Job Description

The PM Operations Supervisor must be a highly motivated individual who is eager and ready to accept additional responsibilities when needed. This position is responsible for providing training, direction, and leadership for the Front Office & Bistro Teams which includes, but is not limited to, Front Desk, Night Audit, Bartender, Cook, and Barista. The position reports directly to the General Manager and oversees the operation of the Courtyard Front Office & Bistro to Marriott Standards to ensure optimal guest satisfaction and financial performance. The ideal candidate has a friendly demeanor, the ability to learn new computer programs, and can multitask and complete projects in a timely manner. This person should demonstrate exceptional customer service and problem-solving skills. The Operations Supervisor is responsible for:

· Promoting Industry-Leading guest services for all guests.

· Work as a team with other leadership to complete departmental schedules due every Tuesday.

· Developing and overseeing the training and leadership of the Front Office & Bistro teams.

· Adhering to all Marriott Standards and Brand Standard Initiatives.

· Generating awareness for hotel in the community.

· Supporting and enhancing sales initiatives that are compatible with sales plans, strategies, and programs.

· Working shifts at the Front Desk & Bistro while completing additional duties.

· Work with Director of Sales / Sales Department in planning and coordinating Banquets and Meetings.

· Work with Director of Sales / Sales Department on inside sales efforts and tasks.

· Ensuring efficient stocking, ordering, and inventory control within the Bistro & Front Office Departments.

· Act as a liaison between Front Office and housekeeping during high check in time.

· Attend all department-specific webinars.

At our hotelswe want our guests to feel trusted and free to do what they want in their own space which means we need you to:

· Be down-to-earthby being straightforward and natural.

· Be considerateby being respectful, perceptive, and accommodating.

· Be friendlyby being kind, approachable and light-hearted.

· Be reliableby being professional, a team player and resourceful.

CORE SKILLS

Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of PMI’s standards and processes.

Achieves Results

The ability to identify priorities, solve problems, produce desired results and be accountable for commitments.

Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

Communicates Effectively

The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively, and practically.

Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction.

Major Responsibilities

· Work few shifts per week with a minimum of 2 in line level or FOH role in addition to instances where someone cannot work

· Serve as Manager On Duty Thursday – Sunday.

· Conducts weekly inventories on Food and alcohol across front desk and bistro departments.

· Oversee the Training, Development, and Accountability of all team members

· Work with General Manager and other leadership to oversee hiring, firing etc. with direction of the General Manager. Supervisors do not operate solely on making termination decisions.

· Coordinate compliance with Marriott Standards, Initiatives, Audits, and Requirements

· Manage the ordering, stocking, pricing, and sales efforts of the Front desk & Bistro

· Ensure proper ordering and stocking of Bistro & Crate Supplies such as paper products, cleaning products, cutlery, dishware, food and alcohol, and Marriott required documents/checklists and materials, etc.

· Assist Management Team with delivering utmost satisfaction to our guests – including assisting other departments during times of need.

· Coordinate with the appropriate areas / departments of the hotel to ensure proper high-quality product and service delivery and customer service satisfaction.

· Complete administrative duties in a timely manner: orders, training, schedules, Global Food Safety Audits, certifications, cleaning projects, Temperature Logs, Waste Logs, and any other items directed by General Manager or Marriott Requirements.

· Check’s function room setups prior to a group’s arrival to ensure all is in order and works with Sales & Operations to ensure all BEO items are complete.

· Ability to assist the hotel in reaching high service scores. Ensure thorough communication and understanding with guests and other departments by reviewing all standards and expectations.

· Responsible for the appropriate and timely set up of all functions and meetings while maintaining a high level of presentation.

· Performing regular walk-throughs of the hotel to ensure full compliance with Department of Health regulation and brand standards.

· Ensure proper stocking of Front Office Supplies such as room keys, paper products, Marriott required documents and materials, etc.

· Have excellent follow-up and organizational skills.

Abilities

· Multi-task, remain associate and guest service centric.

· Effectively communicate with guests, department heads, associates, and corporate office staff

· Solve guest issues with professionalism, maintain a hospitable attitude.

· Speak, read, write, and understand the primary language(s) used in the workplace.

· Good communication skills, both verbal & written

· Maintain a high energy, positive, professional appearance.

· Poses the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, strong developer, and trainer, and effective in providing exceptional customer service.

· Be creative, innovative, detail oriented and results driven.

· Have excellent follow-up and organizational skills.

· To manage multiple tasks in a very fast-paced environment.

Life Safety/Loss Prevention

· Demonstrates understanding of the procedures of the Hotel’s Emergency Response Plan and ensures sales staff is trained.

· Observes and ensures compliance with the hotel’s key control procedures.

· Ensures all files are secured, organized, safely kept, and detailed.

Communications

· Ensures staff are kept informed of all current hotel/brand promotions.

· Ensures the staff is aware of strategic efforts and remains knowledgeable of “hot buttons” of key or problem accounts.

· Ensures all assigned reports are accurate and on time.

Operations Supervisor Duties - Summarized

· Work jointly with the General Manager and other Operations Supervisor to optimize performance

· Ensure the Front Office & Bistro is clean and organized

· Inventory Food, Liquor, Beverage & Crate Monthly

· US Foods, Nestle, Twin Liquor, Wasserstrom, HEB, Pepsi, Brown Distributing ,Tradavo, Pepsi , and all other Ordering

· Ensure all BSA standards are met and enforced

· All storage areas organized / items labeled to minimize expired food product

· Properly using temp logs / manager logs / waste logs

· Keeping up with MGS updates.

· Ensure all checklists are completed appropriately (and railroad cleaning checklists)

· Cover call-offs

· Serve as the Manager on Duty Thursday – Sunday.

· Coordinate with Sales for Meeting Rooms

· Assist set up Meeting Rooms for banquets / events

· Communicate with departments’ staff for banquets / events

· Micros training

· Fosse training

· Creating EID's and DLZ training for staff

· Bistro / Kitchen staff training

· Front desk training

· Hire / Train new staff

· Supervise all Bistro/Kitchen and Front Desk employees

· Ensure proper etiquette, name tags, uniforms, etc.

· Complete Quarterly Global Food Safety Audit, Marriott Test Audit for BSA Compliance

· Any other duties as assigned

Gratuities

When a /service charge / gratuity is charged, below is the breakdown of the gratuity allocation:
4% - House/Hotel
3% - Operations Supervisor who assisted with booking and maintaining meeting space.
4% - Setting up the Meeting Room
4% - Break Down / Cleaning up Meeting Room / Resetting for show space or next meeting
7% - Bistro - cooking, food prep, display set-up, servicing (break services, trash removal at lunch break, etc.), daily clean up on multiple day meetings (daily trash removal, light vacuum if needed).
For Services that are not applicable for a Meeting or Event, that portion of the Gratuity/Service Charge goes to the house.

· The Operations Supervisor is eligible for all categories of gratuity when those duties are performed for an event.

· The Operations Supervisor is also eligible for Gratuities received at the Bistro for shifts they work in that department.

Job Type: Full-time

Pay: $40,000.00 - $44,000.00 per year

Benefits: