What are the responsibilities and job description for the Hotel Operations Manager position at Rayland Hotel?
The Operations Manager is a hands‑on leader responsible for day‑to‑day hotel operations, community sales activity, and team leadership to ensure an exceptional guest experience in a boutique environment. They partner closely with the General Manager to drive revenue, strengthen neighborhood relationships, and uphold brand standards across rooms, front office, housekeeping, and food & beverage.
Key Responsibilities
Key Responsibilities
- Oversee daily operations of front desk, housekeeping, and other assigned departments to ensure smooth, efficient service.
- Maintain high standards of cleanliness, safety, and ambiance throughout guestrooms and public spaces.
- Act as on‑property host, engaging guests, resolving issues promptly, and ensuring elevated, personalized service.
- Serve as Manager on Duty as scheduled, making real‑time decisions to protect guest satisfaction and hotel performance.
- Build and maintain strong relationships with local businesses, community organizations, and neighborhood partners to drive room nights and restaurant traffic.
- Represent the hotel at local events and networking functions to increase visibility and strengthen the brand’s presence.
- Collaborate with sales/marketing to execute local offers, packages, and partnerships that appeal to the surrounding community.
- Monitor community feedback and online reviews and work with the team on service improvements and reputation management.
- Lead by example as a visible, driven leader on the floor, modeling hospitality‑minded behavior and guest‑first decision making.
- Recruit, train, coach, and schedule team members to ensure adequate coverage and consistent service standards.
- Foster a positive, inclusive work environment aligned with boutique brand values and community culture.
- Hold staff accountable for performance and conduct, providing ongoing feedback, recognition, and support.
- Assist Company Leadership with wage and expense management, helping maintain budgeted labor and controllable costs.
- Support implementation of operational SOPs, brand standards, and compliance requirements (safety, health, and HR policies).
- Identify operational efficiencies and service enhancements that improve guest satisfaction and profitability.
- Participate in reporting and analysis (occupancy, ADR, RevPAR, guest satisfaction scores) and act on trends.
Qualifications
- 2–4 years of hotel or hospitality operations experience, preferably in a boutique or lifestyle property.
- Proven track record as a driven leader in a guest‑facing, service‑intensive environment.
- Strong community or local‑sales orientation: comfortable networking, building partnerships, and representing the hotel in public settings.
- Restaurant or food & beverage background strongly preferred; ability to collaborate closely with F&B leadership on service, standards, and guest experience.
- Excellent communication, problem‑solving, and conflict‑resolution skills.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as business demands.
- Proficiency with common hotel systems (PMS, POS) and basic reporting tools.
Employee Benefits
- Medical, dental, and vision benefits
- 401K plan and company match
- Paid time off
- Parking available
- Company discounts