POSITION SUMMARY
The Dual-Property Hotel Operations Lead is a hands-on working leader who helps coordinate and support daily operations across both hotel properties.
The Operations Lead works alongside employees and provides operational support wherever it is most needed. Responsibilities may cross traditional departmental boundaries and include front desk, housekeeping, laundry, breakfast, guest/customer service, inventory, facility management, minor maintenance, inspections, staff coordination, and other hotel operational duties.
This position is designed for someone who can identify what needs to be done, help organize the team, communicate effectively with employees and guests, and personally assist with the work when necessary.
Bilingual communication ability is required. English/Spanish bilingual ability is strongly preferred because the position involves regular communication, training, coordination, and problem-solving with a diverse workforce and guest population.
The Operations Lead must be willing to work days, evenings, nights/overnights, weekends, and holidays based on business needs and may work at both properties during the same workday.
PRIMARY JOB DUTIES1. Daily Operations
- Review daily occupancy, arrivals, departures, stayovers, room status, staffing, and operational priorities.
- Determine where assistance is most needed.
- Coordinate daily work between front desk, housekeeping, laundry, breakfast, and facility operations.
- Follow up to ensure assigned work is completed.
- Identify unfinished work and operational problems from previous shifts.
- Help maintain effective communication and handoffs between shifts.
- Travel between properties as needed to support operations.
- Communicate significant unresolved issues to management.
2. Front Desk & Guest Service
- Perform front desk duties when scheduled or needed.
- Assist with check-ins, check-outs, reservations, guest requests, phones, and routine payment processes.
- Cover front desk shifts, including evening and overnight shifts, when operationally necessary.
- Review shift notes and communicate important information between employees.
- Assist employees with difficult guest situations.
- Address routine guest complaints and service-recovery opportunities within established authority.
- Escalate significant financial, safety, legal, or guest issues to management.
- Help ensure the front desk, lobby, and guest-facing areas remain clean and organized.
3. Housekeeping & Room Readiness
- Review room-cleaning priorities with housekeeping.
- Coordinate checkout rooms, stayovers, early arrivals, and priority rooms.
- Monitor room status and communicate readiness to the front desk.
- Inspect rooms as necessary to ensure they are guest-ready.
- Assist with housekeeping and room cleaning when staffing or workload requires it.
- Help resolve housekeeping/front desk room-status discrepancies.
- Ensure housekeeping carts and supplies are appropriately stocked.
- Identify recurring cleanliness or room-readiness concerns and help correct them.
4. Laundry
- Monitor linen and towel availability.
- Help coordinate laundry workflow.
- Wash, dry, fold, organize, and stock linens when needed.
- Maintain organized laundry and linen areas.
- Identify shortages before they interfere with hotel operations.
5. Breakfast & Common Areas
- Help ensure breakfast and coffee areas are prepared, stocked, clean, and maintained.
- Assist with breakfast setup, restocking, and cleanup when needed.
- Monitor cleanliness of the lobby, entrances, hallways, elevators, public restrooms, laundry areas, and other common spaces.
- Address obvious cleanliness issues rather than waiting for another department when reasonably able to do so.
6. Facility & Maintenance Support
- Conduct routine property walkthroughs.
- Identify maintenance, cleanliness, appearance, security, and safety concerns.
- Check guest rooms and common areas for reported problems.
- Perform appropriate minor maintenance or facility tasks when trained and able to do so safely.
- Coordinate or report problems requiring specialized repair.
- Follow up on open maintenance items to ensure they are addressed.
- Help maintain orderly storage, employee, and operational areas.
7. Inventory & Supplies
- Monitor housekeeping, linen, breakfast, front desk, guest, and basic maintenance supplies.
- Restock operational areas.
- Identify low inventory before supplies run out.
- Maintain organized storage areas.
- Help prepare supply requests or orders.
- Assist with authorized movement of supplies between properties.
- Monitor unnecessary waste or unusual supply usage.
8. Employee Coordination, Communication & Cross-Training
- Help employees understand their daily assignments and priorities.
- Communicate instructions effectively with employees from different backgrounds.
- Use bilingual communication skills to help bridge communication between management and employees when appropriate.
- Redirect available employees when workload changes.
- Reinforce the expectation that employees have a primary assignment but shared responsibility for hotel operations.
- Encourage appropriate crossover between front desk, housekeeping, laundry, breakfast, guest service, and facility support.
- Help train and cross-train employees in appropriate operational functions.
- Provide routine coaching and feedback.
