Operation Manager - Citadines Connect Fifth Ave

City, State: New York, New York

Title: Operations Manager

Location: New York/New York

FLSA: Exempt

Status: full-time

Reports to: General Manager/Senior Operation Manager

Supervises: Front Office Department /Housekeeping Department

Pay Range: $67,000

Job Summary: The Operations Manager is responsible for the daily and long-term management of hotel operations with a strong focus on Housekeeping and Front Office. This role ensures the highest levels of cleanliness, guest service, and operational efficiency. The Operations Manager leads and supports Housekeeping in daily room inspections, linen control, staffing, and service standards, while closely collaborating with the Front Desk and Reservations to maximize occupancy, coordinate room status, and ensure an exceptional guest experience.

This position maintains a visible presence in the lobby and public areas as part of a rotating manager schedule, actively engaging with guests, responding to needs, and monitoring cleanliness and safety. The Operations Manager provides leadership, training, and support to hotel staff, assists with financial reporting and administrative tasks, and serves as Manager on Duty as required. The goal of this role is to exceed guest expectations, enhance service delivery, and uphold brand standards across all hotel departments.

Essential Functions and Duties:

Guest Experience & Lobby Presence
• Maintain a constant professional presence in the lobby and public spaces as part of the rotating Lobby Manager schedule.
• Greet guests, identify needs, respond to questions, and assist with directions, luggage, and service issues.
• Ensure a warm, welcoming environment that reflects our hotel standards and guest satisfaction goals.
• Respond quickly to concerns or complaints, resolving issues with professionalism and follow-up.

⸻

Housekeeping Operations
• Lead daily housekeeping activities, including room inspections, cleaning schedules, public area standards, and team supervision.
• Maintain linen par levels, inventory control, vendor ordering, and supply management.
• Coordinate deep cleaning projects, preventive maintenance, and out-of-order room tracking.
• Ensure guest rooms, hallways, back-of-house, and public areas meet cleanliness, safety, and presentation standards.
• Train, coach, and develop room attendants and supervisors to maintain productivity and quality.

⸻

Front Desk & Rooms Division Collaboration
• Work closely with the Front Desk and Reservations teams on room allocation, arrivals, departures, early check-ins, late checkouts, and VIP requirements.
• Support front desk coverage when needed and assist with guest service duties.
• Promote effective communication between Housekeeping and Front Office to ensure real-time room status accuracy.
• Maximize occupancy and revenue opportunities while maintaining service and quality.

⸻

Leadership & Staff Management
• Conduct regular staff meetings, shift briefings, and follow-ups with Housekeeping and Front Desk.
• Provide ongoing training, coaching, corrective counseling, and performance evaluations.
• Maintain a positive work environment, demonstrating leadership through visibility, accountability, and teamwork.

⸻

Financial & Administrative Responsibilities
• Oversee daily balancing of hotel accounts and ensure accuracy in financial reporting.
• Ensure charges are posted correctly, credit procedures are followed, and no billing exceeds limits without approval.
• Manage scheduling, payroll input, and staffing levels for Housekeeping and Front Desk.
• Complete all reports and administrative tasks accurately and on time.
• Assist with budget planning, cost control, and purchasing.

⸻

Safety, Security & Presentation
• Maintain security of the building, guest belongings, and staff work areas.
• Monitor entrances, exits, and public spaces for safety and accessibility.
• Support luggage delivery/collection, lost-and-found procedures, and key control.
• Ensure compliance with safety guidelines, cleanliness protocols, and sanitation standards.

⸻

Manager on Duty
• Serve as Manager on Duty when scheduled, ensuring the smooth operation of all departments during the shift.
• Make operational decisions in real time to support guest service, staffing, and hotel standards.
• Provide support to all departments during high-volume periods.

⸻

Required Experience, Education, and Skills:

• Two years of Front Desk experience in the hospitality industry, with a proven ability to manage high guest traffic and maintain service standards.

• Associates Degree in hospitality management or a related field preferred.

• Strong multitasking skills with the ability to work in a fast-paced environment.

• Exceptional organizational and time-management skills, ensuring tasks are completed efficiently and accurately.

• Proficiency in Microsoft Office Suite (Word, Excel, and Outlook) and hotel property management systems.

• Excellent communication skills, both written and verbal, with the ability to engage guests, team members, and management.

• Ability to handle stressful situations with a calm demeanor, demonstrating problem-solving skills.

Work Environment:

• The role requires standing and walking for extended periods.

• Involves frequent interaction with guests, team members, and other departments in a busy hotel environment.

• Exposure to various weather conditions while overseeing outdoor spaces and services when necessary.

• Must be able to lift up to 20 lbs. and occasionally carry objects weighing up to 10 lbs.

• Flexible work schedule, including evenings, weekends, and holidays, as required by hotel operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.