Operations Manager

City, State:

Title: Operations Manager

Location: City, State

FLSA: Exempt/Non-Exempt

Status: Part-time, full-time, seasonal, on-call.

Reports to: General Manager

Supervises: Front Office Department

Pay Range: Enter hourly rate range or salary range depending on position

Job Summary: The Operations Manager is responsible for the day-to-day and long-term management of hotel guest reception, reservations, and housekeeping services, ensuring exceptional guest satisfaction. This role works closely with the General Manager to maintain operational efficiency, exceeding expectations in service delivery, while managing hotel staff and supporting the housekeeping department in the absence of the Housekeeping Manager.

Essential Functions and Duties:

• Ensure guests are greeted warmly, checked in efficiently, and allocated rooms promptly, providing an exceptional first impression that aligns with company standards.

• Be readily available to handle guest complaints or issues, resolving them swiftly and professionally to ensure guest satisfaction and loyalty.

• Oversee the cleanliness and maintenance of guest rooms and public areas, ensuring they meet company standards for quality and appearance.

• Maximize room occupancy while adhering to established overbooking policies, working closely with the reservations team to ensure availability is optimized.

• Ensure effective communication and cooperation between front office, housekeeping, and other departments to maintain seamless operations and enhance guest experience.

• Ensure all charges are correctly posted to guest accounts and that credit control procedures are strictly followed, with no bills exceeding limits without prior approval.

• Oversee the daily balancing of hotel accounts, ensuring accuracy in financial reporting and compliance with internal controls.

• Conduct regular performance appraisals, provide ongoing staff training, and ensure that staffing levels are appropriate to maintain quality service.

• Ensure maximum security for guests and their belongings, particularly for items left in safety deposit boxes, and manage hotel entrance accessibility at all times.

• Supervise efficient luggage delivery and collection, ensuring guest services are handled promptly and courteously, including inquiries and bookings.

• Complete all required reports and administrative tasks accurately and on time, ensuring data is prepared for management reviews.

• Take responsibility as the Manager on Duty when required, overseeing the smooth operation of all hotel functions during your shift.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• Two years of Front Desk experience in the hospitality industry, with a proven ability to manage high guest traffic and maintain service standards.

• Associates Degree in hospitality management or a related field preferred.

• Strong multitasking skills with the ability to work in a fast-paced environment.

• Exceptional organizational and time-management skills, ensuring tasks are completed efficiently and accurately.

• Proficiency in Microsoft Office Suite (Word, Excel, and Outlook) and hotel property management systems.

• Excellent communication skills, both written and verbal, with the ability to engage guests, team members, and management.

• Ability to handle stressful situations with a calm demeanor, demonstrating problem-solving skills.

Work Environment:

• The role requires standing and walking for extended periods.

• Involves frequent interaction with guests, team members, and other departments in a busy hotel environment.

• Exposure to various weather conditions while overseeing outdoor spaces and services when necessary.

• Must be able to lift up to 20 lbs. and occasionally carry objects weighing up to 10 lbs.

• Flexible work schedule, including evenings, weekends, and holidays, as required by hotel operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.