Hotel Operations Manager Resume Sample
Delbert Dooley
88972 Feest Crescent,
Los Angeles,
CA
+1 (555) 178 8329
Work Experience
Hotel Operations Manager
07/2015
-
PRESENT
Boston, MA
- Responsible for training hourly associates on guest service standards and ensuring standards are met
- Ensure budget targets are achieved, understand budget targets and monitor profitability of all departments using reporting tools
- Ensure that all reservations are entered correctly into the system and that the property is prepared for guests' stay
- Respond to inquiries and solve a wide variety of problems
- Create a culture of teamwork, communication and positive, can-do attitude
- Completes manager on duty shifts
- Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
Senior Hotel Operations Manager
04/2010
-
02/2015
Philadelphia, PA
- Train front desk staff to perform all front desk operations successfully, to include revenue management and central reservations procedures
- Exceptional written and verbal communication skills (English)
- Assists with managing the delivery and measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes
- Provides input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
- Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements
- Assist with managing the delivery and measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
Education
Tulane University
2005 - 2009
Bachelor's Degree in Hotel Management
Professional Skills
- Previous experience working in a similar resort setting and experience with Guest Service departments
- Have effective decision-making and problem solving skills
- Strong commercial acumen, preferably with experience in Food and Beverage
- Proven experience of Hotel Management, to Department Leader or Director
- Prior experience in a Front Office Manager role
- Experience in monitoring, forecasting, and managing the fiscal budget and P&L
- Communicates effectively, the performance standards of the department while providing metrics and regular feedback to staff regarding individual performance
How to write Hotel Operations Manager Resume
Hotel Operations Manager role is responsible for training, software, credit, security, payroll, reporting, digital, telecom, insurance, travel.
To write great resume for hotel operations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Hotel Operations Manager Resume
The section contact information is important in your hotel operations manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Hotel Operations Manager Resume
The section work experience is an essential part of your hotel operations manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous hotel operations manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular hotel operations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Hotel Operations Manager resume experience can include:
- Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements
- Prior working experience in a Pre-opening Hotel
- Prior working experience in the UAE
- Coach and support hotel team to effectively manage payroll and controllable expenses
- Orient and train new associates. Conduct ongoing training of assigned associates to increase job knowledge and skill level. Counsel on career development
- Good understanding of Opera operating system
Education on a Hotel Operations Manager Resume
Make sure to make education a priority on your hotel operations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your hotel operations manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Hotel Operations Manager Resume
When listing skills on your hotel operations manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical hotel operations manager skills:
- Monitors staffing levels and ensure effective use of labor while delivering prescribes service levels
- Responsible for decision making on guest complaints, resolutions, room inventory control, payroll and budgeting
- Responsible for maintaining extensive knowledge of all departments within Property, including all hotel departments, Food and Beverage, Casino and Security
- Fosters an open environment that encourages growth and development through personal involvement, coaching and counseling
- Provides vision and direction for department managers in all facets of Front Office (i.e. Group management, training. Counseling etc.)
- At least two years of post-secondary training related to hotel administration, business administration, marketing and finance, etc. is required
List of Typical Experience For a Hotel Operations Manager Resume
1
Experience For Senior Hotel Operations Manager Resume
- Take responsibility for the timely delivery of capital projects within the building to ensure company assets are effectively maintained
- Customer focused experience and understanding
- Management experience in hotel operations
- Develop solutions to maximize the effectiveness of the department
- Managerial experience in Hotel Operations
2
Experience For Hotel Operations Manager Resume
- Experience in Front Desk and/or Room Reservations
- Supervisory experience at a major hotel/resort setting
- Experience managing third party companies
- Experience in guest service at a major hotel/resort
- Experience as a supervisor at a major hotel/resort
3
Experience For Senior Hotel Operations Manager Resume
- Upervisory experience in the Hospitality/Hotel industry
- Ensure health, safety, hygiene and other relevant legislative obligations are fulfilled, ensuring the safety and wellbeing of the hotel, guests and colleagues
- Meet and greet guest, ensure all front desk and housekeeping staff provide an air of gracious hospitality to all guests
- Responsible for the day to day operation of Front Desk, Front Services, PBX, Concierge and Business Center operations
- Conduct frequent inspections of the Lobby to ensure that Luxor’s quality standards are maintained
- Possess technical knowledge of property management systems
- Responsible for the day to day operation of the Front Desk, PBX and Business Center operations
4
Experience For Hotel Operations Manager Resume
- Conduct frequent inspections of the Lobby to ensure that Excalibur quality standards are maintained
- Responsible for the day to day operation of the Front Desk
