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Operations Manager

posted June 25, 2019

Hampton Inn & Suites National Harbor/Alexandria Area
Oxon Hill, MD
653601 l

About This Job


You love a role with variety and executing the plan to perfection! Operations Manager

The Operations Manager (OM) will hold similar duties to the Assistant General Manager, but have their focus directed to the Rooms and Housekeeping Division. The OM will lead the staff as coach and trainer in the proper execution of the Housekeeping, Laundry, and Maintenance standards, with a secondary focus on the Front Desk and Food Service standards. This includes the assessment of staff and property by “walking” the site and managing the team on a continual basis throughout the day. The Operations Manager will assist with the hiring of team members, managing performance, communicating feedback, administering discipline and training the team in successful performance of their jobs.  The OM provides effective guest service and is responsible for the total site in the absence of the General Manager and Assistant General Manager.

The Operations Manager:

  • Coaches and supports hotel team to effectively manage wages and controllable expenses.  Strives to maintain profit margins without compromising guest or team member satisfaction
  • Manages costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation.
  • Ensures service, technical skills and other training occurs throughout the property to support successful daily operations.
  • Ensures the cleanliness and functionality of of the rooms and entire building of the hotel.
  • Effectively runs and oversees the housekeeping department ensuring that it is run and operating effectively on a daily basis.
  • Reviews financial reports and statements to understand property’s performance versus budget and expenses.  Works to determine areas of concern and develops strategies to improve performance
  • Establishes and maintains open, collaborative relationships with direct reports and entire team.  Ensures direct reports do the same for their team.
  • Establishes a presence with team members on property and actively solicits team member feedback.  Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns.  Ensures team members are treated fairly and equitably.
  • Hires team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation
  • Fosters team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members
  • Demonstrates and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results
  • Serves as a guest advocate for the property.  Pulls together resources to resolve guest and operational issues and impact results
  • Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
  • Observes service behaviors of team members and provides feedback to individuals and/or supervisors. 
  • Reviews comment cards, guest survey results and other data to identify areas of improvement.  Reviews findings with hotel team and ensures appropriate action is taken
  • Analyzes service issues and identifies trends.  Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
  • Ensures that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations
  • Makes decisions and oversees team performance, removes obstacles to success and ensures adequate resources are available to achieve business results
  • Inspires and motivates teams to achieve operational excellence
  • Ensures policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate
  • Ensures property meets franchise standards
  • Ensures property is a safe and secure facility for guests and team members
  • Communicates and ensures execution of hotel emergency procedures


  • Previous experience in housekeeping is required.
  • Previous hotel Management experience preferred but not required.
  • Previous hotel leadership experience with proven success in leading teams is required
  • Proven success in guest service results
  • Ability to coach, train, praise and discipline employees effectively and consistently
  • College degree preferred but not required
  • Strong financial knowledge preferred
  • Valid driver’s license from the appropriate state
  • Drive for Results demonstrated through successful performance in prior leadership positions
  • Action Orientation to work efficiently and effectively toward operational objectives
  • Time Management skills to meet commitments across multiple departments and roles
  • Customer Focus to consistently deliver optimal employee and customer satisfaction for the hotel

About This Employer

Hampton Inn & Suites National Harbor/Alexandria Area

250 Waterfront St
Oxon Hill, MD 20745

(301) 567-3531

151 Room Hotel

Stay in our vibrant National Harbor, MD hotel.

Hampton Inn & Suites National Harbor/Alexandria Area hotel is located in the heart of National Harbor, less than 100 yards from the banks of the Potomac River. Enjoy our National Harbor hotel's convenient location, spacious suites and award-winning customer service.

Discover the area’s lively mix of shopping, dining, entertainment venues, special events throughout the year and large conferences and trade shows across the street at the Gaylord National Convention Center. Take a stroll down to the marina or ride the Capital Wheel with breathtaking skyline views. Enjoy easy access to Tanger Outlets, Joint Base Anacostia-Bolling and Joint Base Andrews Air Force Base by car. Reach Old Town Alexandria or Washington D.C. easily by water taxi.

After exploring the many attractions near our National Harbor hotel, retire to a spacious guest room or suite and unwind on a clean and fresh Hampton bed®. Our guest rooms provide ample space, comfortable furniture, work desks, free WiFi and 32-inch HDTVs. Upgrade to a suite and enjoy a separate sitting area and sofa bed. Begin your morning at our National Harbor hotel with our free hot breakfast or grab a Hampton’s On the Run™ Breakfast Bag on your way out the door. Stay active with a swim in our heated indoor pool or visit the 24-hour fitness center. Take advantage of our 24-hour business center, featuring desktop computers, free WiFi and a printer with fax and copy services.