Job Overview
PRISA Hospitality is seeking a dynamic, hands-on, results-driven hospitality leader to support the opening and ongoing operations of the dual-branded Hampton by Hilton San Juan and Homewood Suites by Hilton San Juan. This leader will thrive in a fast-paced, high-performance environment and demonstrate a strong commitment to operational excellence, guest satisfaction, team development, brand compliance, and financial performance.
The Operations Manager partners with the General Manager to lead the day-to-day operations and overall performance of the dual-branded hotel. This is one unified leadership position supporting both brands, with responsibility for providing operational leadership for Front Office, Housekeeping, Laundry, Public Areas, and Engineering, while ensuring consistent standards, strong communication, and effective coordination across all hotel departments.
Although Hampton and Homewood Suites are focused-service and extended-stay brands, hotels in Puerto Rico often operate with broader guest expectations and operational complexity than comparable stateside properties. Accordingly, this position requires a leader who can balance Hilton brand standards, ownership objectives, associate engagement, service recovery, labor productivity, cost control, and operational readiness in a hands-on manner.
As a senior on-property leader, the Operations Manager serves as Manager on Duty as assigned and supports the General Manager in creating a culture of accountability, urgency, service excellence, and professional growth. The role is expected to help the hotel perform as a market leader within the competitive San Juan hospitality landscape while delivering a welcoming, clean, efficient, and consistent guest experience.
Principal ResponsibilitiesHotel Operations Leadership
- Lead the daily operations of the dual-branded Hampton by Hilton and Homewood Suites by Hilton San Juan, providing strategic and operational leadership for Front Office, Housekeeping, Laundry, Public Areas, and Engineering.
- Partner with the General Manager to achieve operational excellence, financial performance, guest satisfaction, and ownership objectives.
- Serve as Manager on Duty and senior operational leader during evenings, weekends, holidays, and in the absence of the General Manager.
- Drive collaboration across all hotel departments to ensure consistent service delivery, operational efficiency, and Hilton brand compliance.
- Foster a culture of accountability, teamwork, service excellence, and continuous improvement.
Guest Experience & Brand Standards
- Ensure exceptional guest experiences by maintaining Hilton brand standards across all departments.
- Monitor guest satisfaction, online reputation, service recovery, and operational performance, implementing action plans as needed.
- Prepare the hotel for Hilton Quality Assurance reviews, brand audits, and ownership inspections.
- Partner with department leaders to deliver a seamless guest journey from arrival through departure.
Rooms Operations
- Oversee Front Office, Housekeeping, Laundry, Public Areas, and guest room operations.
- Ensure guestrooms and public areas consistently meet Hilton quality, cleanliness, maintenance, and presentation standards.
- Maximize room readiness through effective coordination between Front Office, Housekeeping, and Engineering.
- Drive departmental productivity, room inspections, operational performance, and service recovery while supporting key hotel initiatives and performance goals.
- Monitor room inventory, out-of-order rooms, housekeeping productivity, and guest service standards.
- Ensure compliance with Hilton brand standards and departmental operating procedures.
Food & Beverage Coordination
- Work closely with the Food & Beverage Manager to ensure operational alignment between Rooms Operations and Food & Beverage.
- Coordinate operational readiness for complimentary breakfast, Homewood Suites evening reception, meetings, VIP arrivals, and special events.
- Collaborate with the Food & Beverage Manager and Sales team to ensure seamless execution of banquet event orders, event logistics, and operational readiness.
- Support cross-department communication to ensure exceptional guest experiences across all hotel outlets.
- Partner with the Food & Beverage Manager to address guest feedback affecting the overall hotel experience.
Financial Performance
- Drive departmental financial performance through labor management, productivity improvement, cost controls, and operational efficiencies within Front Office, Housekeeping, and Engineering.
- Monitor and analyze key operational and financial performance indicators, including occupancy, ADR, RevPAR, ESPAR, labor productivity, room readiness, departmental expenses, maintenance performance, and guest satisfaction to identify opportunities for continuous improvement.
