Job Description

Job Description

The Spencer Hotel and Spa, a 25-room, year-round, literary-themed hotel—the only one of its kind in the country and a premier destination in the heart of Chautauqua, NY, a resort devoted to the arts—is seeking a dynamic and experienced Inn Operations Manager to oversee daily operations. The ideal candidate must be proficient in operating digital marketing and all other marketing skills to fill the hotel year-round. This also includes developing our group and retreat business. The candidate will have a strong background in hospitality management, exceptional guest service skills, excellent organizational abilities, and a passion for delivering an outstanding guest experience.

Key Responsibilities:

Marketing:

• Contacting literary groups, retirement homes, college staff retreats, health and wellness, and all other group getaways for this ideal location.
• Social media digital marketing, monthly newsletters announcing new specials
• Including email blasts to all former guests through MailChimp.

Guest Services:

• Manage the guest experience from pre-arrival to post-departure, ensuring exceptional service at every stage.
• Handle guest inquiries, reservations, and communications through email, phone, and in-person interactions.
• Address and resolve guest complaints and issues promptly and effectively.

Staff Management:

• Implement and oversee disciplinary measures as needed to maintain a productive and positive work environment.
• Foster a culture of teamwork, continuous improvement, and professional growth among staff members.

Housekeeping Management:

• Supervise the housekeeping department to ensure guest rooms and public areas are impeccably clean and well-maintained.
• Implement quality control procedures to maintain the highest standards of cleanliness and guest satisfaction.

Food and Beverage Management:

• Oversee the Inn’s food and beverage operations, ensuring a high-quality dining experience for guests.
• Coordinate with kitchen and dining staff to plan menus, manage budgets, and ensure compliance with health and safety regulations.
• Address guest feedback and continuously improve food and beverage offerings.

Local Expertise:

• Serve as a local expert and ambassador for Chautauqua, NY, providing guests with information about the nine-week themed summer season and year-round group business.
• Establish and maintain relationships with local businesses and community organizations to enhance the guest experience.

Qualifications:

• Minimum of 3 years of hospitality experience, preferably in an operations management role within a hotel or resort.
• Strong leadership and team management skills, with experience in hiring, training, and disciplinary actions.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with guests, staff, and vendors.
• Proven experience in marketing and increasing revenue 30% and above 2019's revenue. Managing housekeeping operations and food and beverage services. In the summer season, dinner will be offered two nights per week and breakfast every day.
• In-depth knowledge of Chautauqua, NY, including its local summer program and year-round group business.
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• Strong problem-solving skills and the ability to handle challenging situations with grace and professionalism.

Benefits:

• Competitive salary commensurate with experience.
• Paid time off not during the summer season.
• Professional development opportunities.

The Spencer Hotel and Spa is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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