Operations Supervisor Reports To:

General Manager Job Summary:

This is a working manager role that acts as the second-in-command to the GM and serves as Manager on Duty to ensure exceptional guest experiences, efficient staff performance, and adherence to brand and safety standards. This role supports multiple departments—primarily Front Desk and Housekeeping—to maintain smooth operation of the property and uphold a high level of cleanliness, service, and guest satisfaction. The ideal candidate is reliable, service-driven, and flexible, with the ability to Work front desk shifts (AM/PM Night) as part of regular rotation and covers call

• outs as needed.

Expected to cover one front desk shift per day, five days per week, while completing additional supervisory/administrative duties.

Key Responsibilities:

Guest Experience & Service Serve as the Manager on Duty (MOD) as scheduled, handling guest concerns and ensuring prompt, professional resolution. Support front desk operations, ensuring smooth check-in/check-out processes and adherence to brand service standards. Maintain a visible presence throughout the hotel, proactively identifying and addressing guest or property needs. Manage guest feedback and reviews, ensuring timely follow-up and effective service recovery.

SOP ownership:

Owns and enforces the

Property SOP's:

facts

• only ticketing( Issue→ Evidence→ SOP→ Action/Owner/ Due→ Ticket#) escalation tree, shift handoff list , payments/key controls, and guest
• recovery limits. Guest recovery cost controls with fast approvals: Authorized to comp up to $25 per incident; $25
• 50 with manager approval; third party or service
• outside control issues require GM approval.

All comps must be documented (ticket + brief reason) to enable faster approvals for higher amounts when warranted. Operational Oversight Supervise and assist with daily housekeeping operations to ensure room quality and cleanliness meet brand expectations. Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs. Coordinate with maintenance and other departments to resolve issues impacting guest satisfaction or safety. Ensure compliance with safety, security, and sanitation protocols. Team Leadership & Training Support the hiring, training, and coaching of front desk and housekeeping team members. Promote a positive, team-oriented work environment focused on service excellence. Monitor staff performance, attendance, and adherence to policies and appearance standards. Lead by example in professionalism, accountability, and guest service. Administrative Duties Assist with scheduling, payroll verification, and supply inventory (linens, amenities, cleaning materials). Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency. Support the implementation of operational policies and standard operating procedures. Maintain accurate documentation and ensure compliance with brand and local regulations.

Qualifications:

Minimum of 2 years of hotel experience, preferably in Front Desk or Housekeeping supervision. Strong leadership, communication, and problem-solving skills. Ability to manage guest issues with professionalism and empathy. Working knowledge of Choice

ADVANTAGE PMS

(preferred) or similar hotel systems. Open availability — must be able to work AM, PM, and Night Audit shifts, including weekends and holidays. Ability to stand for long periods and perform light physical duties as needed.

Compensation:

Pay:

$20

• 22/hr (non-exempt; OT eligible) Includes eligibility for performance-based incentives and hotel stay discounts through Choice Hotels.

Core Competencies:

Guest-Centric Mindset Leadership and Team Development Accountability and Reliability Problem Solving and Initiative Professional Communication Flexibility and Adaptability Growth path: Clear growth path to Assistant General Manager/ Operations Manager, and potential General Manager within the FHG portfolio, based on performance.