- Ensure effective purchasing practices, inventory management, cash controls, and asset protection within assigned departments.
- Support annual budgeting, forecasting, and labor planning initiatives.
Sales & Commercial Support
- Partner with Sales and Revenue Management to ensure operations support the hotel's commercial strategy.
- Ensure operational planning for group business, VIP arrivals, meetings, special events, and extended-stay guests.
- Collaborate with Sales on banquet event orders, event logistics, and operational readiness.
- Build strong relationships with guests, clients, vendors, and community partners while promoting Hilton Honors and guest loyalty initiatives.
Facilities, Safety & Risk Management
- Partner with Engineering to oversee preventive maintenance, capital projects, warranty items, asset preservation, utilities management, and sustainability initiatives.
- Ensure compliance with Hilton standards, life safety requirements, emergency preparedness, and applicable regulations.
- Lead operational response during emergencies while maintaining a safe environment for guests and associates.
- Ensure incidents are documented appropriately and corrective actions are implemented promptly.
Talent Management & Culture
- Recruit, coach, develop, and hold department leaders accountable for operational and financial performance.
- Promote a culture of teamwork, accountability, guest service, and continuous improvement.
- Partner with the General Manager and Human Resources on associate engagement, leadership development, succession planning, and recognition initiatives.
- Lead by example through professionalism, visibility, integrity, and decisive leadership.
Additional Responsibilities
- Collaborate with PRISA leadership, ownership, and cross-functional teams to achieve company objectives and support strategic initiatives.
- Support the successful pre-opening and ongoing operation of the dual-branded hotel, ensuring operational readiness, brand compliance, and a seamless guest experience.
- Champion the effective implementation and continuous improvement of hotel technology and operational systems to enhance efficiency and the guest experience.
- Perform other duties and special projects as assigned by the General Manager, ownership, or corporate leadership.
Required Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- Minimum of five (5) years of progressive hotel operations experience, including leadership responsibility within a branded hotel environment.
- Strong operational knowledge of Front Office, Housekeeping, Engineering, guest experience, labor management, and hotel financial performance, with the ability to effectively collaborate with Food & Beverage leadership in a cross-functional environment.
- Previous leadership experience in a hotel operations role such as Director of Operations, Assistant General Manager, Operations Manager, or similar.
- Hilton brand experience preferred; familiarity with Hilton operating systems is a plus.
- Excellent leadership, communication, organizational, and problem-solving skills.
- Fully bilingual in English and Spanish.
- Proficiency in Microsoft Office Suite.
- Flexible schedule, including weekends, holidays, and emergency situations.
Leadership Competencies
- Hands-on leadership style with the ability to motivate, coach, and develop high-performing teams.
- Strong operational, financial, and business acumen with a focus on guest satisfaction and operational excellence.
- Excellent communication, interpersonal, and relationship-building skills.
- Demonstrated ability to build strong partnerships across departments and coordinate cross-functional operations to deliver an exceptional guest experience.
- Sound judgment, problem-solving, and decision-making abilities in a fast-paced environment.
- Strong organizational skills with the ability to manage multiple priorities and adapt to changing business needs.
- Demonstrated integrity, professionalism, accountability, and commitment to Hilton brand standards.
- Ability to successfully lead a pre-opening environment while fostering a culture of teamwork, continuous improvement, and service excellence.
Why Join Us
At PRISA Hospitality, we believe in developing talent from within. We offer opportunities for growth, exposure to world-class hospitality brands, and the chance to be part of transformative projects in Puerto Rico's tourism and entertainment industry. We offer a dynamic and collaborative work environment, competitive compensation, and the opportunity to grow within a respected Puerto Rico-based organization with global brand partnerships.
We invite qualified hospitality leaders to submit their resume and cover letter to join this exciting new project.
We are an equal employment opportunity employer.
Pay: $52,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
