Operations Manager (Hotel)
Full‑Time | Leadership Role
We are seeking an experienced and service‑driven Operations Manager to lead the daily operations of our Rooms Division, including Front Office, Housekeeping, Laundry, Guest Services and Breakfast Experience. This role is ideal for a hospitality professional who thrives in a fast‑paced environment, excels at team leadership, and is passionate about delivering exceptional guest experiences.
Position Overview
The Operations Manager oversees all operational aspects of the Rooms Division and Breakfast Experience to ensure exceptional guest satisfaction, operational efficiency, and adherence to Marriott/Springhill Suites brand standards. This leader drives service excellence, and ensures the hotel maintains a clean, welcoming, and well‑run environment.
Key Responsibilities
Operational Leadership
- Direct daily operations of Front Office, Housekeeping, Laundry, Guest Services and Breakfast Attendants.
- Must be able to perform all front desk tasks.
- Ensure room readiness, cleanliness standards, and Marriott/Springhill Suites brand protocols are consistently met.
- Oversee room inventory, rate controls, and arrival/departure flow.
- Maintain a visible presence throughout the hotel to support staff and engage with guests.
Guest Experience & Service Quality
- Lead service recovery efforts and ensure timely resolution of guest concerns.
- Monitor guest satisfaction scores and implement action plans to improve performance.
- Ensure all associates deliver warm, professional, brand‑appropriate service.
Team Management & Development
- Conduct performance evaluations and support ongoing development.
- Foster a positive, collaborative, and accountable work culture.
Financial & Administrative Oversight
- Monitor productivity, inventory usage, and operational expenses.
- Ensure accurate reporting, scheduling, and compliance with company policies.
Safety, Compliance & Quality Assurance
- Maintain compliance with brand, company, and regulatory standards.
- Oversee safety procedures, cleanliness protocols, and property‑wide readiness.
- Conduct regular inspections of guest rooms, public areas, and back‑of‑house spaces.
Required Qualifications
- Marriott Property Management System experience .
- 2–4 years of hotel operations leadership experience (Front Office or Housekeeping preferred).
- Strong understanding of Marriott brand standards.
- Proven ability to lead teams, manage performance, and drive results.
- Excellent communication, problem‑solving, and guest‑service skills.
- Ability to work a flexible schedule including evenings, weekends, and holidays.
- Experience with labor management tools and brand reporting systems preferred.
Core Competencies
- Leadership & Team Development
- Guest Service Excellence
- Operational Efficiency
- Financial Acumen
- Communication & Collaboration
- Attention to Detail
- Adaptability & Decision‑Making
Pay: From $50,000.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: In person
