Sr. Operations Manager - Bilingual

Job Description

Job Description

Bilingual Operations Manager – Hospitality Staffing (English/Spanish)

Next Generation Staffing & Recruitment
Location: Hyatt Centric Beale Street Memphis, 33 Beale Street, Memphis, TN 38103
Employment Type: Full-Time | On-Site | 40 Hours Per Week
Salary: $65,000–$75,000 Annually
Reports To: Director of Talent Operations
Language Requirement: Professional fluency in English and Spanish (Required)
Target Start Date: As Soon As Possible

Position Overview

Next Generation Staffing & Recruitment is seeking an experienced, bilingual Operations Manager to oversee daily staffing operations at one of our premier hospitality client locations in Memphis, Tennessee. This individual will serve as the primary onsite representative of Next Generation, responsible for maintaining strong client relationships, supervising assigned employees, ensuring operational excellence, and supporting the continued growth and success of the account.

The ideal candidate is a hands-on hospitality leader who understands that successful staffing operations require equal attention to client satisfaction and employee performance. This position carries dual accountability for meeting the hotel's service expectations while providing consistent leadership, communication, support, and accountability to Next Generation's assigned workforce.

Working directly with hotel leadership, the Operations Manager will proactively anticipate staffing needs, resolve service challenges, maintain employee readiness, and identify opportunities to strengthen and expand the client partnership.

Key Responsibilities

Client Relationship Management & Satisfaction

• Serve as Next Generation's primary onsite point of contact for hotel leadership and department managers.
• Develop and maintain positive, professional relationships with hotel leadership, particularly housekeeping and related operational departments.
• Conduct regular client check-ins to review staffing performance, service expectations, workforce needs, and opportunities for improvement.
• Ensure staffing levels, employee performance, and service delivery consistently meet established client expectations.
• Respond promptly and professionally to client concerns, staffing shortages, attendance issues, and operational changes.
• Maintain ongoing communication with Next Generation leadership regarding client feedback, service challenges, and account performance.
• Demonstrate ownership of the client experience through proactive communication, responsiveness, and timely resolution of concerns.

Account Development & Growth

• Identify opportunities to expand Next Generation's services within the assigned hotel, including additional staffing needs, new departments, and seasonal workforce demands.
• Build relationships with departmental decision-makers to understand upcoming business needs and anticipate workforce requirements.
• Collaborate with Next Generation's executive and business development leadership to recommend opportunities for account expansion.
• Support client retention through consistent service quality, relationship management, and measurable operational performance.
• Participate in client meetings, operational reviews, and workforce planning discussions.
• Maintain awareness of hotel occupancy patterns, special events, and business cycles that may influence staffing demand.
• Contribute to the account's financial and operational success through effective staffing coordination, retention, and service delivery.

Employee Leadership, Engagement & Accountability

• Provide daily onsite leadership and operational oversight for Next Generation employees assigned to the property.
• Conduct regular employee check-ins to assess attendance, performance, job satisfaction, readiness, and workplace concerns.
• Ensure employees understand their assignments, schedules, workplace expectations, dress standards, and applicable hotel procedures.
• Monitor employee punctuality, attendance, timekeeping, productivity, and compliance with assigned responsibilities.
• Address performance concerns promptly through coaching, documentation, and appropriate escalation.
• Develop positive relationships with employees while maintaining clear professional expectations and accountability.
• Support employee retention by identifying concerns early, promoting effective communication, and recognizing strong performance.
• Coordinate new employee arrivals, introductions, orientation, and assignment readiness.
• Serve as a trusted communication link between assigned employees, hotel management, and Next Generation leadership.
• Support employee relations matters in accordance with company policy, confidentiality requirements, and applicable employment laws.

Staffing Operations & Workforce Coordination

• Coordinate daily staffing assignments to ensure appropriate coverage and operational continuity.
• Communicate regularly with hotel department managers regarding scheduling needs, staffing adjustments, and employee performance.
• Anticipate vacancies, absences, and changes in client demand, working with the recruiting team to maintain staffing readiness.
• Collaborate with the Director of Talent Operations and recruiting team on candidate requirements, hiring priorities, and replacement staffing needs.
• Assist with interviewing, evaluating, and onboarding prospective employees as needed.
• Monitor employee schedules and time records for completeness and accuracy.
• Coordinate with payroll and administrative personnel to resolve discrepancies, missed punches, and attendance issues.
• Maintain accurate staffing rosters, attendance records, employee communications, and operational reports.
• Support timely completion of onboarding, employment documentation, training, and other assignment requirements.