- Work closely with department supervisors and managers to coach, identify and/or resolve inefficient operations. Inform supervisors of problems that affect the operation of the department
- Conduct frequent inspections of the Lobby to ensure that The Mirage quality standards are maintained
- Manage and coordinate the activities of assigned staff
- Monitor and ensure compliance with all Guidelines for Operations. Ensure adherence to the Guarantee of Fair Treatment policy
- Conduct monthly department meetings to review new procedures and solicit input from all associates. Keep detailed minutes on file
- Complete daily bank count, change orders, make daily deposits and log
- Responsible for Front Desk, and Housekeeping Inventory Systems. Prepares weekly schedule; coordinates personnel scheduling between departments as needed; inputs weekly payroll; completes weekly progress report and reconciles with budget
5
Experience For Senior Hotel Operations Manager Resume
- Investigate and resolve balances in house accounts and direct bills; rebates and charge backs. Supervise and reconcile cash controls for each shift. Ensure that all credit policies are being followed and that the credit report is resolved daily
- Develop purchase and production requirements based on daily inventories and order lead times. Meet or exceed Hotel's sales and profit objectives. Maintain costs at or below budget percentages and controllable costs below budget. Ensures labor staffing guidelines are efficient and followed by departments
- Supervisory responsibilities: Manages subordinate supervisors or other associates to include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems
- Inform the Director of Front Office of situations which require attention
- Respond to emergency situations accordingly. Additionally, respond to any Security related accidents or evictions
- Assist with the operational functions within the department(s) consistent with the strategic plan and vision for the department(s), the division and the property
- Monitor Daily Count to ensure the appropriate number of clean rooms are available for check-ins, remaining inventory, and appropriate planning based on arrivals/departures
- Assist the management team in execution of the business strategy ensuring the Business Excellence framework is utilized in order to achieve goals set in the SBU Balanced Scorecard
6
Experience For Hotel Operations Manager Resume
- Conduct frequent and thorough inspections of the different hotel operations to ensure service excellence is consistently maintained
- Seek opportunities to encourage teamwork in order to share resources and best practice between departments
- Conduct or chair regular communication meetings with department heads and actively participate in relevant business meetings to facilitate effective communication
- All pre-opening tasks and responsibilities as per pre-opening plan but not limited to pre-opening plan, if applicable
- Deputise generally in the absence of the General Manager
- Ensure that each operation is accounted for separately as an individual profit centre, the Department Head is fully accountable for its profitability and the operational budget strictly adhered to
- Assist the General Manager to prepare monthly forecasts
- Control expenses and recommend and implement measures to control them
- Manage assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company’s short-term and long-term profitability objectives
7
Experience For Senior Hotel Operations Manager Resume
- Manage/execute the development, implementation, and measurement of guest service standards within Front Desk and PBX, consistent with established guidelines/standards
- Review daily business levels, anticipates critical situations, and plans effective solutions to best expedite/resolve these situations
- Assist in development of cost proposals and cost estimates for equipment, departmental changes, and allocation of resources, as needed
- Oversee/manage accountability processes for departments; ensures compliance with budgetary guidelines, company policies, established departmental guidelines/standards, and legal requirements
- Develop, prepare, and distribute all documentation/spreadsheets required for tracking, productivity, revenue, and executive review, with both accuracy and timeliness
- Work closely in mentoring/coaching manager/supervisors in additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff
8
Experience For Hotel Operations Manager Resume
- Participate in the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure MGM National Harbor’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
- Monitor, consistently reevaluate, and implement effective guidelines/procedures for operational efficiencies, guest service, and cost/inventory control
- Maintain complete knowledge of, and complies with, all departmental policies, service procedures, and standards
- Work closely with supervisory staff to identify/resolve operational inefficiencies
- Provide management guidance and technical direction in the resolution of problems associated with Front Desk and PBX
- Ensure all pertinent information is communicated to staff on a daily basis
- Provide guest resolution for all issues/concerns beyond the scope of authority designated to subordinate staff in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction
9
Experience For Senior Hotel Operations Manager Resume
- Maintain guest arrival and departure lines and the overall appearance of the lobby in order to provide a proper welcome statement to guests
- Keep all public areas, such as casino, guest rooms, and front areas at exemplary presentation
- Assist the Director of Rooms with managing the Front Office and Housekeeping operations; in addition to providing support to other departments in the hotel as needed
- Provide strong lobby presence to assist front desk agents and guest
- 80/20 rule is required to be applied. This means, 80% of your work day needs to be positioned in the front of house areas as well on the guest room floors to drive the guest experience while the remaining 20% is to manage the necessary administrative and operational needs
