Operations Manager

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest service, operational efficiency, profitability, and compliance with company standards. This position works closely with department leaders to coordinate hotel operations, drive guest satisfaction, manage team performance, and support achievement of financial and operational goals.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Essential Duties and Responsibilities

Operations Management

• Oversee daily hotel operations, including but not limited to Front Office & Housekeeping.
• Ensure all departments operate efficiently and in accordance with brand standards, company policies, and hotel procedures.
• Monitor service quality and guest satisfaction scores, implementing corrective actions as needed.
• Conduct regular property inspections to ensure cleanliness, safety, and maintenance standards are maintained.
• Resolve guest concerns and service recovery issues in a professional and timely manner.

Leadership and Team Management

• Supervise, coach, and support department managers and supervisors.
• Assist with recruiting, onboarding, training, and development of hotel associates.
• Promote a positive work environment that encourages teamwork, accountability, and guest-focused service.
• Provide ongoing feedback and coaching.
• Ensure compliance with all company policies and procedures.

Financial Management

• Monitor labor costs, productivity, expenses, and revenue performance.
• Review daily, weekly, and monthly operational reports and identify opportunities for improvement.
• Support inventory control, purchasing, and cost-management initiatives.
• Work collaboratively with the Controller and General Manager to achieve financial objectives.

Guest Experience

• Ensure exceptional guest service standards are consistently delivered.
• Monitor guest feedback, online reviews, and satisfaction surveys.
• Implement action plans to improve guest experience and service scores.
• Maintain visible leadership presence throughout the hotel.

Safety and Compliance

• Maintain adherence to health, safety, and security standards.
• Assist with emergency response procedures and risk management initiatives.

Ensure compliance with brand requirements and quality assurance programs.

Performance Expectations

• Achievement of guest satisfaction goals.
• Compliance with brand and company standards.
• Effective labor and expense management.
• Successful leadership and development of team members.
• Maintenance of a safe, clean, and operationally efficient hotel environment.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Qualifications

• Minimum 3–5 years of hotel management or supervisory experience.
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Strong knowledge of hotel operations, guest services, housekeeping, maintenance, and food and beverage operations.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze operational and financial data and make informed decisions.
• Proficiency with hotel property management systems (PMS), Microsoft Office, and reporting tools.
• Ability to work flexible schedules, including weekends, holidays, and evenings as needed.

Physical Requirements

• Ability to walk and stand for extended periods.
• Ability to move throughout all hotel areas.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to respond to emergency situations as needed.

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.