ASSISTANT OPERATIONS MANAGERRenaissance Chicago Northshore Hotel
Managed by The Bricton Group
Position Type: Full-Time
Department: Operations
Reports To: General Manager / Director of Operations
FLSA Status: Exempt
Location: Northbrook, Illinois
POSITION SUMMARY
The Assistant Operations Manager is a key member of the hotel leadership team responsible for supporting the overall daily operations of the Renaissance Chicago Northshore Hotel. This position provides hands-on leadership across hotel operations while ensuring an exceptional guest experience, strong associate engagement, operational efficiency, and compliance with Renaissance and Marriott standards.
The Assistant Operations Manager works closely with department leaders and associates to ensure the hotel consistently delivers high-quality service while achieving operational, financial, guest satisfaction, and employee engagement goals.
This position requires a visible, hands-on leader who leads by example, communicates effectively, develops associates, and takes ownership of the hotel's daily operation.
ESSENTIAL RESPONSIBILITIESHotel Operations & Leadership
- Assist the General Manager and Director of Operations with the overall management of daily hotel operations.
- Provide leadership and operational support to Front Office, Housekeeping, Food & Beverage, Engineering, Banquets, and other departments as assigned.
- Maintain a strong leadership presence throughout the hotel, including guest-facing and back-of-house areas.
- Conduct regular property walks to ensure cleanliness, safety, service standards, and overall hotel presentation meet expectations.
- Ensure associates consistently follow Renaissance, Marriott, and hotel operating standards.
- Monitor daily operations and identify opportunities to improve efficiency, service delivery, and profitability.
- Assist department leaders with resolving operational challenges and guest concerns.
- Serve as the Manager on Duty when assigned.
- Respond promptly and professionally to emergencies, guest issues, associate concerns, and operational situations.
- Ensure effective communication between departments and shifts.
GUEST EXPERIENCE
- Promote a culture of genuine hospitality and exceptional guest service.
- Personally engage with guests and demonstrate a commitment to creating memorable experiences.
- Monitor guest satisfaction scores, reviews, comments, and service recovery opportunities.
- Resolve guest complaints professionally, fairly, and promptly.
- Follow appropriate service recovery procedures while protecting hotel standards and financial interests.
- Identify recurring guest concerns and work with department leaders to develop corrective action plans.
- Ensure associates understand and consistently demonstrate Renaissance and Marriott service expectations.
ASSOCIATE LEADERSHIP & DEVELOPMENT
- Lead by example and promote a positive, respectful, and inclusive workplace culture.
- Support recruitment, interviewing, onboarding, training, coaching, and development of hotel associates.
- Partner with Human Resources and department managers regarding associate performance, attendance, conduct, and policy compliance.
- Recognize and reward associates for exceptional performance and contributions.
- Conduct coaching conversations and provide timely feedback.
- Help develop future leaders through mentoring, cross-training, and professional development opportunities.
- Promote teamwork, accountability, communication, and employee engagement.
- Support employee engagement initiatives and hotel recognition programs.
OPERATIONAL & FINANCIAL RESPONSIBILITIES
- Assist with monitoring departmental performance and operating expenses.
- Review daily operational reports and identify opportunities for improvement.
- Support labor management and scheduling practices to ensure appropriate staffing levels.
- Monitor productivity and assist managers in controlling labor costs without compromising service.
- Assist with inventory control, purchasing, and expense management as assigned.
- Ensure proper cash-handling and financial procedures are followed.
- Support the hotel in meeting budgetary and financial objectives.
- Identify opportunities to increase revenue and reduce unnecessary expenses.
QUALITY ASSURANCE & BRAND STANDARDS
- Ensure compliance with Renaissance and Marriott brand standards.
- Support preparation for internal inspections, quality assurance reviews, and brand evaluations.
- Conduct regular inspections of guest rooms, public areas, meeting spaces, restaurants, and back-of-house areas.
- Ensure corrective actions are identified, communicated, and completed in a timely manner.
- Maintain high standards of cleanliness, presentation, safety, and service throughout the property.
- Ensure associates understand and follow hotel policies, procedures, and standards.
SAFETY, SECURITY & COMPLIANCE
- Promote a safe working environment for associates and guests.
- Ensure hotel safety and security policies are followed.
- Respond appropriately to accidents, injuries, emergencies, and security incidents.
- Complete and/or ensure completion of required incident reports.
- Assist with emergency preparedness and response procedures.
- Ensure compliance with applicable federal, state, and local laws and regulations.
