Operations Manager

Job Title: Operations Manager 

Department: Operations 

Supervisor: General Manager

Summary 

The Operations Manager oversees the day-to-day functioning of all departments within the hotel to ensure smooth operations, exceptional guest experiences, and efficient resource management. This role requires strong leadership, strategic planning, and a deep understanding of hospitality standards. The Operations Manager acts as a bridge between department heads and senior management, ensuring that service quality, profitability, and staff performance align with the hotel's goals. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Ensure high standards of guest service across all departments 

• Handle escalated guest complaints and resolve issues promptly 

• Monitor guest feedback and implement improvements 

• Supervise department heads such as housekeeping, front desk, and food & beverage 

• Conduct staff training and performance evaluations 

• Foster a positive and productive work environment 

• Coordinate daily operations to ensure efficiency and consistency 

• Monitor inventory, supplies, and maintenance needs 

• Ensure compliance with health, safety, and legal standards 

• Assist in budgeting and cost control measures 

• Analyze operational data to improve profitability 

• Support revenue management and occupancy strategies 

• Liaise with vendors, contractors, and external partners 

• Report operational updates to senior management 

• Collaborate with marketing and sales teams for promotions and events 

Supervisory Responsibilities

Directly and indirectly supervise all hotel personnel, including department managers. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

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. 

Education and/or Experience

Bachelor's degree from four-year college or university preferred; or 3+ years hotel management experience, preferably in a management role; or equivalent combination of education and experience. 

Strong leadership, communication, and problem-solving skills 

Proven ability to manage multiple departments and drive operational success 

Familiarity with hotel systems, budgeting, and guest service standards 

Physical Demands

The physical demands described here are representative of those 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. 

While performing the duties of this Job, the employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 25 pounds.