Hotel Operations Manager

Job description
A Multi-Hotel Operations Manager for select-service hotels is a strategic and results-oriented leader responsible for overseeing the daily operations, financial performance, and guest satisfaction across a portfolio of select-service hotel properties. This role requires a blend of strong leadership, business acumen, and a deep understanding of hospitality best practices to ensure consistent excellence and profitability across all assigned hotels.

Here's a comprehensive job description:

Job Title: Multi-Hotel Operations Manager (Select Service Hotels)

Reports To: Vice President of Operations

Job Summary: The Multi-Hotel Operations Manager is responsible for the overall operational efficiency, financial performance, guest satisfaction, and brand compliance of multiple select-service hotels. This role involves providing strategic direction, leadership, and support to General Managers and their teams at each property, ensuring adherence to company standards, maximizing profitability, and delivering exceptional guest experiences.

Key Responsibilities:

1. Operational Excellence Brand Standards:
• Oversee and ensure consistent application of operational policies, procedures, and brand standards across all assigned hotels.
• Conduct regular property visits and audits to assess operational efficiency, cleanliness, maintenance, and guest service levels.
• Identify areas for improvement and implement corrective actions to enhance overall operations and guest satisfaction.
• Ensure all hotels comply with health, safety, and security regulations.
• Drive continuous improvement initiatives and best practices across the portfolio.

2. Financial Performance Revenue Management:
• Collaborate with General Managers to develop and manage annual budgets, financial forecasts, and capital expenditure plans for each property.
• Monitor key financial metrics (occupancy, ADR, RevPAR, GOP, labor costs, etc.) and analyze performance against targets.
• Implement strategies to maximize revenue, control expenses, and optimize profitability for each hotel.
• Review and approve purchasing decisions, ensuring cost-effectiveness and quality.
• Identify opportunities for cost savings and operational efficiencies without compromising guest experience.

3. Team Leadership Development:
• Provide strong leadership, mentorship, and guidance to General Managers and their hotel teams.
• Recruit, train, and develop high-performing General Managers, fostering a culture of accountability, teamwork, and excellence.
• Conduct performance evaluations, set clear objectives, and provide constructive feedback to GMs.
• Support GMs in managing their staff, including hiring, training, scheduling, and performance management.
• Promote a positive work environment that encourages employee engagement, retention, and professional growth.

4. Guest Experience Satisfaction:
• Champion a guest-centric culture across all hotels, ensuring exceptional service delivery.
• Monitor guest feedback, online reviews, and satisfaction scores, and work with GMs to address issues and implement service recovery protocols.
• Develop and implement strategies to enhance the overall guest experience, leading to improved loyalty and repeat business.
• Handle escalated guest complaints and ensure timely and effective resolution.

5. Sales Marketing Support:
• Collaborate with sales and marketing teams to develop and execute local market strategies that drive occupancy and revenue.
• Understand market trends, competitive landscape, and demand generators to inform operational and pricing decisions.
• Support GMs in building strong relationships with local businesses, corporate clients, and community organizations.

6. Facilities Management Maintenance:
• Oversee the physical condition of all properties, ensuring proper maintenance, preventative maintenance programs, and timely repairs.
• Approve and monitor capital improvement projects to maintain asset value and enhance guest appeal.
• Ensure all facilities meet brand standards for appearance and functionality.

7. Reporting Communication:
• Prepare regular operational and financial reports for executive leadership, highlighting performance, challenges, and opportunities.
• Communicate effectively with General Managers, corporate teams, and owners regarding property performance, initiatives, and concerns.
• Participate in corporate meetings and contribute to strategic planning.

Qualifications:
• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Experience:
• Minimum of 5 years of progressive leadership experience in hotel operations, with a significant portion in select-service hotels.
• Proven experience managing multiple properties simultaneously.
• Demonstrated track record of achieving financial targets and improving guest satisfaction scores.
• Skills: Opera PMS, Hotel Effectiveness, Quore, Sharepoint, Outlook
• Strong Leadership: Ability to inspire, motivate, and develop teams remotely and in person.
• Financial Acumen: Proficient in budgeting, forecasting, PL analysis, and cost control.
• Operational Expertise: Deep understanding of all hotel departments (Front Office, Housekeeping, Maintenance, Sales).
• Problem-Solving: Excellent analytical and critical thinking skills to identify issues and implement effective solutions.
• Communication: Exceptional verbal and written communication skills for interacting with staff, guests, owners, and corporate leadership.
• Organizational Time Management: Ability to manage multiple priorities and deadlines across different locations.
• Customer Service Excellence: Passion for delivering outstanding guest experiences.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and respond to unexpected challenges.
• Technology Proficiency: Familiarity with Property Management Systems (PMS), revenue management software, and other hospitality-related technologies.
• Travel: Ability to travel frequently between assigned properties.

Job Type: Full-time

Pay: $50,550.00 - $53,694.00 per year

Schedule:
• Day shift
• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person Read more