An Operations Manager manages operations for a specific area within a company or organization. Supervises staff, oversees quality control, process improvement, and budget management for daily work activities. Has significant authority within their area of responsibility such as hiring, training, and managing staff.
Assist the General Manager in managing the day-to-day operations of the hotel to ensure guest satisfaction, staff performance, and profitability. At a property this size, the Operations Manager typically has direct, hands-on oversight of multiple departments rather than working through department heads, and serves as the property's senior manager on duty in the GM's absence.
Core Responsibilities:
Oversee daily operations across Front Desk, Housekeeping, and Maintenance — often personally covering shifts or gaps in smaller-staffed departments Serve as Manager on Duty (MOD), including some nights, weekends, and holidays, given limited management bench strength Monitor and respond to guest reviews and satisfaction scores (IHG Voice), including resolving escalated complaints directly Manage staff scheduling, hiring, training, and discipline for front-line employees Track and control labor costs, supply costs, and other operating expenses against budget Ensure brand standard compliance for IHG audits/inspections — particularly important at older or lower-condition properties that may be under a Property Improvement Plan (PIP) or facing brand compliance scrutiny Coordinate with maintenance/engineering (often a single engineer or outside vendor at this size) on repair prioritization, especially for deferred maintenance issues common in older buildings Assist with basic revenue management input (room rates, OTA management) in coordination with the GM or ownership Ensure safety, security, and sanitation standards are met Step in for the General Manager during absences, handling escalations with ownership, vendors, and guests
Job Requirements Experience:
2-4 years of hotel operations experience, ideally with at least 1 year in a supervisory/management role Experience with limited-service or select-service properties preferred (this role is more "hands-on" than at larger full-service hotels) Multi-department experience (front office + housekeeping at minimum) is more valuable here than deep specialization in one area Experience with an IHG-franchised property or IHG systems (Opera/OnQ-equivalent
PMS, IHG
Merlin, brand standards) is a plus but not always required
Skills:
Strong problem-solving and multitasking ability — this role requires wearing several hats simultaneously Basic financial literacy: budgeting, labor cost management, P&L awareness Comfort with hands-on, physical tasks (assisting housekeeping, checking rooms, minor maintenance triage) since staffing may be thin Conflict resolution and de-escalation skills, especially for guest complaints related to property condition Comfortable working in an older or imperfect physical environment, and communicating proactively with ownership/GM about capital needs
Physical Requirements:
Frequent standing, walking throughout a 4-floor property (elevator reliability may be a factor at older buildings) Ability to lift up to 25 lbs Ability to work varied shifts including nights, weekends, and holidays
Education:
High school diploma required; Associate's or Bachelor's degree in Hospitality, Business.
Pay:
$45,000.00 - $60,000.00 per year
Benefits:
Dental insurance Employee discount Flexible spending account Health insurance Paid time off Vision insurance
