Hospitality Operations Manager

 Position Overview: A Hospitality Operations Manager is responsible for overseeing and coordinating all daily aspects ofhospitality services at the Heaven’s Door Visitor Center. They ensure that guests or customers have a positive and enjoyable experience while maintaining high standards of service, cleanliness, and efficiency. The role of a Hospitality Manager is pivotal in creating a welcoming and pleasant atmosphere, ultimately contributing to customer satisfaction and loyalty. This role also requires the alibility to champion the Heaven’s Door brand with knowledge and industry expertise. A Hospitality manager plays a critical role in ensuring the success of a business's hospitality department. They must possess strong leadership skills, a passion for customer service, and the ability to create a positive and memorable experience for all guests or customers.

Key Responsibilities: 

Guest Relations: 

• Welcome and greet guests or customers upon arrival.
• Address any inquiries, complaints, or concerns promptly and professionally.
• Ensure that guests' needs are met and that they have a memorable experience.

Staff Management: 

• Supervise hospitality staff, including overall maintenance and cleanliness of the visitor center.
• Conduct performance evaluations and provide constructive feedback to maintain a high-performing team.
• Foster a positive and inclusive work environment.

Operational Excellence: 

• Oversee the daily operations of the hospitality department to ensure smooth functioning and adherence to policies and procedures.
• Monitor and maintain cleanliness, safety, and maintenance standards of the facility.
• Experience in actively managing/building a staff schedule that adheres to budget expectations.
• Fully comply with all city, county, state, and federal regulations that pertain to health, safety, and labor requirements for guests and teammates.

Customer Service: 

• Set and maintain high service standards to exceed customer expectations. 
•  Handle escalated customer issues or complaints with empathy and problem-solving skills.

Event Management & Promotions: 

• Support the Event & Sales manager to make sure all events are executed with extreme detail and satisfaction.
• Collaborate with other departments, suppliers, and vendors to provide exceptional event experiences.

Compliance and Safety: 

• Ensure compliance with local regulations, health, and safety standards within the hospitalitydepartment.

Qualification and Skills: 

• Leadership skills−Strong communication skills−Collaborative skills−Experience in managing daily operations.
• Flexibility and willingness to adapt to ongoing business trends and client requests.
• Advanced knowledge of cocktails, spirits, wine, beer and the ability to develop andcontinually train and develop the staff.

Education and Experience Requirements: 

• Bachelor’s degree in hospitality management, Business Administration, or a related field(preferred).
• Proven experience in the hospitality industry, with at least 2+ years in a supervisory ormanagerial role.
• Excellent communication, leadership, and interpersonal skills.
• Strong organizational and time management abilities.
• Customer-oriented with a focus on delivering exceptional service.
• Proficiency in computer systems, reservation software, and other hospitality-related applications.