensure outstanding guest service and financial profitability. Builds and manages the team effectively. Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction. Enters information into the computer system, collects funds, and runs necessary reports. Seeks opportunities to maximize revenue.

Primary Responsibilities/Essential Functions:

1. Manages all Front Office and F&B operations, including guest service, registration, room inventory, and availability. Responsible for planning department goals and directing team members to achieve results.
2. Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs. Follows all Human Resources policies. Ensures staff receives required training or attends mandatory meetings.
3. Monitors and develops team member performance, including supervision, scheduling, counseling, evaluations, and recognition and reward.
4. Monitors and assesses service and satisfaction trends, addresses issues, and implements improvements.
5. Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and revenue.
6. Ensures team members have current knowledge of hotel products, services, events, pricing, and policies, and knowledge of the local area.
7. Resolves customer complaints and anticipates potential problems by monitoring complaints and operational issues to ensure high levels of customer satisfaction and quality.
8. Reports potential safety issues and takes immediate action to resolve emergency situations.
9. Reporting to work on time and regularly is an essential function of the job.
10. Completes inventories in AC Market and AC lounge for accurate monthly reporting.

Other Responsibilities/Supportive Functions:

1. Makes merit decisions within budget or established limits and determines promotions or reclassifications within company policy.
2. Approves leave and time away from work within company guidelines. Enters schedules and monitors timecards for accuracy.
3. Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service.
4. Monitors and maintains the Front Office and F&B systems and equipment for optimum performance.
5. Runs and analyzes various reports to monitor customer satisfaction, occupancy, revenue, and competitive situations.
6. Notifies management of unsafe conditions, needed maintenance, and any accidents.
7. Attends all required meetings.

Qualifications:

1. High school diploma or GED; bachelor’s degree in hospitality management desired.
2. Five or more years of related Front Office experience and one year as Supervisor/Assistant Manager in a similar setting.
3. Ability to lead others by mentoring and providing training that meets or exceeds guest expectations.
4. General knowledge of accounting and bookkeeping transactions commonly used at a hotel or resort.
5. Excellent customer service/communication skills with guests of various backgrounds.
6. Ability to use mathematics to solve problems.
7. Ability to use computers with accounting software to record, store, and analyze information.
8. Attention to detail and ability to remain calm in difficult situations.

Special Skills & Abilities:

1. Regularly stands or walks for sustained periods, uses fingers to enter data, and occasionally grasps objects.
2. Requires visual acuity to prepare and analyze data and figures and to determine the accuracy of work.
3. Subject to inside environmental conditions and moderate noise levels.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the needs of the organization.