Operations Manager

JOB OVERVIEW

The Operations Manager is responsible for overseeing and ensuring the smooth daily operations of the hotel. This role requires leadership, strategic thinking, and hands-on management to maintain operational excellence, guest satisfaction, and adherence to brand standards. This role works closely with all departments and steps in to cover shifts as needed to ensure seamless hotel functioning.

DUTIES AND RESPONSIBILITIES

• Oversee daily hotel operations, including front desk, housekeeping, maintenance, food & beverage, and guest services
• Ensure compliance with Marriott brand standards, local regulations, and safety policies
• Monitor operational budgets, control costs, and identify opportunities for efficiency improvements
• Implement and maintain standard operating procedures across all departments
• Maintain exceptional guest satisfaction scores through proactive problem-solving and team leadership
• Respond to guest concerns, feedback, and complaints in a timely and professional manner
• Conduct regular inspections of rooms, public areas, and facilities to ensure high-quality standards
• Lead, train, and motivate departmental managers and staff to achieve operational goals
• Conduct performance evaluations and provide coaching to develop employee skills and growth
• Promote a culture of teamwork, accountability, and employee engagement
• Serve as a hands-on manager by covering shifts when necessary, including evenings, weekends, and holidays
• Provide operational support during high-volume periods and special events
• Oversee scheduling, payroll, and labor management for all departments
• Maintain accurate operational records and reports, including occupancy, revenue, and maintenance logs
• Collaborate with upper management to develop strategies for revenue growth and guest retention
• Perform other duties as assigned by management

QUALIFICATIONS AND REQUIREMENTS

Education & Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred; equivalent work experience considered
• Minimum of 2-5 years of progressive hotel operations or hospitality management experience
• Prior experience supervising multiple departments, preferably within a Marriott brand or similar hotel environment

Required Skills/Abilities

• Strong leadership and team management skills with the ability to motivate and develop staff
• Excellent guest service and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced hospitality environment
• Solid understanding of hotel operations, budgeting, and labor management
• Effective verbal and written communication skills
• High level of organization, attention to detail, and follow-through
• Flexibility to work varied shifts and cover operational needs as required

Schedule

The work schedule is based on the demands of the business you must be available days, nights, weekends, and/or holiday availability are required.

Physical, Mental and Environmental & Technical Demands

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. Must be able to maneuver around property. Must be able to sit, walk and stand for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process. 

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities.   To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.