MCIAS Operations Supervisor

Description

Operations Supervisor

Aloft Hotel Kansas City Country Club Plaza
Department: Operations
Reports To: General Manager
FLSA Status: Non-Exempt or Exempt (Based on Experience and Property Needs)

Position Summary

The Operations Supervisor is responsible for supporting the daily operations of the hotel while ensuring exceptional guest service, efficient team performance, and compliance with company and brand standards. This position serves as a hands-on leader, assisting multiple departments including Front Office, Housekeeping, Food & Beverage, and Guest Services to ensure seamless guest experience.

The Operations Supervisor acts as a leader on duty, responding to guest concerns, coaching associates, monitoring service standards, and supporting operational goals related to guest satisfaction, financial performance, and associate engagement.

Essential Duties and Responsibilities

Guest Service & Operations

• Provide visible leadership throughout the hotel and serve as Manager on Duty when assigned. 
• Ensure all guests receive exceptional service consistent with Marriott and Aloft brand standards. 
• Resolve guest concerns, complaints, and service recovery situations in a timely and professional manner. 
• Monitor daily hotel operations to ensure cleanliness, safety, and operational efficiency. 
• Conduct property walks and inspections to identify and address operational issues. 
• Support front desk operations, including check-in/check-out procedures when needed. 
• Ensure all guest requests are addressed promptly and professionally. 

Leadership & Team Development

• Lead, coach, and motivate associates to deliver outstanding service. 
• Provide directions and support to Front Desk, Housekeeping, Food & Beverage, and other operational teams. 
• Assist with training, onboarding, and performance coaching of associates. 
• Promote a positive and collaborative work environment. 
• Ensure associates adhere to company policies, procedures, and attendance expectations. 
• Participate in disciplinary discussions and documentation as needed. 

Financial & Administrative Responsibilities

• Monitor labor costs and staffing levels to support budget objectives. 
• Assist with payroll review, scheduling, and timecard approvals as assigned. 
• Support inventory management and supply ordering processes. 
• Identify opportunities to improve operational efficiency and reduce costs. 
• Assist leadership in achieving departmental and hotel financial goals. 

Safety & Compliance

• Ensure compliance with Marriott brand standards, company policies, and local regulations. 
• Promote a safe work environment and address safety concerns immediately. 
• Ensure proper handling of cash, keys, confidential information, and hotel assets. 
• Support emergency procedures and incident response efforts. 

Communication & Collaboration

• Maintain effective communication with all departments to ensure operational success. 
• Participate in leadership meetings and daily stand-up meetings. 
• Communicate operational challenges, staffing concerns, and guest issues to hotel leadership. 
• Foster teamwork and collaboration across all departments. 

Qualifications

Required

• High school diploma or equivalent. 
• Minimum one (1) year of hotel supervisory or leadership experience. 
• Strong customer service and conflict resolution skills. 
• Ability to work flexible schedules, including evenings, weekends, and holidays. 
• Strong organizational and time management skills. 
• Proficiency with hotel property management systems and Microsoft Office. 

Preferred

• Associate or bachelor’s degree in hospitality management, Business Administration, or related field. 
• Marriott brand experience. 
• Experience in Front Office, Housekeeping, or Food & Beverage operations. 
• Prior Manager on Duty experience. 

Knowledge, Skills & Abilities

• Strong leadership and decision-making skills. 
• Excellent verbal and written communication abilities. 
• Ability to multitask in a fast-paced hospitality environment. 
• Strong problem-solving and guest recovery skills. 
• Ability to maintain professionalism and composure under pressure. 
• Ability to build positive relationships with guests and associates. 

Physical Requirements

• Ability to stand and walk for extended periods. 
• Ability to lift to 25 pounds occasionally. 
• Ability to work in various areas of the hotel, including guest rooms, public spaces, and food & beverage outlets. 
• Ability to respond quickly to operational and guest service needs. 

Benefits

Eligible associates may receive:

• Medical, Dental, and Vision Insurance 
• Paid Time Off (PTO) 
• Holiday Pay 
• 401(k) Plan 
• Marriott Associate Travel Discounts 
• Employee Referral Program 
• Career Development Opportunities