Reports To: General Manager
Position Summary
The Operations Manager is responsible for overseeing the daily operation of the hotel to ensure exceptional guest satisfaction, operational excellence, and financial performance. This position provides leadership to multiple departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and Guest Services. The Operations Manager serves as the Manager on Duty (MOD) and assumes full responsibility for hotel operations in the absence of the General Manager.
This leader develops and motivates team members, maintains brand standards, drives revenue, controls expenses, and creates a culture focused on hospitality, accountability, and continuous improvement.
Essential Responsibilities Leadership & Team Development
- Lead, coach, and develop department managers and supervisors.
- Foster a positive, service-oriented work environment.
- Conduct daily leadership meetings and hotel huddles.
- Ensure departments communicate effectively and operate as one team.
- Recruit, interview, onboard, and train new team members.
- Conduct performance evaluations and provide coaching and corrective action when necessary.
- Promote employee engagement and recognition programs.
- Ensure compliance with all company policies and procedures.
Hotel Operations
- Direct daily hotel operations to maximize guest satisfaction and operational efficiency.
- Monitor arrivals, departures, occupancy, and VIP guests.
- Conduct daily property inspections.
- Ensure cleanliness and presentation throughout the hotel.
- Monitor departmental productivity.
- Resolve guest concerns quickly and professionally.
- Ensure all brand standards are consistently met.
Front Office
- Oversee front desk operations.
- Monitor guest service scores.
- Review arrivals, departures, room inventory, and overbooking situations.
- Ensure proper cash handling procedures.
- Monitor labor productivity.
- Coach team members on guest recovery and service excellence.
Housekeeping
- Ensure guestrooms and public areas meet cleanliness standards.
- Monitor room inspection processes.
- Review room readiness with Front Office.
- Assist with staffing and scheduling.
- Monitor linen inventories and supply usage.
- Ensure compliance with safety and sanitation standards.
Food & Beverage OperationsBreakfast
- Ensure breakfast is prepared and presented according to brand standards.
- Monitor food quality and guest satisfaction.
- Ensure food safety procedures are followed.
- Maintain proper inventory levels.
Dinner Service
- Supervise evening food service operations.
- Monitor food quality, presentation, and service.
- Ensure kitchen cleanliness and organization.
Bar Operations
- Oversee bar service and beverage controls.
- Monitor liquor inventory.
- Ensure responsible alcohol service.
- Maintain compliance with all local and state regulations.
Financial Management
- Assist in developing annual operating budgets.
- Monitor labor costs.
- Control departmental expenses.
- Review daily revenue reports.
- Identify opportunities to increase revenue.
- Monitor purchasing and inventory.
- Assist with month-end reporting.
Revenue Management
- Partner with Revenue Management to maximize hotel revenue.
- Monitor occupancy trends.
- Review rate strategies.
- Support upselling initiatives.
- Monitor guest satisfaction trends.
Safety & Compliance
- Ensure OSHA compliance.
- Maintain food safety standards.
- Ensure compliance with health department regulations.
- Conduct safety inspections.
- Participate in emergency response procedures.
- Ensure proper security procedures are followed.
Maintenance
- Work closely with the Maintenance team.
- Conduct property walks.
- Monitor preventative maintenance programs.
- Ensure guest room maintenance requests are completed promptly.
- Identify capital improvement needs.
Guest Satisfaction
- Lead guest recovery efforts.
- Monitor guest surveys and online reviews.
- Respond to guest concerns professionally.
- Drive improvements in guest satisfaction scores.
Administrative Responsibilities
- Assist with payroll review.
- Review schedules for efficiency and labor compliance.
- Conduct inventory counts.
- Maintain required documentation.
- Complete daily, weekly, and monthly reports.
- Participate in revenue meetings.
- Attend leadership meetings.
QualificationsEducation
- High School Diploma or GED required.
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
Experience
- Minimum 3–5 years of hotel management experience.
- Previous supervisory experience required.
- Experience overseeing multiple hotel departments preferred.
- Marriott, Hilton, Hyatt, IHG, or similar brand experience preferred.
Knowledge & Skills
- Strong leadership and coaching abilities.
- Excellent communication skills.
- Strong organizational and time-management skills.
- Financial acumen and budgeting knowledge.
- Ability to analyze reports and operational data.
- Conflict resolution skills.
- Excellent guest service skills.
- Computer proficiency including:
- Microsoft Office
- PMS systems (OnQ, FOSSE, StayNTouch, Opera, etc.)
- Payroll systems
- Inventory systems
- POS systems
Physical Requirements
- Ability to stand and walk for extended periods.
- Lift up to 40 pounds.
- Bend, stoop, kneel, and climb stairs.
- Work indoors and outdoors as needed.
- Respond to emergencies at any time.
Schedule Requirements
- Flexible schedule including mornings, evenings, weekends, and holidays.
- Available to work varying shifts based on business demands.
- Must participate in Manager on Duty (MOD) rotation.
- Available for emergency situations outside normal business hours.
Performance Expectations
Success in this role will be measured by:
- Guest Satisfaction Scores
- Brand Audit Scores
- Financial Performance
- Labor Cost Management
- Food & Beverage Profitability
- Employee Engagement
- Team Retention
- Safety Compliance
- Cleanliness Standards
- Revenue Growth
- Completion of Training Programs
- Achievement of Company and Brand Goals
Core Competencies
- Leadership
- Integrity
- Accountability
- Hospitality
- Teamwork
- Communication
- Problem Solving
- Adaptability
- Financial Stewardship
- Guest Focus
- Decision Making
- Continuous Improvement
This position requires a hands-on leader who leads by example, develops high-performing teams, and delivers exceptional guest experiences while achieving operational and financial excellence.
Pay: From $45,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Work Location: In person
