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Operations Manager

Hyatt Place Cleveland/Lyndhurst/Legacy Village

24665 Cedar Road
Cleveland, OH 44124

Hotel de 135 Habitaciónes
Gestionado Por Concord Hospitality Enterprises
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Description

We are hiring an Operations Manager!

Responsibilities:

  •        Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
  •        Analyzes service issues and identify trends.
  •        Successfully works with department heads to ensure proper processes are being met.
  •        Communicates effectively any rising concerns to General Manager to keep property headed in positive direction.
  •        Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
  •        Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
  •        Monitors Rooms operations sales performance against budget.
  •        Reviews reports and financial statements to determine Rooms operations performance against budget.
  •        Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
  •        Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
  •        Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
  •        Develops systems to enable associates to understand guest satisfaction results.
  •        Communicates a clear and consistent message regarding departmental goals to produce desired results. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
  •        Responds to and handles guest problems and complaints.
  •        Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  •        Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
  •        Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
  •        Ensures associates are treated fairly and equitably.
  •        Oversees and ensures funds controls are appropriately being collected and dropped in accordance with company policy.
  •        Ensures that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).
  •        Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
  •        Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
  •        Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
  •        Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.
  •        Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
  •        Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
  •        Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

    Benefits:

    We offer competitive wages.  Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities. 

    Why Concord?

    Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Our associates are what our company is built on, and we are proud to recognize them for their hard work, dedication, and commitment to excellence. We value work life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist. Concord is built on 5 cornerstones: Quality, Integrity, Community, Profitability and FUN! Our associates say it best with our national company cheer heard throughout North America ---

    “We Are Concord!” We support diversity and inclusion through our mission to be a “Great Place to Work for All."

    Equal Opportunity Employer

    This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

    • Publicado 4 De Septiembre De 2026

    Acerca de Hyatt Place Cleveland/Lyndhurst/Legacy Village

    Enjoy the best of Lyndhurst

    The Hyatt Place Cleveland/Lyndhurst/Legacy Village is ideally located at Legacy Village, where you can shop, eat, and play. Whether it's business or pleasure that brings you to town, you'll find touches of comfort and convenience infused throughout your experience here.

    Acerca de Concord Hospitality Enterprises

    Careers and Hospitality Job Opportunities with Concord

    Concord Hospitality Enterprises Company is an award-winning hotel management and development company. Through the combined efforts of over 4,200 hard working and focused associates, Concord offers a unique blend of entrepreneurship, seasoned experience, innovation and technical excellence. These elements create a company equipped to produce above-standard returns, market sustainability and a partnership well worth investing in.

    Since Concord's inception in 1985, our success has been guided by our cornerstones: Quality, Integrity, Community, Profitability and Fun. These cornerstones are the indispensible and fundamental basis of our daily actions. Our commitment to these cornerstones has led us to be recognized as the respected hospitality company that we are.

    Concord is one of North America's largest hotel management and hotel development companies. Concord's passion for success has resulted in over twenty years of proven results as a hotel owner, manager, and developer of mid market and first class hotel properties. Concord's goal is to create value for its partners and associates by leveraging its operations, development, sales & marketing, technology, accounting, and management skills over its growing portfolio of first-class business hotels.

    Concord has experienced sustained growth of a remarkable 35% annually for three years in a row and with over half a billion in new hotel projects in the pipeline, that number is projected to increase noticeably. Additionally, Concord is expanding its portfolio through third party management contracts with leading brand partners such as Marriott, Hilton, Starwood, Choice and Intercontinental Hotels. These growth opportunities have presented themselves to Concord based on our strong relationships with investment partners.

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