Operations Manager

Job Title: Operations Manager (Hospitality)

Job Summary

The Operations Manager is responsible for overseeing the day-to-day operations of the hotel(s), ensuring efficient service delivery, guest satisfaction, staff productivity, and full compliance with company policies and regulatory requirements. This role works closely with General Managers and department heads to drive operational excellence, cost control, and revenue performance.

Key Responsibilities

1. Operational Oversight

• Supervise daily hotel operations across departments (Front Desk, Housekeeping, Maintenance, etc.)
• Ensure consistent service standards aligned with brand and company expectations
• Monitor occupancy, room readiness, and operational efficiency
• Conduct regular property walkthroughs and audits

2. Staff Management & Leadership

• Support recruitment, onboarding, and training of staff
• Monitor employee performance and enforce accountability
• Assist in scheduling to ensure proper staffing levels
• Address employee relations issues in coordination with HR

3. Payroll & Workforce Management

• Oversee timekeeping systems and payroll accuracy
• Review timesheets, overtime, and labor costs
• Ensure compliance with wage and hour laws (federal & state)
• Coordinate with payroll providers (e.g., Netchex, Innflow)

4. Financial & Cost Control

• Monitor labor costs, departmental expenses, and budgets
• Analyze reports (ADR, RevPAR, labor %, etc.)
• Identify cost-saving opportunities without compromising service

5. Compliance & Risk Management

• Ensure compliance with:
  • Federal and state labor laws
  • OSHA and workplace safety standards
  • Company policies and SOPs
• Oversee documentation (I-9, E-Verify, employee files, audits)
• Handle incident reporting and investigations

6. Guest Experience

• Resolve escalated guest complaints professionally
• Ensure high levels of guest satisfaction and online review scores
• Implement service improvement initiatives

7. Reporting & Communication

• Prepare and submit operational reports to leadership
• Communicate performance metrics and improvement plans
• Coordinate with General Managers across properties

Key Skills

• Leadership & team management
• Operational efficiency & multitasking
• Financial analysis & budgeting
• Compliance & attention to detail
• Strong communication and decision-making skills

Work Environment

• Multi-property or single property hotel environment
• May require weekends, holidays, and on-call availability
• Frequent on-site presence and property visits