The Laurel Hotel and Spa - Operations Supervisor - Rane Culinary Science Center

Job Summary:

The Operations Supervisor assists the Operations Manager in overseeing and organizing day-to-day operations in the Front Office and Library lounge to ensure world class service & education, food & beverage offerings and to maximize profits and guest satisfaction.

This individual ensures all Ithaka Hospitality standards for excellence are met and communicated properly from leadership to team members. They strive to continuously develop and enhance team members and students to deliver a world class experience. Efficiency, attention to detail, and perfection are mantras of this position.

• Supervise all Guest Experience Experts and Food & Beverage Attendants including training and counseling, to maintain service standards.
• Monitor performance and assist team members to ensure all jobs are completed within the shift.
• Understands and maintains a complete knowledge of all menus, amenities and standard operating procedures
• Adhere to AAA 5 Diamond and Forbes 5 Star standards
• Effectively manages and develops relationships with internal and external customers
• Teach and maintain all IHP policies, standards for excellence and departmental procedures
• Coordinating the pre-arrival communication and upsell program to increase revenues
• Assist in facilitating hands on learning opportunities for students in the Horst Schulze School of Hospitality Management
• Assist with inventory, supply ordering and other administrative duties as assigned
• Execute emergency procedures in accordance with hotel standards

Required Skills & Abilities:

• Ability to effectively deal with guest and employee concerns in a friendly and positive manner.
• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Proficient in Microsoft Office Suite or similar software.
• Ability to input 40 WPM on a computer keyboard.
• Must be adaptable and flexible to any situation.
• Ability to multi-task.
• Remain calm and professional under stress.
• Be able to make decisions and possess good judgment.

Education & Experience:

• High school diploma or equivalent is required; bachelor's degree is preferred.
• Minimum of 1 year of customer service, food & beverage and/or hotel experience is required.

Physical Requirements:

1. Prolonged periods sitting at a desk and working on a computer.
2. Must be able to lift up to 15 pounds at times.
3. Must be able to stand for several hours at a time.

All descriptions have been reviewed in an attempt to illustrate the jobs functions and basic duties. In no instance, however, should the duties, responsibilities, and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors/managers as deemed appropriate. Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the positions.