Operations Manager

Position Summary

The Hotel Operations Manager supports the General Manager in overseeing daily hotel operations, with a primary focus on front desk, housekeeping, breakfast service, and coordination with maintenance. This hands-on leadership position helps ensure exceptional guest service, clean and well-maintained facilities, efficient operations, and compliance with Hilton brand standards and company policies.

The ideal candidate is an organized, approachable leader who takes ownership, develops team members, and follows through on guest and operational concerns.

Key Responsibilities

Daily Operations

• Oversee daily hotel operations and provide leadership across departments.
• Maintain a visible presence throughout the hotel, particularly during peak business hours.
• Review arrivals, departures, occupancy, room availability, and special requests to prepare the team for each day.
• Coordinate with housekeeping and maintenance to ensure rooms are clean, inspected, functional, and ready for guests.
• Serve as manager on duty and oversee property operations in the General Manager’s absence.
• Identify operational issues and follow through until they are resolved.

Guest Experience

• Deliver welcoming, professional service and model Hilton’s hospitality standards.
• Address guest concerns promptly, document resolutions, and follow up as appropriate.
• Monitor guest feedback and help implement actions to improve satisfaction scores.
• Support Hilton Honors recognition, enrollment, and benefit delivery.
• Ensure guest requests and important information are communicated between departments and shifts.

Team Leadership

• Assist with recruiting, interviewing, onboarding, and training team members.
• Coach employees on service expectations, job responsibilities, and company policies.
• Help prepare schedules that balance business needs, service levels, and labor budgets.
• Monitor attendance, performance, and completion of assigned duties.
• Assist the General Manager with performance evaluations and corrective action.
• Promote teamwork, accountability, and a respectful work environment.
• Provide hands-on departmental coverage when needed.

Quality, Cleanliness, and Maintenance

• Conduct routine inspections of guest rooms, public areas, and back-of-house spaces.
• Follow up on cleanliness concerns, room deficiencies, and maintenance work orders.
• Support preventive maintenance and timely resolution of out-of-order rooms.
• Help prepare for brand quality assurance inspections and track corrective actions.
• Monitor breakfast presentation, cleanliness, inventory, and food-handling practices.

Financial and Administrative Support

• Monitor labor hours, departmental supplies, and operating expenses.
• Assist with inventory counts, purchasing, and cost control.
• Support accurate reservations, guest billing, cash handling, and shift reporting.
• Review operational reports and communicate discrepancies to the General Manager.
• Help execute group room blocks, special billing arrangements, and negotiated account requirements.
• Protect guest information and maintain accurate operational records.

Safety and Security

• Follow and reinforce hotel safety, security, and emergency procedures.
• Report hazards, incidents, and equipment concerns promptly.
• Ensure incidents are documented and escalated appropriately.
• Support required safety training and inspections.

Qualifications

• Previous hotel supervisory or management experience required; experience in front office or rooms operations preferred.
• Experience with Hilton brands and hotel property management systems preferred.
• Ability to lead teams, resolve guest concerns, and manage competing priorities.
• Strong communication, organizational, and problem-solving skills.
• Working knowledge of housekeeping standards, scheduling, labor control, and basic hotel financial reports.
• Comfortable using email, Microsoft Excel, and hotel operating systems.
• High school diploma or equivalent required; hospitality education or related training preferred.

Schedule and Work Requirements

• Flexible availability, including mornings, evenings, weekends, nights and holidays.
• Ability to respond to urgent operational needs and participate in manager-on-duty coverage.
• Ability to work throughout the property, including standing and walking for extended periods, inspecting rooms, and assisting departments as needed, with reasonable accommodation.

Benefits:

• Employee discount
• Paid time off

Work Location: In person