- Identify attendance, performance, conduct, or training concerns and communicate them to management.
- Help maintain respectful, clear, and consistent communication across both properties.
Formal hiring, termination, compensation, and significant disciplinary decisions remain with management/ownership unless specifically delegated.
9. Staffing & Coverage
The Operations Lead is expected to help stabilize operations when staffing changes unexpectedly.
This may include:
- Covering front desk.
- Working evening or overnight front desk shifts.
- Helping clean guest rooms.
- Assisting housekeeping.
- Performing laundry.
- Assisting breakfast operations.
- Cleaning public areas.
- Responding to guest needs.
- Coordinating available staff.
- Traveling to the other property when it has the greater operational need.
The Operations Lead should first determine whether available staff can be redistributed or cross-utilized before escalating routine coverage needs to management.
10. Dual-Property Responsibilities
The Operations Lead supports both hotels rather than being assigned exclusively to one property.
The employee must:
- Be willing and able to work at either location.
- Have reliable transportation and meet applicable driving requirements.
- Travel between Merced and Livingston during the same workday when required.
- Respond to operational priorities at either hotel.
- Help maintain consistent expectations and procedures across both properties.
- Communicate important issues between locations.
- Assist with transporting authorized hotel documents or supplies when reasonably necessary.
Business travel, mileage, travel time, overtime, meal/rest periods, and related matters will be handled according to company policy and applicable law.
11. Flexible Work Responsibilities
This is not a desk-only management position.
All hotel employees have primary responsibilities but may be required to assist in other areas based on occupancy, staffing, guest needs, workload, and business conditions.
The Operations Lead is expected to model this flexibility and may personally perform duties involving:
- Front desk
- Housekeeping
- Laundry
- Breakfast
- Guest/customer service
- Public-area cleaning
- Inventory and stocking
- Room inspections
- Facility management
- Minor maintenance within training and ability
- Staff coordination
- Other reasonable hotel operational responsibilities assigned by management
12. Flexible Schedule
Because hotels operate 24 hours a day, 7 days a week, the Operations Lead must have schedule flexibility.
Work may include:
- Day shifts
- Evening shifts
- Night and overnight shifts
- Early mornings
- Weekends
- Holidays
- Different schedules from week to week based on business needs
- Work at both properties during the same day
This position should not be expected to maintain a fixed Monday-Friday daytime schedule.
REQUIRED QUALIFICATIONS
- Bilingual communication ability is required.
- Fluency in both English and Spanish is strongly preferred.
- Ability to communicate clearly with employees, management, and guests.
- Reliable transportation between Merced and Livingston.
- Ability to meet applicable driving requirements.
- Strong reliability and attendance.
- Good judgment and problem-solving ability.
- Ability to prioritize competing operational needs.
- Comfortable providing direction to employees while also working alongside them.
- Hands-on, team-oriented working style.
- Basic computer skills.
- Ability and willingness to work nights, weekends, holidays, and varying schedules as needed.
- Ability and willingness to perform crossover duties across hotel departments.
PREFERRED EXPERIENCE
- Prior hotel or hospitality experience.
- Front desk experience.
- Housekeeping experience.
- Hotel supervisory, lead, or operations experience.
- Experience training or coordinating employees.
- Experience working in limited-service or select-service hotels.
- Best Western or SureStay experience.
PERFORMANCE EXPECTATIONS
Success will be measured primarily by whether daily hotel operations run reliably and problems are identified and resolved promptly.
Key expectations include:
- Guest rooms ready when needed.
- Front desk appropriately covered.
- Fewer unresolved staffing gaps.
- Effective use of cross-trained employees.
- Guest concerns addressed promptly.
- Clean and well-maintained properties.
- Laundry and linen availability.
- Appropriate inventory levels.
- Maintenance concerns identified and followed through.
- Strong communication between shifts and properties.
- Employees completing assigned responsibilities.
- Effective communication with the hotel's multilingual workforce.
- Reduced need for management/ownership to personally resolve routine operational issues.
COMPENSATION & GROWTH
Starting compensation: $21.00+ per hour, with the actual rate based on relevant hotel experience, English/Spanish bilingual proficiency, front desk and housekeeping knowledge, leadership skills, schedule flexibility, and demonstrated ability to independently support both properties.
Pay: From $21.00 per hour
Benefits:
- Paid training
- Professional development assistance
Experience:
- Hospitality: 2 years (Required)
- Management: 2 years (Required)
Language:
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Commute:
- Merced, CA 95341 (Required)
Willingness to travel:
Work Location: In person
