Hotel Operations Manager

Hotel Operations Manager Job Description

Overview

The Hotel Operations Manager oversees the daily performance and long-term success of the Front Office and Housekeeping departments. This role ensures service excellence, operational efficiency, and alignment with the hotels core values, Excellence, Pride, Connection, Progress, and Leadership, while supporting the General Manager in achieving guest satisfaction, financial goals, and team development.

Primary Responsibilities

Operational Leadership

Daily Tasks

• Direct the day-to-day operations of the Front Office and Housekeeping teams.
• Conduct morning walkthroughs to inspect guest rooms, public spaces, and back-of-house areas for cleanliness, maintenance, and safety compliance.
• Review daily arrivals, VIPs, and group blocks to ensure readiness and personalized service.
• Manage staffing levels and task assignments to meet operational demands.
• Ensure operating systems (PMS, key systems, radios, etc.) and equipment function properly.

Monthly Tasks

• Evaluate departmental performance and adjust SOPs as needed.
• Conduct monthly safety and quality inspections with Engineering and the GM.
• Review productivity reports and recommend labor or process improvements.

Guest Experience & Service Recovery

Daily Tasks

• Monitor guest satisfaction through surveys, online reviews, and in-person feedback.
• Respond promptly to guest concerns or escalations with professionalism and empathy.
• Ensure all associates follow service standards for greetings, name usage, and problem resolution.

Monthly Tasks

• Analyze guest feedback trends and develop action plans for continuous improvement.
• Conduct service recovery training for associates and supervisors.
• Prepare a monthly guest satisfaction summary for review with leadership.

Financial & Performance Management

Daily Tasks

• Review labor hours, payroll accuracy, and cost controls for assigned departments.
• Identify opportunities to increase revenue through upselling or service enhancements.
• Verify daily reports for accuracy in room revenue, occupancy, and rate performance.

Monthly Tasks

• Assist the GM with budget tracking, forecasting, and P&L review.
• Analyze expense variances and develop strategies to improve profitability.
• Participate in monthly financial meetings to report on departmental results.

Team Development & Culture

Daily Tasks

• Support recruitment, onboarding, and on-the-job training for all staff members.
• Provide ongoing coaching and feedback to ensure consistent service and performance.
• Recognize exceptional associate performance and reinforce company values.

Monthly Tasks

• Conduct monthly team meetings to communicate hotel goals, performance, and updates.
• Lead performance evaluations and development planning for supervisors.
• Facilitate cross-departmental collaboration initiatives to strengthen teamwork.

Facilities, Safety & Compliance

Daily Tasks

• Partner with Engineering to report maintenance needs and track work orders.
• Ensure safety protocols and cleanliness standards are followed in all guest and employee areas.
• Monitor inventory of cleaning supplies, linens, and operating equipment.

Monthly Tasks

• Review and update preventive maintenance schedules.
• Conduct monthly safety audits and ensure corrective actions are completed.
• Maintain compliance with health, fire, and OSHA regulations.

University & Community Relations

Daily Tasks

• Collaborate with university departments and student programs to support ongoing initiatives.
• Assist in the coordination of campus-related guest stays, VIP visits, and special events.

Monthly Tasks

• Represent the property at university and community functions as assigned.
• Foster partnerships that enhance visibility and strengthen the Inns connection with Elon University.

Job Requirements

• College degree and three years of related experience in hotel operations
• Previous experience in hotels is required; Must have housekeeping and front office experience.
• Strong verbal and written communication skills
• Significant attention to detail
• Computer skills required experience with RoomKey, Profit Sword, M3, Microsoft Office, Google Suite, and inventory control measure is preferred.