Operations Manager II

Position Summary

The Operations Manager II leads hotel operations during the afternoon and evening shifts at Aloft Rogers-Bentonville, ensuring consistent guest service, operational execution, brand compliance, and financial discipline. As the senior operational leader on property and Manager on Duty, this role works closely with the General Manager and department leaders across Front Office, Housekeeping, Engineering, and Food & Beverage. The Operations Manager II works opposite Operations Manager I, is highly visible in the operation, and steps directly into operational roles when business or staffing levels require.

What You'll Do

PM Operations and Guest Experience

• Serve as Manager on Duty, conducting property walks, monitoring lobby and public-area conditions, and addressing deficiencies before they affect the guest experience


• Oversee evening Front Desk operations, including arrivals, departures, room assignments, guest requests, billing concerns, Bonvoy recognition, and service recovery; work the Front Desk during peak periods, call-offs, or shortages


• Review guest feedback, surveys, and complaints; coach associates on service standards and act on recurring issues to support GSS and online reviews

Staffing, Labor, and Financial Controls

• Monitor staffing against occupancy and demand; control overtime and unnecessary labor by providing direct coverage rather than automatically adding labor


• Manage labor, supplies, and other controllable costs; understand departmental CPOR performance and help leadership identify and correct expense variances


• Stay aware of occupancy, ADR, sellouts, groups, and events; work with Front Office leadership to maximize available inventory and minimize lost-room revenue

Housekeeping, Engineering, and Food & Beverage

• Coordinate with Housekeeping on room status, late cleans, VIP rooms, and guest requests, keeping Housekeeping and Front Office communication accurate


• Monitor OOO/OOS rooms and work with Engineering to return inventory to service quickly; escalate significant maintenance, life-safety, or guest-impacting issues with proper documentation


• Provide operational leadership to evening Food & Beverage and the W XYZ Bar as needed, including service standards, staffing, guest concerns, cleanliness, and cash-control procedures

Associate Leadership, Compliance, and Safety

• Train, coach, counsel, and develop associates; reinforce attendance, appearance, service, and productivity expectations; document performance and partner with the General Manager and HR on corrective action


• Ensure adherence to Marriott/Aloft standards, PAH Management policies, cash handling, and safety procedures

• Respond to emergencies, accidents, and security concerns; complete incident documentation and escalate significant events immediately


• Complete a detailed MOD/shift report (guest issues, maintenance, staffing, incidents, OOO rooms, next-day follow-up) to ensure clear PM-to-AM communication

How Success Is Measured

• GSS improvement; Front Office execution; labor productivity; OOO reduction; brand compliance; associate accountability; expense control; and PM-to-AM communication

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, with strong Front Office experience including service recovery, billing, and cash handling


• Financial acumen, comfortable with labor management, expense control, and revenue awareness


• Excellent verbal and written communication skills 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 Arkansas

Preferred (not required):

• Prior Marriott experience, including familiarity with Aloft and Marriott brand standards and systems


• Food and beverage or bar operations experience, including cash control and responsible alcohol service

Work Environment and Physical Requirements

• This position is based on-site at Aloft Rogers-Bentonville, AR; requires the ability to sit, stand, walk, and move throughout the hotel for extended periods, including hands-on Front Desk coverage


• 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


• Primary schedule is afternoon and evening operations; flexibility for weekends, holidays, and extended coverage may be required

Our Benefits

• 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, child) Accident, Critical Illness, Hospital Indemnity • Hotel Stay Perks (Marriott, Hilton) • Educational Reimbursement • Paid Time Off • Manager in Training Program (where applicable)

About PAH Management

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.