Hotel Operations Manager

Description

The Fairfield Geneva Finger Lakes, managed by Essex Hotel Management, is currently seeking a DRIVEN Operations Manager.

The Operations Manager supports the General Manager in overseeing daily hotel operations, ensuring consistent execution of brand standards, Company service expectations, and hotel financial objectives. This role provides oversight and hands-on support across guest service, housekeeping, engineering and maintenance, and food and beverage.

Essential Functions

• Supervise and coach associates; assist with hiring, training, and onboarding; and monitor service quality, operational performance, and compliance with Company policies and brand standards.
• Review departmental schedules, staffing coverage, and overtime with department supervisors to align labor costs with occupancy and service needs.
• Monitor departmental expenses and resource use in alignment with business needs and hotel financial objectives.
• Coordinate daily communication among departments regarding arrivals, departures, group needs, room readiness, and unresolved guest or maintenance issues.
• Monitor adherence to hotel safety, security, and incident reporting procedures; promptly report and escalate guest or associate injuries, security concerns, and unsafe conditions.

Guest Service Oversight

• Support the Guest Service department in managing reservations, check-in, guest services, check-out, and overnight operations.
• Ensure accurate use of the property management system and coordinate room inventory, room status, and availability with housekeeping and maintenance.
• Address guest concerns promptly, track recurring issues and response times, and follow up on corrective actions.
• Review guest feedback and service performance to improve processes and recognize associates who receive positive guest recognition.
• Oversee assigned billing reviews, cash handling, and guest account procedures.

Housekeeping Oversight

• Coordinate and support daily staffing, room assignments, and cleaning priorities with Housekeeping leadership based on occupancy, arrivals, and departures.
• Monitor room readiness and inspect guest rooms, public areas, and laundry facilities for cleanliness and presentation.
• Oversee linen, guest amenity, and cleaning supply inventories to maintain adequate stock and control waste and loss.
• Support deep cleaning and laundry schedules, safe cleaning practices, and timely reporting of maintenance needs.
• Address cleanliness deficiencies through follow-up, coaching, and corrective action.

Engineering and Maintenance Oversight

• Coordinate and support the Chief Engineer’s repair priorities and monitor work orders for timely completion, accurate documentation, and departmental communication.
• Support preventive maintenance schedules for guest rooms, public areas, equipment, and building systems.
• Inspect the property to identify maintenance needs and safety concerns; escalate urgent issues to hotel leadership.
• Coordinate out-of-order room status and confirm repairs are complete before returning rooms to available inventory.
• Assist with vendor scheduling and support hotel emergency response procedures.

Food and Beverage Oversight

• Support daily breakfast, restaurant, bar, banquet, and Market Shop operations, as applicable to the property.
• Coordinate staffing, preparation, service timing, and replenishment based on occupancy and expected business volume.
• Monitor service quality, cleanliness, food safety, sanitation, and adherence to local health department and brand standards.
• Oversee inventory, ordering, receiving, and stock rotation to control costs.
• Ensure opening, closing, cash handling, and sales reconciliation procedures are completed; address guest concerns and follow up on service deficiencies.

Additional Functions

• Serve as Manager on Duty when scheduled, including in the absence of the General Manager.
• Provide hands-on coverage in hotel departments as needed.
• Conduct brand compliance reviews and follow up on identified deficiencies.
• Complete required Company, brand, and legally mandated training within established time frames.
• Perform other job-related duties as assigned.

What are we looking for? For nearly three decades, Essex Hotel Management's "solution-driven" approach has resulted in high satisfaction for our team members, partners, owners, and guests. This results from our Team Members staying true to our Vision, Mission, and Values. We look for teammates that are DRIVEN:

• D edicated to finding solutions that work
• R esponsive to our partners, our team members, and our guests
• I ntegrity defines everything we do by taking ownership of our actions and holding ourselves accountable
• V alue-Oriented - we value diversity, relationships, and performance
• E ngaged - we care about the work we do and the people we work with
• N imble - we strive to be flexible and innovative

Essex Hotel Management, LLC is committed to fostering an inclusive and diverse workplace, where equal opportunity is extended to all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate.

Requirements

Essential

• 2 years of hotel experience, preferably in a comparable hotel.
• High school graduate or equivalent vocational training.
• Ability to manage all departments, including overnight operations
• Must possess thorough knowledge of all hotel operations and individual job requirements.
• Able to effectively deal with internal and external customers, some of whom will require a high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Desirable

• Experience with Microsoft Office Suite, knowledge of HRM/timekeeping systems
• Prior leadership experience in Front Desk and/or Housekeeping; maintenance coordination experience.
• Ability to read, write, speak, understand, and communicate in basic English preferred.