Operations Manager

About Us

Hyatt Place Albany opened in September 2023.

Located in downtown Albany along the Hudson River, it is conveniently serviced by several CDTA bus routes and among dining and entertainment options.

You can help build a passionate team that has fun, works hard, and loves one another.

When you join the HEI family, you are joining one of the largest hotel management companies in the US, you receive the benefit of the HEI Loves culture where we value you, our team members.

HEI Loves is dedicated to celebrating our associates by offering the most competitive compensation, benefits, and PTO programs.

Our associates are also eligible to take advantage of everything from health and wellness packages and robust retirement plans to travel perks, product and service discounts, and much more.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Essential Duties and Responsibilities


* Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.


* Implement company and franchise programs.


* Prepare forecasts and reports and assist in the development of the room's budget.


* Monitor and maintain the front office systems and equipment to ensure their optimum performance.


* Track guest satisfaction surveys and maximize usage of the guest response tracking system.


* Develop and implement controls for expense management.

Utilize labor management tools to schedule and control labor costs.


* Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.

Ensure timely completion of performance appraisals.


* Communicate both verbally and in writing to provide clear direction to staff.


* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.


* Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.

Ensure all Front Office Quality Standards are complied with and are consistently applied.


* Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisf...