Job Summary: The Operations Manager is responsible for assisting the General Manager in the daily operation of the hotel while ensuring exceptional guest service, operational efficiency, and team performance. This position oversees Front Office operations and works collaboratively with Housekeeping, Engineering, Security, and other departments to maintain company standards. The Operations Manager serves as Manager on Duty as needed and supports sales, administrative functions, and special projects while helping drive guest satisfaction and overall hotel performance.

Essential Functions and Duties: 

• Ensure guests are greeted warmly, checked in efficiently, and allocated rooms promptly, providing an exceptional first impression that aligns with company standards. 

• Be readily available to handle guest complaints or issues, resolving them swiftly and professionally to ensure guest satisfaction and loyalty. 

• Oversee the cleanliness and maintenance of guest rooms and public areas, ensuring they meet company standards for quality and appearance. 

• Maximize room occupancy while adhering to established overbooking policies, working closely with the reservations team to ensure availability is optimized.

• Ensure effective communication and cooperation between front office, housekeeping, and other departments to maintain seamless operations and enhance guest experience. 

• Assist the General Manager in overseeing the daily operations of all hotel departments to ensure efficient and seamless hotel operations.

• Oversee the daily balancing of hotel accounts, ensuring accuracy in financial reporting and compliance with internal controls. 

• Conduct regular performance appraisals, provide ongoing staff training, and ensure that staffing levels are appropriate to maintain quality service. 

• Support operational planning and execution for group arrivals, VIP guests, special events, and high-occupancy periods.

• Partner with the Sales and Revenue teams to maximize occupancy, guest satisfaction, and revenue opportunities. 

• Complete all required reports and administrative tasks accurately and on time, ensuring data is prepared for management reviews. 

• Take responsibility as the Manager on Duty when required, overseeing the smooth operation of all hotel functions during your shift. 

• Identify opportunities to improve operational efficiency and implement process improvements.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• Previous supervisory or management experience preferred.

• Strong leadership and team development skills.

• Knowledge of revenue management principles and hotel financial reporting is a plus.

• Experience with Opera PMS or Opera Cloud preferred.

• Exceptional organizational and time-management skills, ensuring tasks are completed efficiently and accurately. 

• Proficiency in Microsoft Office Suite (Word, Excel, and Outlook) and hotel property management systems. 

• Excellent communication skills, both written and verbal, with the ability to engage guests, team members, and management. 

• Ability to handle stressful situations with a calm demeanor, demonstrating problem-solving skills. 

Work Environment: 

• Involves frequent interaction with guests, team members, and other departments in a busy hotel environment. 

• Exposure to various weather conditions while overseeing outdoor spaces and services when necessary. 

• Flexible work schedule, including evenings, weekends, and holidays, as required by hotel operations. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.  This position is expected to be a hands-on leader who is visible throughout the hotel, works across departments, and provides support wherever operational needs arise.