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Hotel Operations Manager

2 months ago

Oak Creek, Wisconsin, United States TownePlace Suites - Oak Creek Full time
About Us:

TownePlace Suites by Marriott—Oak Creek is a leading extended-stay hotel brand offering spacious suites with home-like comforts such as full kitchens and flexible workspaces. Our Oak Creek location is known for delivering exceptional service and maintaining high standards for our guests and team members.

Job Summary:

We seek a motivated, customer-focused Hotel Operations Manager to join our dynamic and vibrant team. The Hotel Operations Manager will assist the General Manager in overseeing all aspects of hotel operations to deliver exceptional guest experiences. This hands-on leadership role requires a proactive approach to problem-solving, staff management, and maintaining the highest levels of service quality.

Key Responsibilities:
  • Operations Management:
    • Support the General Manager in all areas of hotel operations, including front desk, housekeeping, maintenance, food & beverage, and sales.
    • Oversee the daily operation to ensure that all functions are running smoothly, including monitoring guest arrivals and departures.
    • Conduct regular property inspections to ensure cleanliness, maintenance, and compliance with brand standards.
    • Develop and implement operating procedures and ensure adherence to company policies.
  • Guest Experience:
    • Lead the team in delivering outstanding guest service, addressing feedback, and resolving issues promptly.
    • Manage and monitor guest reviews (e.g., TripAdvisor, Google) and take appropriate actions to improve guest satisfaction scores.
    • Maintain a visible presence during peak times, interacting with guests and assisting in any service recovery situations.
  • Staff Leadership and Development:
    • Assist in hiring, training, and mentoring staff to uphold brand standards and deliver quality service.
    • Create staff schedules to ensure adequate coverage and efficiency across all departments.
    • Conducted performance evaluations, provided coaching, and supported staff development.
    • Lead by example, setting the tone for professionalism, accountability, and a positive team culture.
  • Financial Management:
    • Assist the General Manager in developing and executing the property's budget and financial goals.
    • Analyze revenue reports and implement strategies to maximize occupancy, average daily rate (ADR), and revenue per available room (RevPAR).
    • Monitor expenses, control costs, and optimize labor management.
    • Assist with end-of-month financial reconciliations and reporting.
  • Compliance & Safety:
    • Ensure compliance with all Marriott brand standards, including safety, cleanliness, and operational procedures.
    • Manage risk management, including safety training, emergency response protocols, and compliance with local health and safety regulations.
    • Conduct regular audits and inspections to maintain the highest service and operational standards.
  • Reporting & Communication:
    • Prepare reports on operational performance, guest satisfaction, and employee metrics for review by the General Manager.
    • Communicate effectively with all department heads to ensure alignment on goals and operational priorities.
    • Serve as Acting General Manager in the General Manager's absence, taking on all key responsibilities as needed.
    Requirements:
    • 2+ years of hotel management experience, preferably in an extended-stay property.
    • Strong leadership and interpersonal skills.
    • Ability to manage multiple priorities in a fast-paced environment.
    • Proficiency in hotel management systems and Microsoft Office.
    • Excellent communication and problem-solving skills.
    • Strong financial acumen and business sense.
    • Flexible schedule with availability to work evenings, weekends, and holidays as needed.

We look forward to welcoming a passionate and dedicated leader.