- Balance the hotel room type inventory, ensuring all group, corporate, and VIP guests are prioritized. Ensure all areas of the lobby level are functioning to Hotel standards (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, signage standards)
- Monitor systems tracking guests requests and team member alerts (HotSOS, Vision for panic devices) Handle guest’s special requests and customer complaints during shift
- Responsible for hotel issues bank and follow all cash handling and credit policies
- Manage Employee Payroll, track attendance, time edits, and conduct call-arounds for OT as needed, update scheduling and payroll daily to ensure any schedule variances are properly recorded
10
Experience For Hotel Operations Manager Resume
- Coach, train, counsel hourly associates and administer discipline as needed
- Conduct stand-up meetings for each shift worked
- Ensure all Colwen and Brand operations and service standards are achieved
- Ensure excellence in guest relations and service
- Assist in budget controls and profitability of assigned hotel
List of Typical Skills For a Hotel Operations Manager Resume
1
Skills For Senior Hotel Operations Manager Resume
- At least four (4) years’ experience working in hotel operations of a luxury or major hotel brand
- Experience supervising 20 or more employees
- Previous experience managing a workforce of at least 100 employees
- At least six (6) years of management experience
- Ongoing review of staff to ensure adherence to established policies and procedures
- Working knowledge of property management systems, proficient knowledge of PC software (MS Word and Excel)
- Working knowledge of a Property Management System
- Working knowledge of Microsoft Office, the Internet, Point of Sale systems, Property Management Systems
2
Skills For Hotel Operations Manager Resume
- Complete all payroll related functions within Workday and the Career Tracking System, checking employee swipes, and issuing payment for up-sell commissions
- Lead by example by serving as the ambassador of “doing the right thing” for our guests, associates, and the hotel
- Ensures that regular, ongoing communication is happening in Operations (e.g. pre-shift briefings, monthly communication meetings, etc.)
- Interpret company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis
- Drive hotel guest satisfaction survey rankings by identifying root causes and sustaining ways to improve methods that lead to increased scores
- Ensure all associates are on time, in uniform, and take their break during the allotted time period ensuring areas maintain coverage
- Participate in developing Luxor marketing strategies to increase volume and market share
- Participate in developing Excalibur marketing strategies to increase volume and market share
3
Skills For Senior Hotel Operations Manager Resume
- Participate in developing The Mirage marketing strategies to increase volume and market share
- Maintain professional behavior with guests, owners, and co-workers in challenging situations
- Responsible for hiring, discipline and termination of Front Desk, Business Center and Telecom employees
- Manages hotel occupancy, rates and selling strategies on a daily basis
- Responsible for guest complaint resolution at the Front Desk, Bell Desk, Business Center, Telecom and Valet Parking on their shift
- Manages and monitors fiscal budget, operations of assigned department(s) and marketing strategies to produce both short term and long term profitability
- Develops communicative relationships with all Operations Division departments, Sales, Casino Marketing, and Convention Services
- 401K available for eligible associates following 90 days of employment
4
Skills For Hotel Operations Manager Resume
- Paid vacation time following 6 months of employment
- O Work closely with the Hotel Operations Director to establish all standard operating procedures for the hotel
- Provide learning and development opportunities for operational Department Heads and Managers
- Exposure to housekeeping & sports and leisure departments
- Analyze and resolve work problems or assist associates in solving work problems. Initiate or suggest plans to motivate associates to achieve work related goals
5
Skills For Senior Hotel Operations Manager Resume
- Monitor and action upgrade and digital offering programs
- Conduct continuous training with staff to refresh and enforce service standards
- Be an active contributor with improving participation and survey scores in our Associate Satisfaction Survey
- Provide ongoing support, guidance and leadership to associates
- Provide ongoing supervisory support/coverage in all departments as needed
- Provide support to the leadership team regarding talent acquisition
- Work with Corporate Human Resources regarding compliance
- Assist in new associate orientation and onboarding
6
Skills For Hotel Operations Manager Resume
- Participate in monthly reward and recognition meeting /celebrate hotel and associate achievements
- Hilton branded training
- Technical knowledge of property management systems and of PC software (MS Word and Excel)
- Provides input into and executes strategic plan consistent with the strategic vision of the division and Property
- Provides input and direction in the development and monitoring of fiscal budgets, division operations and marketing strategies to produce both short term and long-term profitability for Property
- Participates in the research, development, evaluation and implementation of new products, services, technology and processes to ensure Property's competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment
7
Skills For Senior Hotel Operations Manager Resume
- Manages Front Desk activities to ensure quality delivery of product and service on their shift and overall. Communicates daily with Room Reservations and VIP Services, ensuring VIP and group customer information is accurate and shared with Front Desk staff
- Foster an open environment that encourages growth and development through personal involvement, coaching and counseling
- Ensure pre-shift briefings are done on their shift as well as preparing pre-shift for following shifts to review daily operations
- Review the training documentation of all new hires on their shift
