Hotel Operations Manager

*Operations Manager*POSITION PURPOSEThe Operations Manager is responsible for providing an exceptional experience to every guest while maximizing hotel profitability. This position ensures plans, implements and controls effective departmental strategies that drive results in addition to leading, training, coaching, engaging and providing feedback to all operations staff and supervisors on a daily basis.Work Schedule: Work schedule varies based on business levels. Flexible hours and weekend work requiredESSENTIAL FUNCTIONSReasonable Accommodations StatementTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.SUPERVISORY RESPONSIBILITIES – If ApplicableParticipates in training new employees.Oversees the daily workflow of assigned employees.Provides constructive and timely performance feedback to employees.Participates in discipline of employees in accordance with company policy.Responsibilities:Understands and abides by all safety protocols.Willingly embrace last-minute changes in direction and unexpected changes in operational plan.Performs other duties as assigned.Maintains positive guest relations at all times.Create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed.Anticipate guests’ and employees’ needs and respond promptly.Promote positive guest relations at all times.Ensure that the guest experience is pleasant and positive from arrival through departure.Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.Ensure all operations staff and supervisors are properly trained to standards and able to carry out the operations of each department.Work closely with department supervisors to develop them both personally and professionally.Ensure that all guest complaints regarding service and/or accommodations are investigated and resolved.Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted.Establish standards for personnel performance and customer service.Review work procedures and operational problems to determine ways to improve service, performance, cleanliness and safety.Assist the Assistant General Manager and General Manager with the following employee relations activities: organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.Provide Leadership / Mentoring to operations staff.Maintain complete knowledge of all operations department policies/service procedures.Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:Staffing - numbers, appearance, attitudeOperational cleanliness and maintenanceService - appearance, merchandising, attitudeGeneral crispness, quality and consistency of operationStorage areas - organization, cleanliness, inventories and care of equipmentReview and respond to daily operational demands as it relates to the hotel.Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.Monitor security of public areas of the hotel.Establish par levels for supplies and equipment.Conduct pre-shift meeting to review information pertinent today’s business.SKILLS AND ABILITIESEducation/Experience High School Graduate or General Education Degree (GED): or 5 Years’ Work EquivalentBachelor’s Degree preferred. Computer skills. Familiarity with Microsoft Office preferred.Certificates & Licenses: Responsible Alcohol Beverage Service Certification required. Food Handlers Certification (If applicable).PHYSICAL DEMANDSList the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.O - (Occasionally) Position requires this activity up to 33% of the timeF - (Frequently) Position requires this activity from 33% - 66% of the timeC - (Constantly) Position requires this activity more than 66% of the timeN - (Not Applicable) Activity is not applicable to this positionPhysical DemandsLift/CarryStandC (Constantly)10 lbs. or lessF (Frequently)WalkC (Constantly)11-20 lbs.F (Frequently)SitO (Occasionally)21-50 lbs.O (Occasionally)Repetitive motion of Hands, Wrists and FingersC (Constantly)51-100 lbs.O (Occasionally)Reach OutwardC (Constantly)Over 100 lbs.O (Occasionally)Reach Above ShoulderF (Frequently)ClimbO (Occasionally)Push/PullCrawlO (Occasionally)12 lbs. or lessO (Occasionally)Squat or KneelF (Frequently)13-25 lbs.O (Occasionally)BendF (Frequently)26-40 lbs.O (Occasionally)41-100 lbs.O (Occasionally)Over 100 lbs.O (Occasionally)SAFETY REQUIREMENTSCrestline adheres to all federal, state, and local specific contagion prevention regulations. Use of personal protective equipment (PPE) is required while performing work duties as well as while in common hotel areas. PPE includes:* Gloves* Masks* Use of partitions (where appropriate)Position will be trained in the proper use and care of assigned PPE. Generally, the hotel provides all required PPE. This position is responsible for reporting defective, damaged, or lost PPE, or equipment that does not fit properly, to their manager. All employees will be trained on our contagion prevention procedures and must confirm receipt of learning.NOTICE:The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, due to the nature of the hotel business, a service-centric atmosphere must always be projected.Join our team as an Operations Manager where you will play a pivotal role in driving our success through effective management and innovative strategies.Job Type: Full-timePay: $50,000.00 - $55,000.00 per yearBenefits:* 401(k)* Dental insurance* Employee discount* Health insurance* Life insurance* Paid time off* Vision insuranceSchedule:* 8 hour shift* Day shift* Evening shift* Holidays* Night shift* Overnight shift* Weekends as neededWork Location: In person

Created: 2025-08-12