- Support OSHA, health department, fire safety, and other regulatory requirements.
- Immediately report safety hazards or significant operational concerns to appropriate leadership.
MANAGER ON DUTY RESPONSIBILITIES
When serving as Manager on Duty, the Assistant Operations Manager is responsible for providing leadership and operational oversight of the entire hotel, including:
- Monitoring all departments and hotel operations.
- Addressing guest concerns and service recovery.
- Supporting associates and department leaders.
- Responding to emergencies and incidents.
- Conducting property inspections.
- Ensuring appropriate staffing and operational coverage.
- Communicating important information to the next leadership shift.
- Documenting significant incidents and operational issues.
- Protecting hotel assets and ensuring the safety and security of guests and associates.
COMMUNICATION & ADMINISTRATION
- Attend and participate in management meetings, operational meetings, and training sessions.
- Maintain accurate operational records and reports.
- Communicate daily priorities and important information to department leaders.
- Maintain effective communication between management, associates, and other departments.
- Assist with developing and implementing Standard Operating Procedures.
- Ensure policies and procedures are communicated and consistently followed.
- Prepare reports and documentation as requested by hotel leadership.
REQUIRED QUALIFICATIONS
- Minimum of 2–4 years of hotel or hospitality management experience, preferably in a full-service hotel.
- Previous supervisory or management experience required.
- Experience working in Front Office, Rooms Division, Food & Beverage, or general hotel operations preferred.
- Strong knowledge of hotel operations and guest service.
- Ability to lead and motivate a diverse team.
- Strong problem-solving and decision-making skills.
- Excellent written and verbal communication skills.
- Strong organizational and time-management abilities.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Proficiency with Microsoft Office and hotel operating systems.
- Ability to work independently and make sound decisions.
- Must be available to work a flexible schedule, including evenings, weekends, holidays, and overnight shifts when operationally required.
PREFERRED QUALIFICATIONS
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- Previous Marriott or Renaissance experience strongly preferred.
- Experience with Marriott International systems and standards preferred.
- Experience with guest satisfaction programs and quality assurance processes.
- Experience managing or supporting multiple hotel departments.
- Bilingual English/Spanish skills are a plus.
CORE COMPETENCIES
The successful candidate should demonstrate:
Leadership – Inspires confidence, takes ownership, and leads by example.
Guest Focus – Consistently places the guest experience at the center of operational decisions.
Accountability – Takes responsibility for results and follows through on commitments.
Communication – Communicates clearly, professionally, and effectively with guests and associates.
Problem Solving – Quickly identifies issues and develops practical solutions.
Teamwork – Builds strong relationships across departments and encourages collaboration.
Adaptability – Remains calm and effective in a fast-paced and changing hotel environment.
Business Acumen – Understands the relationship between service, labor, revenue, expenses, and profitability.
Associate Development – Coaches, mentors, recognizes, and develops team members.
Professionalism – Represents the Renaissance Chicago Northshore Hotel and The Bricton Group with integrity and professionalism.
PHYSICAL REQUIREMENTS
The Assistant Operations Manager must be able to:
- Stand and walk for extended periods of time.
- Frequently walk throughout the hotel and inspect operational areas.
- Navigate stairs and various hotel work environments.
- Occasionally lift and/or carry items weighing up to 25 pounds.
- Work in a variety of temperatures and environments.
- Use computers, telephones, radios, and other hotel equipment.
- Respond quickly to operational emergencies when required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
WORK ENVIRONMENT
This position operates in a fast-paced, full-service hotel environment. The Assistant Operations Manager will regularly interact with guests, associates, vendors, contractors, and hotel leadership.
The position requires flexibility and the ability to respond to changing operational priorities, high occupancy periods, special events, guest emergencies, and staffing needs.
PERFORMANCE EXPECTATIONS
The Assistant Operations Manager will be evaluated based on demonstrated performance in areas including:
- Guest satisfaction and service recovery
- Associate engagement and retention
- Operational efficiency
- Brand and quality standards
- Leadership effectiveness
- Departmental teamwork
- Labor and expense management
- Safety and compliance
- Achievement of hotel goals and objectives
- Overall contribution to the success of the Renaissance Chicago Northshore Hotel
EQUAL EMPLOYMENT OPPORTUNITY
The Renaissance Chicago Northshore Hotel and The Bricton Group are committed to providing equal employment opportunities to all qualified individuals. Employment decisions are made without regard to legally protected characteristics in accordance with applicable federal, state, and local laws.
Pay: $56,723.54 - $65,312.22 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
