Head of Operations **URGENT**

The Operations Manager is responsible for the day-to-day operational performance, with a focus on revenue generation, cost control, guest satisfaction, and associate development. The Operations Manager acts as a key member of the property's leadership team and serves as Manager on Duty as scheduled.

Essential Duties and Responsibilities

The following is a representative list of duties and is not exhaustive. Other duties may be assigned.

Operations Leadership

Provide visible, day-to-day leadership across hotel operations — including front office, housekeeping, maintenance, and food and beverage as applicable.

Serve as Manager on Duty (MOD) as scheduled, maintaining a guest-facing presence during peak periods and responding to escalated concerns with urgency and professionalism.

Ensure all associates are consistently attentive, friendly, courteous, and efficient in their interactions with guests, management, and fellow team members.

Ensure procedures for hotel safe security and monthly safe audits are followed.

Guest Experience

Drive guest satisfaction by ensuring associates consistently deliver brand-standard service at every touchpoint.

Be present in public areas during peak times, greeting guests and offering assistance as needed.

Respond to guest concerns and escalations with professionalism and urgency, resolving issues to the guest's satisfaction.

Associate Development

Lead departmental training in PAH Management service standards using the steps to effective training; hold managers accountable for associate development at every level.

Assist in creating a positive, team-oriented environment focused on the guest through associate motivation and recognition.

Ensure all associates receive fair and equitable treatment in accordance with PAH Management SOPs.

Monitor and manage financial performance — including monthly reforecast, line-by-line expense review, and accurate submission of financial documents to the Corporate Office per the accounting calendar.

Each month, forecast the hotel's financial position by estimating revenues and line-by-line expenses; analyze previous and projected data to generate an accurate reforecast.

Oversee daily Accounts Payable processing and ensure all invoices are handled accurately and on time.

Property and Compliance

Oversee reservations operations and ensure accuracy of hotel inventory and revenue management practices.

Ensure the physical property is clean, well-maintained, and safe through regular inspections and preventive maintenance coordination with department managers.

Ensure safety compliance in all areas; report incidents and concerns to the General Manager and Regional Director of Operations immediately.

Assist with vendor contract administration and coordinate with outside contractors as directed.

What You Bring

Required:

Minimum 3 years of progressive hotel operations experience, OR a 4-year degree with 2+ years of related experience, OR a 2-year degree with 3+ years of related experience.

Demonstrated ability to lead cross-functional hotel teams and drive operational results.

Strong financial acumen — comfortable with forecasting, reforecasting, and expense management.

Excellent communication skills — verbal and written — across all levels of associates and guests.

Ability to work a flexible schedule including evenings, weekends, and holidays.

Valid driver's license for the state of Louisiana.

Preferred:

Prior Marriott experience, including familiarity with FOSSE.

Extended-stay hotel operations background.

Familiarity with Marriott brand standards and systems.

Work Environment and Physical Requirements

This position is based on-site at Courtyard, Baton Rouge, LA.

Requires the ability to sit, stand, and move throughout the work area for extended periods.

Occasional lifting or carrying of materials up to 20 pounds.

Must maintain a professional appearance and wear a name tag in accordance with PAH standards.

Schedule may vary based on group and event needs; flexibility for occasional evenings or weekends may be required.

Compensation and Benefits

Compensation: PAH Management offers a competitive base salary/pay commensurate with experience.

Benefits include:

Medical, Dental, and Vision Insurance

Short-Term and Long-Term Disability

401(k) Retirement Plan

Term Life and AD&D Insurance

Employee Incentive Program

Voluntary Life Insurance (self, spouse, and child)

Hotel Stay Perks (Marriott and Hilton programs)

Accident, Critical Illness, and Hospital Indemnity Insurance

Educational Reimbursement

Paid Time Off

Manager in Training Program (where applicable)

About PAH

PAH Management is a Dallas-based hotel ownership and management company operating a portfolio of select-service properties across multiple states under Marriott and Hilton brands. We are dedicated to developing a culture that places associates first while becoming America's preferred hotel management company.

Equal Opportunity Employer

Phoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

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