Hotel Operations Manager

JOB SUMMARY:

The Hotel Operations Manager's primary role is to oversee, lead, and direct all operational departments within the hotel-including Guest Services, Housekeeping, Food & Beverage, Maintenance/Engineering, and Front Office. The individual is responsible for ensuring cohesive department alignment, high service standards, financial performance, and guest satisfaction across the entire property. The Hotel Operations Manager acts as Manager on Duty during designated shifts and reports directly to the General Manager.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Responsible for the adherence and enforcement of all Hotel policies and procedures.
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff.
• Monitor inventory control and ordering procedures for Front Office and guest supplies.
• Organize and execute comprehensive training for all departmental teams (Guest Services, Housekeeping, F&B, and Engineering).
• Oversee scheduling and labor management for all hotel operational departments.
• Provide direct leadership and hands-on support to any department during peak operational periods or staffing shortages.
• Perform coaching, performance evaluations, and counseling for department heads, supervisors, and front-line staff across all operations.
• Create a comprehensive training program instilling a culture of service and follow through.
• Coach associates how to resolve and de-escalate conflicts.
• Documents and communicates associate challenges.
• Act as a central liaison between Front Office, Housekeeping, Engineering and Food & Beverage teams to ensure seamless inter-departmental communication.
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
• Assists in welcoming and escorting VIP's and other guests.
• Handle any guest complaints or issues in a professional manner.
• Identify and address the root causes of guest issues to resolve them effectively and to prevent recurrence.
• Complete a daily MOD Report to communicate guest opportunities and other information.
• Actively participate in cleanliness of all facilities.
• Maintain excellent relations with all local, state, city and federal police agencies and fire marshals.
• Review all potential safety and security issues and implement corrective action steps.
• Responsible for knowing all emergency procedures.
• Conduct walk-throughs of the property at a minimum of twice per day
• Maintain a calm, organized approach in all situations and take ownership in creating and ensuring a successful operation.
• Monitor financial targets, operating budgets, and cost controls across all operational divisions.
• Assist as Manager on Duty at the hotel.
• Assist in projects and other duties as directed by the Director of Operations and the General Manager.

OTHER DUTIES/RESPONSIBILITIES:

• Comply with all hotel policies and procedures.
• Attend all management training as requested by management.
• Create, develop and make formal presentations using audio/visual aids when needed.
• Create courteous, friendly, professional work environment.
• Provide overall direction, coordination, and ongoing evaluation of operations.
• Ability to quickly evaluate alternatives and decide on a plan of action.
• Know all safety and emergency procedures and your role in assisting during these times.
• Report all safety hazards and suspicious persons or activities to the appropriate personnel.
• Will be required to work a varied schedule including evenings, nights, weekends, and holidays, and to cover shifts as needed in the event of call-offs or operational demands.

JOB QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/EXPERIENCE:

• 2 years' experience as a Supervisor or Manager in a boutique hotel setting.
• Valid Driver's License to operate a motor vehicle; experience driving a manual transmission car, a plus.
• Front Office Accounting experience preferred.
• Must have experience at properties of similar size and quality.
• Proficiency in Google Suite applications is preferred.
• Proven record improving guest service and satisfaction.

SKILLS:

• Clear, concise written and verbal communication skills, along with excellent listening skills.
• Excellent service & communication skills with exceptional detail in follow-up.
• Strong technical skills; computer and telephone skills required.
• Excellent time management and organizational skills.
• Excellent safety and sanitation skills.
• Excellent listening and problem solving skills.
• Basic mathematical skills required.
• Strong attention to detail.

ABILITIES:

• Ability to sell concepts and ideas to management, peers, and employees.
• Ability to clearly and concisely present technical subjects.
• Demonstrate ability to lead by example.
• Ability to create, develop and make formal presentations using audio/visual aids.
• Abilities to inspire, train, and develop people for promotion.
• The ability to work well as a team as well as individually at times.
• Ability to multi-task in a high paced environment.
• Ability to read, speak, write, and understand English.
• Must be adaptable and flexible to change.
• Must be able to remain calm and professional at all times.
• Be able to make quick decisions and possess good judgment.
• Ability to work under varying weather conditions.
• Ability to work a flexible schedule and be able to work evenings, nights, weekends and holidays.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics and physical demands described here are representative of those that may be encountered by an employee and that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Fast-paced, guest facing setting with frequent interruptions and shifting priorities.
• High level of interpersonal interaction with guests and cross-department teams.
• Mix of front-of-house (lobby, front desk, restaurants) and back-of-house areas (offices, service corridors) areas.
• Moderate to loud noise level with typical environmental factors including lobby noise, background music, fluctuating temperatures near entrances/exits, cleaning agents/odors, talking.
• Regularly required to stand/walk for extended periods of time throughout the shift (front of house and back of house).
• Frequent movement between floors/areas; occasional use of stairs.
• Occasionally required to lift, carry, push and pull items between 25-50 lbs.
• Regularly required to communicate in person, by phone and email, and use hands to utilize the computer, type, answer phones, handle documents, and operate other office tools and hotel software (POS, PMS).
• Frequent bending, kneeling, reaching, and stretching.
• Visual acuity sufficient to read and interpret documents, computer screens, reports, signage, etc.; and observe safety/operational indicators at close and moderate distances.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Management reserves the right to change, modify, and/or alter any of these duties at any time to meet business changes and demands.