Operations Manager – SEVEN & The Villas

Benchmark Hospitality
October 2, 2021
San Antonio, TX
Job Type


Come be a part of something bigger!

More than 10,000 dedicated employees around the world bring their unique talents, expertise and experiences to work every day with Benchmark. Our strength lies in our diversity, positive service attitude and determination to succeed.  Come be a part of our “Be the Difference” philosophy, where every employee, at every level, in every job strives to capture moments when they can provide memorable, personalized service to our guests, coworkers, and communities.

We are a strong believer in offering our employees Work-Life Effectiveness through, practices, policies, and programs to help our employees achieve success at both work and home.  Here are just some of the great benefits we offer:

  • Full Time employees have access to Medical and Dental insurance to fit your needs
  • Benchmark University (You can grow both personally and professionally through on-line webinars and self-study courses) 
  • 401K match (Let us help you build your financial future)
  • Companywide Hotel Room Discounts (Who doesn’t love to get away)
  • Paid Time Off (Holidays/Vacation)
  • Employee Assistance Program (We are here to support you)
  • Employee family events (bring the kids!)
  • Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few
  • Many more, please inquire for more details

Who are we?

The Villa's / Seven Operations Manager will oversee all areas of operation relating to the guest experience for Front Desk, and guest services.. To oversee all systems and controls aspects of the Front Office. To oversee the development of all department employees.

The Villa's / Seven Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the La Cantera Resort and Spa Culture as the Employer of Choice!

What you will have an opportunity to do:

Essential Job Functions:

  • Maintain standards of guest services and consistent guest experience as documented
  • To ensure the accuracy of the Front Desk and communicates with direct and open lines of communications to other departments within the hotel
  • Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue
  • To ensure all Front Office systems and controls procedures comply with corporate policy and procedures
  • To ensure all Front Desk payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates
  • To maintain open and clear communication with all internal departments
  • Work cohesively with the Guest Services and Housekeeping departments to provide a successful arrival and departure process
  • In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses
  • Supervises all front desk and PBX associates
  • Conducts interviewing and hiring for the Front Office and PBX
  • Attends morning line-ups prepared with relevant information for the day
  • Ensures that all room discrepancies are cleared
  • Oversees blocking of special room requests for next day’s arrivals
  • Coordinates and oversees the daily bucket check
  • Maintains a neat and orderly control desk and area
  • Consistently presents a polished and professional role model image to guests, coworkers, and
  • other departments
  • Complete job duties as listed on their shift checklist in a timely manner and alerts manager or
  • supervisor if assistance is needed
  • Coordinates out of order rooms with housekeeping
  • Maintain complete knowledge of and comply with all departmental policies/service
  • procedures/standards
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and
  • whatever time of day
  • Maintain positive guest relations at all times
  • Resolve guest complaints, ensuring guest satisfaction
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Maintain complete knowledge at all times of:
  • o All hotel features/services, hours of operation
  • o All room types, numbers, layout, decor, appointments and location
  • o All room rates, special packages and promotions
  • o Daily house count and expected arrivals/departures
  • o Room availability status for any given day
  • o Scheduled daily group activities
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all
  • times
  • Meet with Supervisor to review daily assignments and priorities
  • Access all functions of computer system
  • Set up work station with necessary supplies
  • Promote positive guest relations to all individuals approaching the Front Desk
  • Process all guest check-ins
  • Confirm reservation in system and review all noted information
  • For guests without a reservation, sell a room type agreed upon
  • Register guest in the computer and generate a registration card
  • Verify registration card information with the guest
  • Obtain back-up information for guest credit/payment method and input into system; collect
  • cash when designated
  • Advice guest of any messages, mail, faxes, etc. received for them
  • Communicate services and amenities of the hotel to guests
  • Obtain proper identification for tax exempt guests and attach form to registration card
  • Direct Bell Person to escort guest and transport their luggage to the room
  • Maintain guest history files on all guests
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., share
  • with, separate room/tax/incidentals, comp)
  • File registration cards and vouchers in bucket by room number
  • Accommodate room changes
  • Document all guest requests, complaints or problems
  • Take record and relay messages accurately, completely and legibly
  • Offer detailed information on the voice mail system to callers and guests wishing to leave
  • message
  • Accept and record wake-up call requests
  • Document and confirm reservations and cancellations.
  • Block rooms in computer and follow through on designated requirements
  • Pre-register designated guests and prepare key packets
  • Communicate pertinent guest information to designated departments/personnel (i.e., special
  • requests, amenity delivery)
  • Generate, print and distribute daily and weekly reports
  • Resolve discrepancies on the room status report with Housekeeping
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager
  • Process all check-outs
  • Resolve any late charges
  • Present folio to guest and resolve any disputed charges
  • Settle guest accounts
  • Retrieve guest room key from guest
  • Solicit guest comments on their stay
  • Process express check-outs
  • Handle requests for late check-outs.
  • Conduct group check-ins/outs
  • Assist all departments/executives in obtaining appropriate information regarding groups,
  • inventory and guest information
  • Adhere to all cashiering procedures:

o Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges

o Make change for guests

o Cash guests' personal checks/travelers checks

  • Post charges
  • Run closing reports
  • Count and secure bank
  • Complete designated cashier reports
  • Balance receipts and drop receipts
  • Document pertinent information in the log book
  • Assist with Reservations calls. Handle all internal and guest called
  • Provide Concierge service
  • Assist in other Front Desk areas as assigned
  • Provide guest room tours
  • Legibly document maintenance needs on work orders and submit to Manager

What are we looking for?

Benchmark Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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