Operations Manager

Company Description Graduate by Hilton New Haven is a uniquely designed hotel located in the heart of downtown New Haven, Connecticut, offering guests a distinct stay rooted in the city’s history, culture, and collegiate spirit. Situated near Yale University and surrounded by local restaurants, shops, and arts venues, the hotel serves university visitors, business travelers, event attendees, and leisure guests. Its thoughtfully designed guest rooms and welcoming common areas highlight the character of New Haven while delivering the comfort, service, and reliability associated with Hilton. Guests enjoy a strong sense of place, warm hospitality, and convenient access to the experiences that make New Haven memorable.

Role Description The Operations Manager is a full-time, on-site role based at Graduate by Hilton New Haven in New Haven, CT. This role oversees day-to-day hotel operations, including front desk, housekeeping, and guest services, to ensure a consistently high level of service and operational efficiency. The Operations Manager coordinates staffing and scheduling, monitors service standards, and maintains quality and safety protocols throughout the property. This position collaborates with department leaders to manage budgets, optimize workflows, and resolve operational issues promptly. The Operations Manager also supports training initiatives, leads by example on the floor, and contributes to continuous improvement of guest satisfaction and team performance.

Qualifications

• Experience managing hotel or hospitality operations, including oversight of front desk, housekeeping, and guest services.
• Strong leadership and team management abilities, with experience supervising, coaching, and developing staff.
• Proficiency in operational planning, scheduling, and resource allocation to maintain efficient daily workflows.
• Solid understanding of customer service best practices and guest experience enhancement in a hotel environment.
• Ability to monitor and manage budgets, control costs, and use performance metrics to guide operational decisions.
• Competence with hotel management systems, reservation platforms, and basic office software tools.
• Excellent communication, problem-solving, and conflict-resolution skills, with the ability to make sound decisions under pressure.
• Knowledge of safety, security, and compliance standards relevant to hotel operations.
• Prior hospitality or hotel management experience preferred; bachelor’s degree in hospitality management, business, or a related field is beneficial.
• Willingness and ability to work on-site in New Haven, CT, including weekends, evenings, and holidays as business needs require

The Operations Manager is responsible for all aspects of operations specifically, but not limited to Front Office, Food & Beverage, and Housekeeping, at the hotel and provides guest service to our hotel guests, direction to team members, support to the General Manager.

Managers and coordinates hotels activities to obtain optimum efficiency and economy of operations, and maximize full potential with a balanced focus on hotels mission, guests, employees and owner’s satisfaction.

OPERATIONS MANAGERS DUTIES AND RESPONSIBILITIES:

• Assist the General Manager in their day-to-day operation.
• Helps to ensure adherence to hotel policies and established operating procedures, by team members.
• Provides training to staff and ensure all required Hilton training standards are met.
• Monitor and respond to guest feedback/surveys/reviews, by way of Stay Scores/SEP, Expedia, Trip advisor, and other OTA social media sites.
• Receives and resolves or assists the General Manager in resolving guest complaints and service recovery process.
• Participate in the MOD (Manager on Duty) program.
• Assists in the hiring/selection of hotel staff and completes all new hire paperwork. Must maintain confidentiality.
• Review employee performance and conducts personnel actions such as disciplinary actions and terminations, if needed.
• Assist the General Manager during Morning Standup/Huddle meetings or conducts the Department morning meetings, in the absence of General Manager.
• Adheres to all Brand and company procedures and regulations, as well as standard operating procedures.
• Ensure full compliance to the hotel’s operating controls, SOP’s, policies, procedures and service standards.
• Ensures the objectives and goals to achieve brand positioning and success.
• Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
• Assist GM in key property issues including capital projects, customer service and refurbishment, if needed.
• Perform daily, weekly and monthly property inspections.
• Ensure property, grounds, physical plant and work areas maintained to standard.
• Some or all of the team members are part of the Collective Bargaining Unit. Therefore, you will need to familiarize yourself with the Union contract terms and conditions, and manage and hold the team members accountable, accordingly.
• You may also be called upon to participate and/or handle grievance cases and/or other hearings.
• Builds strong working relationships and communications with hotel staff, managers, and all departments to ensure maximum operating effectiveness and fulfilment of special event need.
• Monitor maintenance progress by ensuring the PM Program is in place and inspecting completed PMs.
• Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
• Provide effective leadership to hotel team members.
• Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
• Assist the GM in in all aspects of business planning.
• Must be available 24/7 in case to respond to any guest or employee emergencies.
• Respond to audits to ensure continual improvement is achieved.
• All Other duties as assigned by the General Manager or Management.
• Must Have Front Desk and/or housekeeping experience at the Supervisory level or more in a hotel setting.

…….   Graduate by Hilton New haven is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability or veteran status.