Operations Manager

The Operations Manager is responsible for overseeing the day-to-day operations of the hotel(s), ensuring efficient service delivery, guest satisfaction, staff productivity, and full compliance with company policies and regulatory requirements. This role works closely with General Managers and department heads to drive operational excellence, cost control, and revenue performance.

Supervise daily hotel operations across departments (Front Desk, Housekeeping, Maintenance, etc.)

Ensure consistent service standards aligned with brand and company expectations

Monitor occupancy, room readiness, and operational efficiency

Conduct regular property walkthroughs and audits

Support recruitment, onboarding, and training of staff

Monitor employee performance and enforce accountability

Assist in scheduling to ensure proper staffing levels

Address employee relations issues in coordination with HR

Oversee timekeeping systems and payroll accuracy

Review timesheets, overtime, and labor costs

Ensure compliance with wage and hour laws (federal & state)

Coordinate with payroll providers (e.g., Netchex, Innflow)

Monitor labor costs, departmental expenses, and budgets

Analyze reports (ADR, RevPAR, labor %, etc.)

Identify cost-saving opportunities without compromising service

Ensure compliance with: Federal and state labor laws OSHA and workplace safety standards Company policies and SOPs

Federal and state labor laws

OSHA and workplace safety standards

Company policies and SOPs

Oversee documentation (I-9, E-Verify, employee files, audits)

Handle incident reporting and investigations

Resolve escalated guest complaints professionally

Ensure high levels of guest satisfaction and online review scores

Implement service improvement initiatives

Prepare and submit operational reports to leadership

Communicate performance metrics and improvement plans

Coordinate with General Managers across properties

Multi-property or single property hotel environment

May require weekends, holidays, and on-call availability

Frequent on-site presence and property visits