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Hotel Operations Manager

Posted June 14, 2021

Fairfield Inn & Suites New York Midtown Manhattan/Penn Station
New York, NY
Fairfield Inn & Suites by Marriott allows guests to travel with confidence by giving them just what they need at an exceptional value. As a member of our team, you'll deliver outstanding service so travel is easy, comfortable, and productive for our guests. At the Fairfield Inn & Suites by Marriott

About This Job

We are looking for our next Operations Manager to can manage the day-to-day operations of the Front Desk, Rooms, Food and Beverage, and Events. Someone who understands brand standards and operations requirements for performance in each of the discipline areas. Coordinates scheduling and lead shifts across each discipline area depending on property needs. You will direct and work with associates to carry out guest arrival and departure procedures, support operational needs of the Restaurant, Bar, and other Food and Beverage Outlets. You will provide operational feedback to associates who work at the front desk, food and beverage, and housekeeping. You will monitor compliance with brand standards and legal obligations. You will lead shift teams to provide consistent, high-quality service. You will communicate performance expectations and train staff in processes, assist senior managers in the completion of financial and administrative duties and strive to continually improve guest/event and associate satisfaction and maximize financial performance.

Job Summary

Responsible for assisting in successfully executing all operations in the assigned hotel (including Human Resources, Front Office, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the hotel. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

Job Requirements

Leading Operations Team

  • Ensure facilities and brand standards are met at all times, including but not limited to cleanliness, SOPs, uniforms.
  • Ensures that goals are being translated to the team as they relate to the look/feel of the hotel, brand standards, guest tracking, efficiency, professionalism, professionalism, and productivity.
  • Creates and nurtures a property environment that emphasizes motivation, intelligence, empowerment, teamwork, continuous improvement, and a passion for providing service.
  • Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
  • Ensures that the team has the capabilities to meet expectations.
  • Leads by example demonstrating self-confidence, energy, and enthusiasm.
  • Assists employees in understanding guest's ever-changing needs and expectations, and exceeding them.

Managing Property Operations Function(s)

  • Publishes all guest satisfaction results in a timely fashion including all TripAdvisor, guest voice, and social media reviews.
  • Takes proactive approaches when dealing with guest concerns.
  • Extends professionalism and courtesy to guests at all times.
  • Communicates/updates all goals and results with employees.
  • Ensures efficiencies of rosters and accuracy of timesheets/plans year’s annual leaves/public holidays.
  • Ensure efficiency between updating of Payroll system and finance team.
  • Meets semiannually with staff on a one-to-one basis for performance reviews.
  • Assists/teaches and trains the team by scheduling training for brand standards and hotel-specific SOP training.
  • Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

  • Provides excellent customer service by being readily available/approachable for all guests.
  • Takes proactive approaches when dealing with guest concerns.
  • Extends professionalism and courtesy to guests at all times.
  • Responds timely to customer service department requests.
  • Ensures all team members meet or exceed all hospitality requirements.

Managing Profitability

  • Assists in performing required inspections and audits.
  • Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Conducting Human Resources Activities

  • Interviews and assists in making hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures orientations/onboarding for new team members are thorough and completed in a timely fashion.

General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail, and Recreation/Health Club).

Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.


  • At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
  • Previous supervisory responsibilities
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Long hours sometimes required.
  • Exerting up to 15 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain the confidentiality of information.
  • This position will support total hotel operations, with a primary focus on housekeeping.
  • Perform other duties as requested by the manager

compensation: 70,000


About this Employer

Fairfield Inn & Suites New York Midtown Manhattan/Penn Station

325 West 33rd Street
New York, NY 10001

(212) 563-0900

239 Room Hotel

Midtown West NYC – Penn Station & Madison Sq. Garden Hotel

The Fairfield Inn and Suites New York Midtown Manhattan hotel offers guests a true Big Apple experience from a convenient location near Penn Station and Madison Square Garden. Travelers looking for midtown hotels in NYC will enjoy the free daily breakfast buffet, free WiFi, spacious accommodations, as well as easy access to attractions such as the Empire State Building, Herald Square, Macy’s, The Javits Center, the High Line Park, and Times Square. Guests at our Penn Station hotel will enjoy our spacious rooms and suites, plush Marriott bedding, in-suite amenities, and south-facing views of the New York skyline. Business and leisure visitors will appreciate our location near multiple companies and conference venues in combination with our range of superior guest services and features, including our chic roof-top bar, outdoor patio, the 24-hour fitness center, and a 24-hour business center. Book your stay now for exclusive deals and offers!