Job Description:
Assist the General Manager in managing the day-to-day operations of the hotel to ensure guest satisfaction, staff performance, and profitability. At a property this size, the Operations Manager typically has direct, hands-on oversight of multiple departments rather than working through department heads, and serves as the property's senior manager on duty in the GM's absence.
Core Responsibilities:
- Oversee daily operations across Front Desk, Housekeeping, and Maintenance — often personally covering shifts or gaps in smaller-staffed departments
- Serve as Manager on Duty (MOD), including some nights, weekends, and holidays, given limited management bench strength
- Monitor and respond to guest reviews and satisfaction scores (IHG Voice), including resolving escalated complaints directly
- Manage staff scheduling, hiring, training, and discipline for front-line employees
- Track and control labor costs, supply costs, and other operating expenses against budget
- Ensure brand standard compliance for IHG audits/inspections — particularly important at older or lower-condition properties that may be under a Property Improvement Plan (PIP) or facing brand compliance scrutiny
- Coordinate with maintenance/engineering (often a single engineer or outside vendor at this size) on repair prioritization, especially for deferred maintenance issues common in older buildings
- Assist with basic revenue management input (room rates, OTA management) in coordination with the GM or ownership
- Ensure safety, security, and sanitation standards are met
- Step in for the General Manager during absences, handling escalations with ownership, vendors, and guests
Job Requirements
Experience:
- 2–4 years of hotel operations experience, ideally with at least 1 year in a supervisory/management role
- Experience with limited-service or select-service properties preferred (this role is more "hands-on" than at larger full-service hotels)
- Multi-department experience (front office + housekeeping at minimum) is more valuable here than deep specialization in one area
- Experience with an IHG-franchised property or IHG systems (Opera/OnQ-equivalent PMS, IHG Merlin, brand standards) is a plus but not always required
Skills:
- Strong problem-solving and multitasking ability — this role requires wearing several hats simultaneously
- Basic financial literacy: budgeting, labor cost management, P&L awareness
- Comfort with hands-on, physical tasks (assisting housekeeping, checking rooms, minor maintenance triage) since staffing may be thin
- Conflict resolution and de-escalation skills, especially for guest complaints related to property condition
- Comfortable working in an older or imperfect physical environment, and communicating proactively with ownership/GM about capital needs
Physical Requirements:
- Frequent standing, walking throughout a 4-floor property (elevator reliability may be a factor at older buildings)
- Ability to lift up to 25 lbs
- Ability to work varied shifts including nights, weekends, and holidays
Education:
- High school diploma required; Associate's or Bachelor's degree in Hospitality, Business.
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
