Head of Operations & Business Management

The Hotel Operations Manager is responsible for overseeing the day‑to‑day operations of the hotel to ensure exceptional guest service, operational efficiency, profitability, and compliance with company standards. This position works closely with department leaders to coordinate hotel operations, drive guest satisfaction, manage team performance, and support achievement of financial and operational goals.

Operations Management

Oversee daily hotel operations, including but not limited to Front Office & Housekeeping.

Ensure all departments operate efficiently and in accordance with brand standards, company policies, and hotel procedures.

Monitor service quality and guest satisfaction scores, implementing corrective actions as needed.

Conduct regular property inspections to ensure cleanliness, safety, and maintenance standards are maintained.

Leadership and Team Management

Assist with recruiting, onboarding, training, and development of hotel associates.

Provide ongoing feedback and coaching.

Ensure compliance with all company policies and procedures.

Financial Management

Monitor labor costs, productivity, expenses, and revenue performance.

Support inventory control, purchasing, and cost‑management initiatives.

Work collaboratively with the Controller and General Manager to achieve financial objectives.

Monitor guest feedback, online reviews, and satisfaction surveys.

Safety and Compliance

Assist with emergency response procedures and risk management initiatives.

Ensure compliance with brand requirements and quality assurance programs.

Performance Expectations

Compliance with brand and company standards.

Effective labor and expense management.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Minimum 3–5 years of hotel management or supervisory experience.

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Strong knowledge of hotel operations, guest services, housekeeping, maintenance, and food and beverage operations.

Ability to analyze operational and financial data and make informed decisions.

Proficiency with hotel property management systems (PMS), Microsoft Office, and reporting tools.

Ability to work flexible schedules, including weekends, holidays, and evenings as needed.