Operations Manager

Position Summary

The Operations Manager at Holiday Inn Express is responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest satisfaction, operational efficiency, employee performance, and profitability.

This position works closely with the General Manager to maintain brand standards, manage hotel departments, control expenses, and ensure compliance with IHG (InterContinental Hotels Group) policies and procedures.

The Operations Manager helps create a welcoming, clean, safe, and comfortable environment for guests while leading the hotel team to deliver consistent service and achieve business objectives.

Essential Duties and Responsibilities1. Daily Hotel Operations

• Oversee daily operations of the front desk, housekeeping, breakfast service, maintenance, and other hotel functions.
• Ensure all departments operate efficiently and meet Holiday Inn Express and IHG brand standards.
• Monitor room availability, occupancy levels, arrivals, departures, and room readiness.
• Ensure proper execution of opening, closing, shift-change, and daily operational procedures.
• Assist the General Manager with scheduling, staffing, and operational planning.

2. Guest Service and Satisfaction

• Ensure guests receive friendly, professional, and timely service throughout their stay.
• Resolve guest complaints and service issues promptly and professionally.
• Monitor guest feedback, online reviews, and satisfaction scores.
• Identify opportunities to improve the guest experience and encourage repeat business.
• Ensure guest requests, service recovery, and loyalty-program expectations are handled appropriately.

3. Team Leadership and Employee Development

• Supervise department leaders, supervisors, and hotel associates.
• Assist with recruiting, interviewing, onboarding, training, and employee development.
• Prepare and manage staff schedules according to occupancy, business needs, and labor budgets.
• Conduct performance reviews, coach employees, and address performance concerns.
• Promote teamwork, accountability, communication, and a positive workplace culture.

4. Housekeeping and Facility Standards

• Monitor room cleanliness, public areas, laundry operations, and housekeeping productivity.
• Conduct routine inspections of guest rooms and common areas.
• Coordinate with maintenance to ensure timely completion of repairs and preventive maintenance.
• Ensure the hotel meets cleanliness, safety, and quality requirements.
• Track room-status discrepancies and work with housekeeping and the front desk to maintain accurate room availability.

5. Financial and Revenue Management

• Assist in monitoring departmental budgets, labor costs, supply expenses, and overall hotel profitability.
• Review daily revenue, occupancy, average daily rate (ADR), and revenue per available room (RevPAR).
• Identify opportunities to reduce unnecessary expenses without compromising guest satisfaction.
• Monitor payroll, purchasing, inventory, and operating supplies.
• Support revenue-management strategies, rate integrity, and occupancy goals in coordination with the General Manager and revenue-management team.

6. Breakfast and Food Service Operations

• Oversee breakfast service to ensure food quality, presentation, cleanliness, and timely replenishment.
• Ensure breakfast associates follow food safety, sanitation, and applicable health regulations.
• Monitor food inventory, waste, ordering, and supply costs.
• Ensure breakfast areas are properly staffed and ready for service.

7. Safety, Security, and Compliance

• Enforce hotel safety, security, emergency-response, and incident-reporting procedures.
• Ensure compliance with applicable labor laws, health regulations, accessibility requirements, and company policies.
• Maintain accurate operational records, reports, and documentation.
• Support fire safety inspections, emergency drills, and risk-management initiatives.
• Protect guest privacy, hotel assets, employee safety, and confidential business information.

8. Reporting and Communication

• Communicate regularly with the General Manager regarding hotel performance, staffing, guest concerns, and operational challenges.
• Attend management meetings and provide departmental updates.
• Review daily operating reports and identify areas requiring corrective action.
• Coordinate communication between shifts and departments to ensure smooth hotel operations.
• Assist with audits, inspections, brand-quality assessments, and implementation of improvement plans.

Qualifications and Requirements

• High school diploma or equivalent required; a degree in hospitality management, business administration, or a related field is preferred.
• Previous hotel operations or hospitality management experience required.
• Supervisory or management experience in a hotel environment strongly preferred.
• Knowledge of front desk operations, housekeeping, guest services, budgeting, and hotel procedures.
• Familiarity with hotel property-management systems (PMS), scheduling tools, and Microsoft Office.
• Strong leadership, communication, problem-solving, and organizational skills.
• Ability to work flexible hours, including weekends, holidays, and occasional overnight shifts.
• Ability to respond to emergencies and operational issues outside normal business hours as required.

Key Performance Indicators (KPIs)

The Operations Manager may be evaluated on the following performance measures:

• Guest satisfaction scores and online guest reviews.
• IHG brand-standard and quality-assurance results.
• Occupancy, ADR, and RevPAR performance.
• Labor costs and departmental expense control.
• Housekeeping inspection scores and room-readiness times.
• Employee retention, attendance, and training completion.
• Maintenance response times and outstanding work orders.
• Breakfast quality, food safety, and guest feedback.
• Compliance with safety procedures and operational policies.

Reporting Structure

• Reports to: General Manager
• Directly supervises: Department supervisors and associates, as assigned.
• Works closely with: Front desk, housekeeping, maintenance, breakfast service, sales, revenue management, and other hotel leadership personnel.

Work Environment and Physical Requirements

• Primarily works in a hotel environment, including guest rooms, front desk areas, breakfast facilities, offices, and back-of-house spaces.
• Requires frequent walking and standing throughout the property.
• May require lifting or moving supplies within applicable safety limits.
• Must be able to respond to guest needs and operational emergencies promptly.
• May require a flexible schedule based on hotel occupancy and business demands.

Overall Expectations

The Operations Manager is expected to lead by example, maintain high service standards, develop a dependable team, protect hotel assets, and support the General Manager in achieving the hotel's financial and operational goals. Success in this position means delivering a consistent Holiday Inn Express guest experience while maintaining a safe, clean, efficient, and profitable property.

Note:ThisisageneraljobdescriptiontailoredtoatypicalHolidayInnExpressproperty.Actualdutiesandqualificationsmayvarydependingonthehotel'sownership,staffingstructure,andspecificIHGrequirements.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Employee discount

Work Location: In person