- Review shift schedules to maintain control of staffing needs on a daily, weekly and seasonal basis
- Read and respond to all email and correspondence
- Review and approve requests for days off, vacations and leaves of absence
8
Skills For Hotel Operations Manager Resume
- Complete paperwork for pay increases when applicable
- Create, prepare and implement new policies and procedures
- Train others in policies and procedures
- Ensures that all guests are treated with courtesy and respect. Attempts to resolve significant problems to the satisfaction of the guest and in the best interest of Property. Handles complaints and renders decisions tactfully
- Reports all irregularities to the Director of Front Services and/or the Vice President of Hotel Operations
9
Skills For Senior Hotel Operations Manager Resume
- Manages Bell, Door and Valet Departments in the absence of the Director of Front Services and the Front Services Manager
- Responsible for overall service satisfaction for 3,981 rooms
- Coordinates Hotel related decisions in the event of a property emergency
- Acts as liaison between the front desk and other departments on all hotel-related activities
- Manages assigned operational functions within the department consistent with the strategic plan and vision for the department, the division
- Manages the delivery and measurement of guest service within assigned department(s) consistent with the company's core service standards and brand attributes
- Interfaces with staff members to ensure cohesive, consistent workforce that understands and provides guest service at an exceptional level
10
Skills For Hotel Operations Manager Resume
- Ensures efficiencies of process and service are constantly reviewed and analyzed for continued improvement for the department
- Understands and manage the department financial statement and ensure responsible fiscal management
- Proven knowledge of managing, planning and organizing the type of activities in assigned area with the ability to address the technical matters involved is required
- Light work- Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly lift, carry, push, pull or otherwise move objects
- Medical, dental, vision and life insurance offered 30 days of employment
- Discounts at Hilton Worldwide hotels and Marcus Hotels & Resorts
- Transfer within the company
- Be available to meet with guests and help Department Heads deal with discerning or unsatisfied guests, responding to guest complaints in a timely and empathic manner
- Incorporates guest satisfaction as a component of colleague/operations meetings with an emphasis on generating innovative ways to continually improve results
List of Typical Responsibilities For a Hotel Operations Manager Resume
1
Responsibilities For Senior Hotel Operations Manager Resume
- Hotel Operations experience
- Previous experience with Casino Relations, Airport Registration, and Spa Reservations
- Previous sales experience in hospitality/retail environment
- Guest service experience at a major hotel/resort complex
- Hotel Front Desk experience
- Provide support to the General Manager/Assistant General Manager
- Tour and inspect property on a daily basis and monitor for property cleanliness, safety and security, product quality and exceptional service throughout
- Rain and support all associates and ensure performance in accordance with established hotel brand/Colwen standards
2
Responsibilities For Hotel Operations Manager Resume
- Maintain associate files and records
- Establish and maintain open collaborative relationships with direct reports, associates and General
- Compliance with Federal & State Labor laws
- Monitor department checkbooks, order inventory
- Maintain key control and lost and found. Ensure staff is trained in key control and lost and found procedures
3
Responsibilities For Senior Hotel Operations Manager Resume
- Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results
- Some Food and Beverage background
- Inform Hotel Operations leadership of situations which require attention
- Assist Hotel Operations leadership with any tasks assigned
- Hold regular briefings and communication meetings with the Department Head team
- Ideally a current Rooms Division Manager
4
Responsibilities For Hotel Operations Manager Resume
- Monitor uniform standards
- Complete property payroll
- Sound knowledge of IT
- Proficiency in spoken and written business English and preferably a second language
- Competent in Microsoft Office applications and OPERA PMS
- Able to manage diverse and high volume operations
5
Responsibilities For Senior Hotel Operations Manager Resume
- Closely monitor guest feedback, communicate feedback results with leadership team and make recommendations for improvement
- Creates an atmosphere in all rooms, IT and S&L areas that meets and exceeds guest expectations
- Assist the General Manager to recruit and select members of the management team who meet the Zabeel House profile and can deliver Zabeel House core competencies
- Mentor and coach operational Department Heads and encourage them to take responsibility for their own development and growth
- Foster colleagues’ commitment to providing excellent service, participates in shift briefings and other key meetings as required and models desired service behaviours in all interactions with guests and colleagues
- Manage performance of all direct reports in line with company policy (Coaching, Quarterly Reviews, Annual Appraisal, and Talent Management) and deal with poor performance issues as they occur
- Champions change, manages the implementation of brand standards and business priorities and communicates follow-up actions to team as necessary
6
Responsibilities For Hotel Operations Manager Resume
- Proficiency in Microsoft (Word, Excel, Access, Outlook and PowerPoint)
- Previous supervisory responsibilities
- Front Desk Manager
- Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner. Recommend or initiate personnel actions, such as promotions, reviews, transfers, discharges, and disciplinary measures. Adhere to wage scales for the property. Be knowledgeable of associate benefits procedures and administration
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