Hotel Operations Manager

Position Overview

Hotel Carlton, soon to be converted into a Series by Marriott Portfolio property, is seeking a dynamic and results-driven Operations Manager to oversee the day-to-day operations of our 169-room hotel in the heart of San Francisco's historic Nob Hill neighborhood.

This hands-on leadership role is responsible for supporting the General Manager in driving operational excellence, enhancing guest satisfaction, developing team members, and ensuring financial and operational goals are achieved. The ideal candidate is an experienced hospitality professional with strong leadership abilities, a passion for service, and the flexibility to support multiple departments as business demands require.

Key ResponsibilitiesGuest Experience & Service Excellence

• Champion a guest-first culture by ensuring exceptional service delivery across all hotel departments.
• Act as the primary management contact for guest concerns and service recovery, resolving issues promptly and professionally.
• Foster a positive and welcoming environment for guests, associates, and partners.
• Engage with guests to identify future travel opportunities and support revenue-generating initiatives.

Operations Management

• Assist the General Manager in overseeing all daily hotel operations to ensure efficient and profitable performance.
• Maintain compliance with Marriott brand standards, company policies, safety regulations, and operational procedures.
• Monitor service quality, operational efficiency, and departmental performance metrics.
• Support and execute company initiatives designed to increase revenue, reduce expenses, and improve guest and associate satisfaction.

Team Leadership & Development

• Lead, coach, motivate, and develop hourly associates across multiple departments.
• Assist with recruiting, interviewing, onboarding, training, and performance management activities.
• Create and manage employee schedules while maintaining appropriate labor controls.
• Conduct daily team meetings, provide ongoing feedback, and recognize employee achievements.
• Promote a culture of teamwork, accountability, professionalism, and continuous improvement.

Housekeeping & Property Oversight

• Partner closely with the Housekeeping Supervisor to ensure guest rooms and public areas consistently meet cleanliness and presentation standards.
• Provide direct oversight of the housekeeping department when required.
• Monitor housekeeping productivity, inventory levels, and supply ordering.
• Ensure priorities remain focused on clean rooms, guest satisfaction, and associate engagement.

Financial & Administrative Responsibilities

• Support the General Manager with budgeting, forecasting, labor management, and expense control initiatives.
• Monitor departmental expenses and maintain established productivity standards.
• Manage purchase orders and inventory controls.
• Oversee administrative functions including billing, accounts payable, accounts receivable, and payroll submissions.
• Utilize Daily Management practices to maintain operational and financial performance goals.

Cross-Functional Support

• Provide operational support across all hotel departments as needed, including Front Desk and Housekeeping.
• Serve as Manager-on-Duty and respond effectively to operational challenges, emergencies, and guest concerns.
• Collaborate with department leaders to ensure seamless hotel operations and communication.

QualificationsRequired

• Minimum 3 years of hotel operations leadership experience, preferably in a full-service or branded hotel environment.
• Strong knowledge of front office, housekeeping, and guest service operations.
• Proven ability to lead, coach, and develop diverse teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with hotel property management systems and Microsoft Office applications.
• Ability to work flexible schedules, including evenings, weekends, and holidays as needed.

Preferred

• Marriott brand experience strongly preferred.
• Experience supporting hotel transitions, renovations, or brand conversions.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Knowledge of hotel financial controls, budgeting, and labor management.

What We Offer

• Competitive salary and bonus opportunity
• Marriott travel benefits
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development and career advancement opportunities
• Dynamic and collaborative work environment

Join us during an exciting chapter as Hotel Carlton transitions into the Series by Marriott Portfolio family and help shape an exceptional guest experience at one of San Francisco's most iconic hotels.