Operations Supervisor

Description

JOB SUMMARY:

The Operations Supervisor supports the day-to-day operations of Guest & Event Management Services

(GEMS), helping to ensure a welcoming, professional, and seamless experience for guests, visitors, meeting

attendees, and event clients across the Cathedral and Virginia Mae Center (VMC). Serving as a frontline

operational leader, the Operations Supervisor supports Front of House operations, VMC operations, and

Cathedral meetings, programs, and events, including managing the floor and coordinating staff and operational

needs during assigned shifts.

The position provides hands-on leadership for guest services, event execution, room and venue readiness,

reservations and billing, property management systems, housekeeping, and facilities coordination. The

Operations Supervisor responds to guest and client needs, troubleshoots operational and technology issues,

coordinates with departments across the Cathedral, and provides day-to-day direction, coaching, and support

to staff. The position helps ensure that established procedures and Cathedral standards for hospitality, safety,

cleanliness, and service are consistently maintained.

Requirements

DUTIES AND RESPONSIBILITIES:

Reservations/Billing/Front Office Management

• Act as the first point of contact for all visitors, guests, and clients. Answer basic guest/client/visitor questions and assist with wayfinding, meeting and guestroom registration, preparation/setup.
• Resolves guests and client requests and complaints in a quick and professional manner.
• Provide phone coverage for the VMC welcome desk and maintain the VMC welcome desk voicemail and email inbox. 
• Participates in department meetings and training. Ensure all Cathedral standards are maintained and upheld.
• Provide accurate, engaging, and informative information on the VMC and Cathedral. Must be well versed and knowledgeable of current and upcoming Cathedral and VMC events and history.
• Follow all safety protocols and procedures. Always paying keen attention to visitors and guests and monitoring safety needs, risks, and areas of improvement.
• Work closely with the Earned Revenue Department to create group reservations, rooming lists, invoices, event proposals and respond to leads/inquiries. Send guest and client event and reservation confirmation, pre-arrival instructions/welcome, invoices, receipts, and post event survey. Participate in and lead site tours and crafting event proposals.
• Actively manage the property management system by registering overnight guests, taking credit card payments, providing receipts, and conducting daily reporting for occupancy, revenue, housekeeping tasks and occupancy forecasts.

Meeting & Event Management

• Welcome and direct visitors, clients, overnight guests, and meeting attendees.
• Assist with meeting room setup and tear down. Assist with F&B setups, inventory, restocking and tear down.
• Ensure meeting rooms are properly stocked, assisting with conducting inventory and equipment checks for space readiness. Maintain the cleanliness and organization of the AV supply office.
• Participate in on-going technology training and refreshers. Serves as main point of contact for on-site troubleshooting for meetings and events.
• Assist with drafting event set up memos and finalizing/confirming event needs with guests and clients. Assist with creating and updating guest and client technology cheat sheets and in-room guides.
• Learn, manage and update the various event planning and property management system software and tools (WebRezPro, Monday.com, Social Tables, YesPlan, VMC SharePoint and Interest Form).
• Attend calendar and forecast meetings and other event preparation meetings as required.
• Assist vendors and clients with event load in and load out.

Housekeeping & Facilities Management

• Perform tasks as needed supporting daily operations for meetings, events, and overnight lodging guests primarily of the VMC, while support GEMS FOH events as needed. Additional tasks and responsibilities may be assigned at the discretion of the VMC Director of Operations/VP of GEMS.
• Conducts daily property and guest room inspections to maintain level of cleanliness, productivity, and adherence to established standards, methods, and procedures.
• Ensures property is properly maintained, reporting all maintenance problems promptly.
• Coaches and counsels employees to improve productivity and solve problems.
• Ensures all lost articles are turned in, logged, and follow up with guests and clients.
• Assist vendors with picking up and dropping off deliveries.
• Conduct daily house opening and closing checks/walkthroughs. Open housekeeping department by assigning rooms to housekeepers and set up/project work to houseman.
• Assist with conducting inventories of all supplies and equipment.

Front of House & Event Operations

• Provide Front of House operational coverage for Cathedral services, programs, performances, meetings, and special events as assigned.
• Serve as the on-site operational lead during assigned events and shifts, managing the floor and responding to guest, staff, client, and operational needs in real time.
• Coordinate with GEMS staff, Security, Facilities, Sextons, Worship, Music, Programs, and other Cathedral departments to support safe, efficient, and welcoming event operations.
• Provide direction and support to Front of House staff during assigned shifts, including Guest Services Associates, Guides, volunteers, and other event personnel as appropriate.
• Monitor guest flow, venue readiness, accessibility needs, wayfinding, and other Front of House considerations before, during, and following events.
• Assist with event opening and closing procedures, including pre-event walkthroughs, space readiness, staff positioning, and post-event checks.
• Respond to guest concerns, operational issues, and unexpected circumstances, escalating significant issues to GEMS leadership when appropriate.
• Ensure Front of House operations consistently reflect Cathedral standards for hospitality, professionalism, safety, and guest experience.

Perform other duties as assigned. 

MINIMUM QUALIFICATIONS:

• At least one year of customer service experience. 
• High School diploma or GED. 
• Two years’ customer service experience, preferable in a high volume and visitor friendly atmosphere.
• Hotel, conference/retreat center and restaurant industry experience highly preferred.
• Open availability. This role will have shifts available on nights, weekends, and holidays.

KNOWLEDGE, SKILLS, ABILITIES:

• Excellent interpersonal and communications skills with a helpful, friendly attitude; team-oriented disposition with strong customer service skills.
• Ability to react to change quickly and positively. Ability to work autonomously.
• Sensitivity to the needs of a diverse public, including the ability to interact with those in need of pastoral care.
• Moderate computer skills required; Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to multitask, delegate and prioritize during periods of high volume.
• Ability to operate radio/walkie-talkie communications.

PREFERRED QUALIFICATIONS:

• Experience in events or the hospitality industry is a plus. 
• Proficiency in other languages a plus.
•  Experience in an administrative or shift lead/supervisor role is strongly preferred.

WORKING CONDITIONS:

• While performing the duties of this job, the Operations Supervisor is frequently required to stand, walk, and use hands to type and handle objects. The employee is occasionally required to reach, climb, balance, and stoop.
• Must be able to work on feet for extended periods of time, to frequently ascend and descend stairs, and walk throughout the entry spaces. 
• Must be able to work a flexible schedule, including weekends and evenings. Open availability is required, including nights, weekends, and holidays.   
• Must be able to work outside in all weather conditions.
• Must be able to lift and/or move up to 10 pounds.
• Must be comfortable working in a multi-function venue, as the Cathedral is an active house of worship & cultural heritage site. 

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.