Operations Supervisor

We’re seeking an individual who embodies the luxury lifestyle experience. The ideal candidate is passionate about creating unique, authentic guest experiences and fostering a culture of exceptional service and design. This role requires flexibility, leadership, and a commitment to maintaining high standards across both front office and housekeeping operations. The Operations Supervisor reports directly to AFOM, Assistant Executive Housekeeper, Director of Front Office, Executive Housekeeper and Director of Culture and Guest Experience

Essential Duties/Tasks/Responsibilities

· Oversee daily operations for Front Office and Housekeeping to ensure efficiency, profitability, and superior guest satisfaction.

· Inspect guest rooms and public spaces, ensuring quality and addressing deficiencies promptly.

· Manage inventory of supplies and equipment; report needs and maintain stock for smooth operations.

· Schedule and assign work, conduct pre-shift meetings, and monitor team performance across both departments.

· Respond to guest inquiries and resolve issues quickly and professionally, supporting team members as needed.

· Ensure accurate coding of labor and assist with labor cost analysis and reporting; utilize property management systems for operational oversight.

· Maintain safety standards and compliance throughout all areas.

· Complete daily checklists, ensuring all tasks are completed and information is relayed to the next Manager on duty.

· Support reservation calls, check voicemails, and handle administrative tasks as needed.

· Participate in daily stand-up, departmental meetings, and ongoing training initiatives; communicate updates to team members.

· Collaborate with other departments to resolve operational challenges and enhance overall guest experience.

All other duties as assigned by leadership

Supervisory Responsibilities:

• The Operations Supervisor provides leadership and direction to team members within the culture and policies of Thompson Hotel, ensuring accountability and performance excellence. Direct reports may include: Housekeeping Inspectors, Attendants, Housepersons, Public Area Attendants
• Front Office Agents, Concierge, Bell/Guest Services and Transportation Specialists

Knowledge/ Skills

·         To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

·         Strategic business leader - Works strategically to devise plans in alignment with organizational goals.

·         Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.

·         Generates alignment - Ensures proper time and effort is spent to build high-level performance and consistency throughout collection.

·         Leads with courage - Provides a culture of accountability.

·         Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals

·         Strong level of written, verbal, and interpersonal communication skills.

·         Ability to prioritize and organize work assignments

·         Ability to balance a variety of tasks while maintaining the highest of quality standards

·         Ability to read and recognize various tools and chemicals used throughout the cleaning process

·         Comprehensive knowledge of a safe work environment

·         Advanced level of written, verbal, and interpersonal communication skills.

·         Ability to implement and uphold service standards

·         Ability to prioritize and organize work assignments

·         Ability to work well in stressful, high-pressure situations

Minimum Qualifications

·         High school diploma or General Education Degree

·         1+ years of relevant work experience in similar scope and title

·         Experience within luxury brand/markets

Work Environment/Conditions

·         Must be comfortable working in a shared space, with constant noise, without the use of a private office.

·         Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.

Physical Demands

·         While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.

·         Push, pull, and lift up to 50lbs on a weekly basis.