Compensation

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

The Operations Manager is responsible for supporting the daily operation of the hotel and ensuring exceptional guest service, operational efficiency, and property standards are maintained. This role serves as a key operational leader and resource for all departments, with a strong focus on facilities, maintenance, life safety systems, and property condition.

The Operations Manager works closely with department leaders to ensure guest concerns, operational challenges, and maintenance needs are addressed promptly while maintaining compliance with company standards, brand requirements, and safety regulations.

Job Responsibilities:

• Monitor daily hotel operations to ensure service standards, cleanliness, safety, and guest satisfaction goals are achieved.
• Conduct regular property inspections of guest rooms, public spaces, back-of-house areas, and exterior grounds to identify operational or maintenance deficiencies.
• Partner with department leaders to resolve operational issues, improve efficiencies, and support a positive guest experience.
• Review guest feedback, service recovery reports, and customer satisfaction metrics and take action to address recurring concerns.
• Respond to guest complaints and operational issues in a timely and professional manner.
• Assist with daily room inventory management and operational readiness to maximize guest satisfaction and revenue opportunities.
• Serve as a primary point of contact for facility-related concerns and coordinate the resolution of maintenance issues throughout the property.
• Support preventive maintenance programs for guestrooms, public areas, building systems, and hotel equipment.
• Maintain a working knowledge of hotel building systems including HVAC, electrical, plumbing, life safety, kitchen, laundry, and pool equipment.
• Coordinate repairs with engineering staff and outside vendors to ensure timely completion of work.
• Assist with monitoring work orders, maintenance requests, and follow-up activities to ensure issues are resolved.
• Participate in routine inspections of life safety equipment and support emergency preparedness procedures.
• Promote a safe working environment and ensure compliance with company policies and applicable safety regulations.
• Identify opportunities to improve building efficiency, reduce maintenance issues, and support energy conservation initiatives.
• Maintain accurate operational records and communicate maintenance and operational concerns to appropriate departments.
• Provide operational support during high-occupancy periods, special events, and emergency situations.
• Communicate effectively with associates, guests, vendors, and management to ensure seamless hotel operations.
• Perform other duties as assigned.

Qualifications and Skills:

• Minimum of 2-3 years of hotel operations experience required.
• Previous experience in hotel engineering, maintenance, facilities management, or operations strongly preferred.
• Hospitality leadership or supervisory experience preferred but not required.
• Technical training, certifications, military training, or vocational education in HVAC, electrical, plumbing, or related trades is a plus.
• Maintain a professional appearance and manner at all times.
• Working knowledge of building systems including HVAC, plumbing, electrical, life safety, and general maintenance practices.
• Strong understanding of hotel operations and guest service standards.
• Strong problem-solving and organizational skills.
• Ability to manage multiple priorities and respond effectively in a fast-paced environment.
• Effective verbal and written communication skills.
• Proficiency with Microsoft Office and hotel operating systems.
• Ability to establish positive working relationships with guests, associates, and vendors.
• Ability to remain calm and make sound decisions during operational challenges or emergency situations.
• Ability to identify maintenance issues and coordinate appropriate corrective actions.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.