Hotel Operations Manager

Role Purpose

As Operations Manager, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximize financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community.

Key Accountabilities

People 

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance.
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently.
• Recommend or initiate any HR elated actions where needed.
• Drive a great working environment for teams to thrive – connect departments to create sense of one team.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the Senior Operations Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Financial 

• Help the Senior Operations Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments. 
• Monitor and report variances against budget and control labor costs and other expenses.  
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports. 

Guest Experience

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner. 
• Review guest feedback and implement strategies for continuous improvement. 
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests. 
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities.

Responsible Business 

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts. 
• Comply with federal, state and local laws regarding health, safety and alcohol services. 
• Maintain a focus and commitment to operating a “green” hotel. 
• Perform other duties as assigned. May also serve as manager on duty.

Key Skills & Experiences

• Three years of guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience.
• Previous experience in a hotel of similar size and complexity preferred.
• Must speak fluent English.
• Union management experience is preferred.

The salary range for this role $67,000-77,000 USD annual. This range is only applicable for jobs to be performed in New York City, NY. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. *This job is also eligible for bonus pay.