Position Overview
We are seeking a highly organized, analytical, and proactive Hotel Operations Associate to support the oversight and management of a portfolio of hotels from our corporate office.
This role will serve as an important link between ownership/executive management and the individual hotel teams. The Hotel Operations Associate will monitor hotel operations, review financial and operational reports, track property performance, coordinate operational and logistical needs, and follow up with hotel management teams to ensure that company standards, deadlines, and performance objectives are being met.
This is an office-based, multi-property role. Rather than managing the day-to-day front desk or housekeeping operations of one hotel, this individual will help oversee the performance and operations of multiple hotel properties, identifying issues, following up on action items, reviewing reports and trends, and assisting leadership in improving overall property performance.
The ideal candidate is detail-oriented, comfortable working with numbers and reports, highly organized, and capable of managing multiple priorities across several hotel properties simultaneously.
Key ResponsibilitiesMulti-Property Operations Oversight
- Support the oversight of daily operations across multiple hotel properties.
- Maintain regular communication with General Managers, department managers, and other property-level team members.
- Monitor property operations to ensure hotels are operating according to company standards, policies, budgets, and expectations.
- Follow up with hotel management teams regarding operational issues, outstanding projects, deadlines, and corrective actions.
- Help identify operational deficiencies and work with management to develop solutions and improvement plans.
- Escalate significant operational, financial, guest service, staffing, or compliance concerns to senior management.
- Maintain visibility into what is happening at each property and ensure important issues receive proper follow-up.
Reporting & Performance Analysis
- Review daily, weekly, and monthly hotel performance reports.
- Monitor key hotel performance indicators, including:
- Occupancy
- ADR (Average Daily Rate)
- RevPAR (Revenue per Available Room)
- Room revenue
- Labor costs
- Payroll percentages
- Department expenses
- Operating expenses
- Guest satisfaction scores
- Online reviews and reputation scores
- Maintenance issues
- Accounts receivable and outstanding balances
- Purchasing and inventory levels
- Compare actual property performance against budgets, forecasts, prior periods, and company targets.
- Identify unusual expenses, performance gaps, negative trends, and areas requiring management attention.
- Assist in preparing consolidated reports and performance summaries for ownership and executive leadership.
- Maintain dashboards, trackers, spreadsheets, and other reporting tools used to evaluate hotel performance.
Financial & Expense Oversight
- Assist management with reviewing hotel financial performance and operating expenses.
- Review invoices, purchasing activity, vendor expenses, and significant property expenditures as required.
- Monitor spending against approved budgets.
- Identify unusual or excessive expenses and obtain explanations from property management.
- Assist with reviewing monthly profit and loss statements and identifying opportunities to improve profitability.
- Track cost-saving initiatives and ensure approved operational changes are implemented at the property level.
- Support leadership with budgeting, forecasting, and financial analysis as needed.
Hotel Logistics & Operational Support
- Coordinate operational and logistical needs between the corporate office and hotel properties.
- Assist properties with sourcing products, supplies, equipment, vendors, and operational resources.
- Track major purchases, deliveries, installations, renovations, repairs, and property improvement projects.
- Coordinate with vendors and hotel management teams to ensure projects and operational needs are completed on schedule.
- Maintain organized records of vendor agreements, quotes, proposals, invoices, warranties, and other operational documentation.
- Assist with resolving vendor, purchasing, supply chain, and property-level operational issues.
- Help standardize purchasing and operational processes across the hotel portfolio where appropriate.
Property Management Accountability
- Maintain detailed lists of open items, deadlines, projects, and responsibilities for each hotel.
- Follow up with General Managers and department leaders to ensure assigned items are completed.
- Review property reports for completeness, accuracy, and timeliness.
- Ensure management teams provide explanations and corrective plans when performance falls below expectations.
- Track recurring operational problems and ensure permanent solutions are implemented.
- Assist leadership in holding property management teams accountable for operational and financial performance.
Guest Experience & Reputation Management
- Monitor guest satisfaction scores, guest complaints, online reviews, and brand-related performance metrics.
- Identify recurring guest service issues across properties.
- Work with hotel management teams to understand root causes and develop corrective actions.
- Track management responses and resolution of significant guest complaints.
- Assist in identifying opportunities to improve service standards and the overall guest experience.
Labor & Staffing Monitoring
- Review hotel staffing levels and labor performance.
- Monitor payroll, overtime, scheduling trends, and labor percentages.
- Identify properties or departments with unusual labor variances.
- Work with hotel management to understand staffing challenges and operational needs.
- Assist leadership with evaluating labor efficiency and productivity across the portfolio.
Maintenance & Property Condition
- Monitor major maintenance issues and property repair needs.
- Maintain visibility into open work orders, capital projects, equipment failures, and major repairs.
- Follow up with property teams and vendors regarding completion timelines.
- Assist with obtaining and comparing vendor proposals when needed.
- Track preventative maintenance programs and recurring property issues.
- Help ensure hotel facilities remain operational, presentable, safe, and consistent with company and brand standards.
Compliance & Brand Standards
- Assist in monitoring compliance with hotel brand standards, company policies, licenses, inspections, and operational requirements.
- Track upcoming inspections, certifications, renewals, and compliance deadlines.
- Follow up on deficiencies identified through inspections, audits, brand reviews, or guest feedback.
- Maintain organized documentation relating to hotel operations and compliance.
Projects & Special Assignments
- Assist leadership with hotel openings, transitions, acquisitions, renovations, conversions, and other special projects.
- Conduct operational research and analysis as requested.
- Prepare reports, presentations, comparisons, and recommendations for management.
- Coordinate cross-property initiatives and ensure implementation across the portfolio.
- Visit hotel properties periodically when needed to review operations, projects, physical conditions, or specific concerns.
Daily & Weekly Responsibilities
The Hotel Operations Associate will maintain an active understanding of each property's current performance and priorities. Typical responsibilities may include:
- Reviewing daily hotel performance reports.
- Reviewing occupancy, ADR, RevPAR, and revenue trends.
- Reviewing labor and payroll performance.
- Monitoring guest complaints and online reputation.
- Reviewing unusual expenses or operational variances.
- Following up with General Managers on outstanding action items.
- Tracking maintenance and capital projects.
- Coordinating vendor and purchasing requirements.
- Reviewing property-level operational reports.
- Updating ownership and management on significant developments.
- Preparing weekly portfolio performance summaries.
- Maintaining organized operational trackers for each property.
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, Finance, Operations, or a related field preferred.
- Previous hotel, hospitality, operations, asset management, property management, or business operations experience preferred.
- Experience working with multiple hotel properties or locations is a strong plus.
- Strong proficiency with Microsoft Excel and/or Google Sheets.
- Strong analytical skills with the ability to review financial and operational reports.
- Understanding of hotel operating metrics such as occupancy, ADR, RevPAR, labor costs, and departmental expenses preferred.
- Strong organizational and project-management skills.
- Excellent written and verbal communication skills.
- Strong follow-up skills and attention to detail.
- Ability to identify problems, investigate underlying causes, and assist in developing solutions.
- Ability to manage multiple properties, projects, deadlines, and priorities simultaneously.
- Comfortable communicating with General Managers, vendors, corporate leadership, and ownership.
- Ability to handle confidential financial and operational information professionally.
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
