Operations Manager

Our Operations Manager is responsible for supporting the Area General Manager in overseeing all aspects of the hotel's operations, including staff management, guest experience, daily operations, and ensuring smooth functioning across departments like front desk, housekeeping, and maintenance, while actively contributing to revenue generation and maintaining a positive public image for the hotel.

This role also participates in an on-call leadership rotation to ensure consistent managerial coverage and support for operational issues outside of regular business hours.

The essential functions include, but are not limited to the following:

• Not just an operations manager – This role supports the full guest experience across all hotel departments, including Front Office, Housekeeping, and Maintenance when needed.
• Not just a department supervisor – You are expected to own performance, drive accountability, and support overall hotel success, not just manage day-to-day tasks.
• Not purely administrative – You must be present, visible, and actively leading on the property floor with teams and guests.
• Not a siloed position – Success requires strong collaboration across hotel operations and the Area General Manager.
• Not static – This is an evolving role in a growing, multi-property company; adaptability and flexibility are essential.
• Not reactive-only – We expect proactive problem-solving, ownership mindset, and continuous improvement in both operations and guest experience.

• Oversee daily operations across Front Desk, Housekeeping, and Maintenance to ensure smooth service delivery.
• Ensure exceptional, consistent guest service aligned with brand standards across all touch points.
• Act as primary point of contact for escalated guest concerns and service recovery.
• Maintain a strong on-property presence, especially during peak operational periods.
• Support overall guest experience across the hotel, ensuring seamless service between departments.

• Provide support to Front Desk and other hotel departments during peak times, call-offs, or coverage gaps.
• Serve as an on-call leader for guest needs, operational issues, and after-hours support as part of a rotating schedule.
• Act as a resource for guest inquiries, local recommendations, and issue resolution across departments.

• Hire, train, coach, and develop team members across multiple hotel departments.
• Create and manage schedules aligned with business demand and labor targets.
• Foster a positive, accountable, and high-performance culture across all departments.
• Conduct regular check-ins, feedback sessions, and performance management conversations.
• Support cross-department training initiatives to improve overall team flexibility.

• Monitor daily operational performance, labor efficiency, and departmental productivity.
• Support management of budgets, forecasting, and cost control initiatives.
• Ensure operational decisions align with revenue goals and profitability targets.
• Identify opportunities to improve efficiency and reduce waste across departments.

• Implement and maintain SOPs for daily operations across hotel departments.
• Ensure compliance with health, safety, and regulatory requirements.
• Utilize property management systems, scheduling tools, and reporting platforms effectively.
• Continuously improve operational processes for efficiency, scalability, and consistency.

• Consistent delivery of a high-quality guest experience across all hotel departments.
• Strong guest satisfaction scores and positive feedback reflecting service consistency and responsiveness.
• Effective execution of on-call responsibilities with timely, professional resolution of issues.
• Labor and operational costs maintained within target ranges while meeting service standards.
• Fully staffed, well-trained, and high-performing teams across all departments.
• Smooth coordination between Front Desk, Housekeeping, and Maintenance.
• Clear, well-adopted SOPs that are consistently followed across departments.
• Strong cross-functional collaboration resulting in a unified guest experience across the property.

• Prior experience in hospitality or retail, with a background in a supervisory role, is preferred.
• Strong leadership and team building skills to motivate and develop staff.
• Excellent communication and interpersonal skills to effectively interact with guests and staff.
• Problem-solving abilities to address guest issues and operational challenges.
• Proficiency in hotel management systems and software.
• Knowledge of local regulations and hospitality standards.
• Ability to work in varying temperatures.
• Candidates must be open to a flexible schedule, including weekends, nights, and holidays, and participate in an on-call rotation.