Head of Operations & Business Management

At Margaritaville Hotel Nashville, we're all about creating a welcoming, relaxed, and memorable experience for every guest. The Operations Excellence Manager plays an important role in bringing that experience to life by ensuring brand standards, service expectations, and operational procedures are consistently upheld across all hotel departments.

This position works closely with department leaders and associates throughout the property to observe daily operations, identify opportunities for improvement, reinforce brand standards, and provide hands-on coaching and training. From the first guest greeting to the final details of a guestroom, dining experience, or event, the Operations Excellence Manager helps ensure that every touchpoint reflects the quality, consistency, and genuine hospitality our brand promises.

Rather than simply identifying what needs to be corrected, the Operations Excellence Manager partners with department leaders to understand challenges, develop practical solutions, and ensure improvements are successfully implemented and maintained.

It means building confident, knowledgeable teams, strengthening operational consistency, improving the guest experience, and creating a culture where every associate understands its role in delivering the Margaritaville experience.

Brand Standards & Quality Assurance

Maintain a thorough understanding of Margaritaville brand standards, hotel policies, departmental procedures, and service expectations across all areas of the property.

Conduct regular operational walkthroughs and internal quality audits across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Engineering, Sales, and other hotel departments as needed.

Observe daily operations, guest interactions, and departmental processes to ensure brand standards and established procedures are consistently followed.

Evaluate key guest touchpoints, including arrival and departure, guestroom cleanliness and readiness, public area presentation, dining and beverage service, event execution, associate appearance, and overall guest experience.

Identify opportunities for improvement, document findings, and communicate recommendations clearly and constructively to the appropriate department leaders.

Monitor recurring audit findings, guest feedback, and quality trends to identify areas requiring additional attention or operational support.

Assist with preparation for external brand inspections, quality assurance reviews, mystery shops, and other applicable evaluations.

Recognize departments and associates who consistently demonstratestrong performance and a commitment to brand standards.

Operational Excellence & Continuous Improvement

Review and help maintain departmental standard operating procedures (SOPs), checklists, reference materials, and other tools used to support consistent execution.

Bring forward recurring operational challenges, resource needs, and opportunities for improvement to the General Manager and appropriate department leaders.

Support the implementation of new brand initiatives, operational procedures, and service enhancements across the property.

Training, Coaching & Team Development

Partner with department leaders to identify training needs based on audit results, guest feedback, observed performance, and operational priorities.

Provide hands-on coaching and guidance to associates and supervisors to reinforce brand standards, service expectations, and proper procedures.

Develop and facilitate short, practical training sessions tailored to departmental needs and day-to-day responsibilities.

Support department leaders in strengthening onboarding, cross-training, refresher training, and ongoing associate development.

Help establish consistent training practices and support designated departmental trainers in delivering accurate, effective instruction.

Assist with maintaining current training materials, SOPs, job-task checklists, and other resources used to communicate expectations.

Partner with department leaders to address performance gaps through coaching, additional training, and appropriate follow-up.

Work alongside departmental teams to reinforce expectations while respecting each leader's responsibility for their department's performance and results.

Attend department meetings, daily briefings, and pre-shift meetings as appropriate to support consistent communication and implementation of standards.

Keep the General Manager informed of significant findings, recurring concerns, progress on action plans, and opportunities to strengthen hotel operations.

Collaborate with People & Culture on training initiatives, associate development, and performance concerns when appropriate.

Communicate findings and recommendations professionally, maintaining confidentiality when addressing individual performance or sensitive operational matters.

Exercise sound judgment in determining when an issue can be resolved through coaching and collaboration and when additional leadership involvement is necessary.

Guest Experience & Brand Representation

Champion the Margaritaville brand experience by promoting warm, genuine hospitality and consistent service across every department.

Review guest feedback, service recovery trends, and quality results to identify opportunities for improvement.

Help foster a culture where associates understand that every role contributes to the guest experience, whether guest-facing or behind the scenes.

Minimum of three years of hotel operations experience, with demonstrated knowledge of hotel service standards and day-to-day operations.

Experience in training, coaching, quality assurance, operational improvement, or a comparable leadership or supervisory capacity.

Strong understanding of guest service principles and the importance of consistent brand execution.

Strong organizational skills, attention to detail, and the ability to manage multiple priorities across departments.

Effective written and verbal communication skills, including the ability to document findings and communicate recommendations clearly.

Proficiency with Microsoft Office or comparable business applications.

High school diploma or equivalent required.

Previous experience working within a nationally recognized hotel brand and familiarity with brand standards or quality assurance programs.

Experience conducting operational audits, preparing for brand inspections, or implementing corrective action plans.

Training, coaching, or adult-learning experience.

Associate or bachelor's degree in hospitality management, business administration, or a related field.

Success in this role will be reflected in measurable improvements in hotel operations and the guest experience, including:

Consistent adherence to Margaritaville brand standards and hotel operating procedures across departments.

Improved results on internal audits, external brand evaluations, and applicable quality assurance assessments.

Timely completion and sustained implementation of corrective action plans.

Increased associate understanding of brand standards, service expectations, and departmental procedures.

Stronger departmental training practices and greater confidence among associates and supervisors.

This is an on-property, hands-on position that requires frequent movement throughout the hotel, including guest floors, public spaces, kitchens, food and beverage outlets, meeting and event spaces, back-of-house areas, and other operational locations.

The position requires the ability to spend extended periods walking or standing, observe active hotel operations, and work a flexible schedule that may include early mornings, evenings, weekends, and holidays based on business needs.

#