Quality Assurance, Safety & Compliance

• Conduct routine onsite observations to evaluate employee professionalism, service quality, and compliance with hotel expectations.
• Reinforce workplace safety practices, proper use of equipment, personal protective equipment, and property-specific procedures.
• Promptly document and escalate employee injuries, workplace incidents, safety concerns, and client complaints.
• Coordinate with Next Generation leadership on workers' compensation incidents, employee relations matters, and corrective action.
• Maintain confidentiality of employee information and sensitive client operational matters.
• Follow company policies, applicable employment regulations, and established client service procedures.
• Assist with operational audits, employee record reviews, and process improvements when requested.

Reporting & Executive Communication

• Provide regular updates to the Director of Talent Operations regarding staffing levels, employee attendance, performance, client satisfaction, and outstanding issues.
• Maintain a current understanding of active headcount, vacancies, upcoming needs, and workforce changes.
• Communicate significant operational concerns promptly, along with proposed resolutions.
• Track relevant performance indicators, including attendance, employee retention, staffing fulfillment, service concerns, and account growth opportunities.
• Participate in operational meetings and collaborate with Next Generation leadership on continuous improvement initiatives.

Minimum Qualifications

• Professional proficiency in both English and Spanish, including the ability to communicate effectively with employees and management in both languages.
• Minimum three years of leadership or supervisory experience in hospitality, staffing operations, housekeeping management, or a closely related environment.
• Experience managing frontline employees, including scheduling, attendance, coaching, employee relations, and performance accountability.
• Working knowledge of hotel operations, preferably within housekeeping, stewarding, or related hospitality service departments.
• Demonstrated ability to develop and maintain professional client relationships.
• Strong organizational skills and the ability to independently manage competing operational priorities.
• Excellent interpersonal, conflict-resolution, and written and verbal communication skills.
• Proficiency in Microsoft Office, Google Workspace, and workforce management or payroll systems.
• Ability to maintain accurate records and communicate professionally with employees, clients, and executive leadership.
• Availability to work onsite at the assigned Memphis hotel location and adjust scheduling when operational needs require.
• Ability to meet applicable client-site requirements.

Preferred Qualifications

• Previous experience as a hotel Operations Manager, Housekeeping Manager, Staffing Account Manager, or Onsite Staffing Supervisor.
• Experience working with temporary staffing agencies, hospitality workforce providers, or multi-department hotel operations.
• Familiarity with employee onboarding, timekeeping, payroll coordination, and workforce management platforms.
• Experience supporting client account retention, expansion, and business development.
• Experience working with large hotel properties, high-volume staffing environments, or fluctuating occupancy demands.

Performance Expectations

Success in this position will be evaluated through the Operations Manager's ability to:

• Maintain consistent client satisfaction and responsive communication.
• Meet staffing coverage and service-level expectations.
• Demonstrate regular, meaningful employee engagement and performance accountability.
• Reduce preventable attendance issues, turnover, and service disruptions.
• Maintain accurate staffing, scheduling, timekeeping, and operational records.
• Identify and communicate opportunities for account expansion.
• Establish a positive working relationship between Next Generation, its employees, and the hotel leadership team.
• Address operational challenges proactively, professionally, and with appropriate urgency.

Our Commitment

At Next Generation Staffing & Recruitment, we believe exceptional client service begins with exceptional employee leadership. Our Operations Managers play a vital role in building meaningful relationships, supporting frontline employees, and ensuring our hospitality partners receive reliable, responsive, high-quality staffing solutions.

We are looking for a leader who takes ownership, values people, communicates with purpose, and understands that lasting business relationships are built through consistency, accountability, and trust.

Next Generation Staffing & Recruitment is an Equal Opportunity Employer. Employment decisions are made without regard to legally protected characteristics, consistent with applicable federal, state, and local laws.

Company Description

Next Generation Recruitment & Staffing Agency, LLC is a growing workforce solutions firm connecting reliable talent with organizations across hospitality, events, professional services, and other high-volume industries. We combine responsive recruiting, strong client relationships, and disciplined workforce operations to help our clients meet changing staffing needs while creating meaningful employment opportunities for the people we serve.

Company Description

Next Generation Recruitment & Staffing Agency, LLC is a growing workforce solutions firm connecting reliable talent with organizations across hospitality, events, professional services, and other high-volume industries. We combine responsive recruiting, strong client relationships, and disciplined workforce operations to help our clients meet changing staffing needs while creating meaningful employment opportunities for the people we serve.