Cluster Operations Manager - Charlestowne Hotels

The Cluster Operations Manager, positioned under the direct guidance of the Vice President of Operations and the Chief Operating Officer, will play a pivotal role in steering the day-to-day and overarching operational dynamics of a designated hotel, while also extending administrative and project-based support across three additional properties, each led by their own General Managers. This role is designed to be the cornerstone of operational excellence and the primary liaison for ownership across the quartet of hotels, embodying a unique blend of hands-on management at one site and strategic oversight at others. The incumbent will be instrumental in driving operational efficiencies, sales, and marketing strategies, and spearheading the implementation of key initiatives across the board. Their mission will be to forge a path toward enhanced financial performance by adeptly navigating economic shifts, tapping into demographic insights, elevating brand presence, and nurturing stakeholder relationships. Central to this role is a commitment to amplifying guest satisfaction through innovative strategies, all while maintaining a vigilant eye on cost management to foster sustainable growth and profitability.

PRIMARY RESPONSIBILITIES

• Work collaboratively with managers and supervisors to meet or exceed the hotels' financial budget and guest service goals
• Work closely with managers and supervisors to develop them both personally and professionally
• Establish consistent operating procedures and ensure they are consistently followed
• Establish a Safety Committee and motivate the hotel staff to maintain a productive, positive and safe work environment. Ensure that all employees consistently comply with all Fire Department Safety codes and OSHA guidelines
• Responsible for the appropriate scheduling of hotel staff to ensure guest needs while ensuring labor budgets are withheld
• Responsible for all property based Human Resources and accounting functions, including monthly forecasting and reporting, cash flow and annual budget writing
• Assist in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue
• Participate in weekly revenue management and sales strategies calls
• Ensure the operations staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department
• Conduct daily stand-up meetings with management/staff to ensure employees are informed
• Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis
• Ensure that an accurate inventory is completed for housekeeping and front office amenities and supplies, standard guest room items, linen, food and beverage items, etc
• Work with engineering to ensure that all equipment within the guest rooms and all operational departments within the hotel are functioning properly and are part of an effective preventative maintenance program
• Keep abreast of the competition, local events, and hospitality trends
• Maintain a flexible schedule that can work any shift and assist with staff coverage in the instance of call-offs
• Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor

GUEST SERVICE & SATISFACTION

• Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff
• Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews
• Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
• Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

JOB REQUIREMENTS

• Previous experience with multi-property oversight
• College degree and five years of related experience in hotel operations
• Strong verbal and written communication skills
• Significant attention to detail
• Complete understanding of NOI profitability and budget goals
• Computer skills required – experience with Hotel information systems preferred
• Construction experience recommended; however, not required

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