Service Operations Manager Jobs in Indianapolis, IN

Position: Operations Manager

Reports To: General Manager

Position Summary: The Operations Manager is responsible for maximizing hotel operations, including guest and employee satisfaction, financial performance, sales and revenue generation, and delivering a return on investment to ownership. This role involves overseeing and modeling efficient and courteous service throughout the hotel in accordance with company standards while optimizing revenue. The Operations Manager is also responsible for ensuring adherence to all applicable company standard operating procedures.

Pay Range: $45,000 to $55,000 based on experience and qualifications

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maximize guest experience and ensure overall service excellence.
• Maintain and uphold Brand Standards throughout the hotel.
• Direct and coordinate activities of the front desk, housekeeping, reservations, guest services, security, and maintenance departments.
• Optimize Average Daily Rate (ADR) and Occupancy levels.
• Facilitate communication between Sales and Operating departments.
• Monitor daily hurdle points, selling strategies, competitive rates, and internet rates to yield the best room revenue and occupancy rates.
• Implement aggressive up-selling strategies to maximize room rates.
• Oversee housekeeping and maintenance operations to ensure compliance with standard operating procedures.
• Control department head schedules and expenses, implementing cost-saving strategies as necessary.
• Monitor and control daily costs per occupied room for housekeeping and maintenance.
• Ensure that the property meets or exceeds Brand Standards.
• Participate in the Manager on Duty program, ensuring the hotel’s guest services are fully supported.
• Empower associates to exceed guest expectations, solicit guest feedback, and promptly resolve any guest complaints.
• Model desired behavior in all aspects of hotel operations.
• Adhere to all work rules, procedures, and policies established by the company.
• Understand and adhere to budget guidelines, including staffing and purchasing procedures.
• Assist in recruiting, interviewing, and training new associates.
• Ensure compliance with all relevant labor laws and regulations.
• Ensure all financial transactions are properly documented and reconciled.
• Maintain adequate levels of supplies and ensure proper documentation of maintenance issues.
• Properly handle and account for keys.
• Be knowledgeable of and enforce emergency procedures and security policies.
• Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
• Ensure all guest interactions are conducted in a courteous and professional manner, aligning with company standards.
• Collaborate with other departments to ensure seamless service delivery and enhance overall guest satisfaction
• Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
• Participate in daily hotel operations meetings and contribute to the overall hotel strategy.
• Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.

Qualifications:

• Education: High School Diploma or equivalent education required.
• Experience: Minimum of three years of supervisory experience in hotel operations, with a focus on front desk, housekeeping, and maintenance.
• Excellent verbal and written communication skills.
• Basic computer skills and knowledge of hotel management software.
• Ability to maintain compliance with local, state, and federal laws and regulations.
• Ability to stand and move throughout the hotel for up to four hours at a time.
• Must be able to lift up to 15 lbs occasionally.

Taking Care of You – Our Benefits

At Ivy, we believe in supporting our team both at work and in their personal lives. Your eligibility for benefits is based on your employment status, and full details will be shared with you during your first 30 days. Here’s a look at what we offer to help take care of you and your loved ones:

Health & Wellness

• Medical

• Dental

• Vision

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

Financial Security & Peace of Mind

• Basic Life Insurance & AD&D

• Voluntary Life Insurance

• Voluntary Short-Term Disability

• Voluntary Long-Term Disability

• Critical Illness, Hospital Indemnity & Accident Plans

• Pet Insurance

• Eligible for 401(k) participation after 90 days of full-time employment.

Time to Recharge

• Paid Time Off (PTO), available as it’s accrued
  

Ivy Hospitality is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Ivy Hospitality participates in E-Verify

In accordance with company policy, Ivy Hospitality does not hire minors; all applicants must be 18 years or older.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.