Hotel Operations Manager

Hotel Operations Manager

Q Casino + Resort

1 Positions

ID: 24610

Posted On 09/03/2026

Job Overview

THE KEY HOTEL

HILTON GARDEN INN - DOWNTOWN DUBUQUE

Q CASINO + RESORT

Hotel Operations Manager

POSITION SUMMARY:

The Hotel Operations Manager is responsible for overseeing all front-of-house operations for The Key Hotel by Tapestry and Hilton Garden Inn Dubuque, ensuring exceptional guest service, operational efficiency, and consistent execution of brand standards. This position leads the Front Desk, Night Audit, and Public Area teams while maintaining a collaborative, dotted-line relationship with Housekeeping to ensure seamless guest experiences and hotel presentation.

The Hotel Operations Manager is responsible for ensuring Front Office Standard Operating Procedures (SOPs) are current, consistently followed, and aligned with Hilton brand standards. This leader promotes a guest-first culture, takes ownership of the overall guest experience, and ensures public spaces remain clean, welcoming, and guest-ready at all times.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to: Director of Hospitality

• Supervises: Front Desk Associates, Night Audit Team, Public Area Attendants/Cleaners

• Dotted Line Collaboration: Housekeeping Supervisors, Housekeeping, Laundry Attendants and Leads.

DUTIES & RESPONSIBILITIES:

Leadership & Operations

• Oversee all Front Desk, Night Audit, and Public Area operations.

• Develop schedules and ensure adequate staffing levels to meet business demands.

• Serve as the primary point of contact for operational issues, staffing concerns, guest escalations, and shift coverage.

• Participate in the recruitment, interviewing, hiring, onboarding, and training of Front Office and Public Area team members.

• Conduct daily team huddles to communicate occupancy levels, VIP arrivals, special events, guest concerns, and operational priorities.

• Ensure consistent communication between shifts and departments.

• Maintain compliance with Hilton brand standards and company policies.

• Participate in department meetings and communicate key information to team members.

• Complete assigned projects and initiatives in a timely manner.

Guest Experience

• Lead by example in delivering exceptional guest service.

• Coordinate check-ins, arrivals, departures, and special accommodations for Hilton Honors members and VIP guests.

• Resolve guest concerns and service recovery situations promptly and professionally.

• Build rapport with returning guests and maintain awareness of guest preferences within hotel systems.

• Utilize guest communication platforms and property management systems to enhance guest engagement and satisfaction.

• Serve as a brand ambassador for The Key Hotel, Hilton Garden Inn Dubuque, and Q Casino + Resort.

• Identify opportunities to increase Hilton Honors enrollment and guest loyalty.

Front Office Administration

• Ensure reservation accuracy, room assignments, guest requests, and folio billing accuracy.

• Monitor front office productivity, service standards, and key performance indicators.

• Maintain front office inventory and order necessary operational supplies.

• Support sales and event teams with group room blocks, booking links, and guest communication as needed.

• Participate in revenue management discussions and operational planning meetings.

Public Area Oversight

• Ensure all public spaces remain clean, organized, safe, and guest-ready.

• Lead and support Public Area Attendants in maintaining hotel appearance standards.

• Conduct routine inspections of lobbies, corridors, meeting spaces, restrooms, entrances, and exterior guest-facing areas.

• Coordinate with housekeeping leadership regarding cleanliness concerns affecting the guest experience.

Cross-Department Collaboration

• Maintain a strong working relationship with the Housekeeping Supervisor to ensure room readiness, guest satisfaction, and efficient operational flow.

• Coordinate with housekeeping leadership regarding VIP arrivals, occupancy changes, special requests, and room availability.

• Support overall hotel operations by assisting in functions outside the department when necessary.

EDUCATION & EXPERIENCE:

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

• Minimum of 3-5 years of progressive hotel leadership experience required.

• Previous experience leading front office operations in a hotel environment preferred.

• Experience supervising guest service teams and driving service excellence.

• Hilton brand experience preferred

STANDARDS OF PERFRORMANCE

• Excellent leadership, coaching, and team development skills.

• Strong analytical, organizational, and problem-solving abilities.

• Outstanding guest service focus and commitment to hospitality excellence.

• Effective verbal and written communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong conflict resolution and service recovery skills.

• Proficiency in Microsoft Office and hotel property management systems.

• Flexible availability based on operational needs, including weekends and holidays.

• Professional appearance and demeanor that reflects company and brand standards.

CULTURAL FIT AND VALUES

Embodies our FORT values—Fun, Ownership, Respect, and Teamwork—by fostering collaboration, transparency, and a service-oriented mindset toward both the organization and the community. Models “Show Up, Step Up, Lift Up” leadership in daily actions and decision-making.

Primary Contact

1773354678169

Kelly Bohannan

Human Resources Assistant, Human Resources

Phone

Phone

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Fax

View email address on click.appcast.io

Email

True

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Job Details

Categories

Hotel/Hospitality/Tourism

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation

Paid Sick Leave

Paid Holidays

Qualifications

Education

Bachelors

Experience

2-5 Years

Company ID

1202

Job REQ #

24610

# Positions

1

Start Date

20260903

End Date

20261002

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Q Casino + Resort

About the Company

Are you excited to be a part of a dynamic environment where entertainment thrives and innovation abounds? Join us at Q Casino + Resort and play a pivotal role in our exciting transformation!

Q Casino is undergoing a thrilling evolution, poised to become the ultimate destination for gaming, live performances, and culinary excellence. As a member of our team, you'll be at the forefront of our operations, ensuring the legacy of our roots while embracing the exciting changes ahead.

Working within a vibrant hub of entertainment and hospitality, you'll be part of a team dedicated to maintaining the integrity of our operations. Against the picturesque backdrop of the Mississippi River, you'll guide our functions through a period of significant growth and investment. With over $100 million earmarked for property enhancements , including a remodeled casino, a brand-new family entertainment zone, expanded banquet space, the luxurious Hilton Tapestry Hotel featuring a rooftop restaurant and bar, an outdoor amphitheater, alongside existing venues like ImOn Arena, Hilton Garden Inn, and Houlihan's Restaurant.

Your contribution will be instrumental in driving efficiencies and ensuring our continued success as a premier destination for locals and visitors alike. Join us in this electrifying realm of entertainment and take your career to new heights. Apply now to be a part of our team at Q Casino + Resort!