Dual Hotel Operations Manager

PAH Management•Fort Wayne, IN

About The Position

The Dual Hotel Operations Manager is responsible for day-to-day operations at Homewood Suites by Hilton Fort Wayne and Hilton Garden Inn Fort Wayne. The role supports the General Manager in delivering exceptional guest experiences, maximizing financial performance, maintaining brand standards, and developing associates. The Operations Manager leads operating departments across both hotels to promote efficient execution, cost control, and consistent service excellence. The position oversees Front Office, Housekeeping, Breakfast/F&B, and Maintenance; provides hands-on operational support as Manager on Duty; and ensures compliance with Hilton standards, safety requirements, and company policies. It also supports budgeting, forecasting, labor and expense control, revenue initiatives, associate development, guest satisfaction, administrative reporting, and sales coordination. The role requires at least three years of hotel supervisory or management experience. Hilton brand experience, select-service and extended-stay operations experience, and previous experience as an Assistant General Manager, Operations Manager, or Department Head are preferred. The schedule may vary with business demands and includes flexibility to work weekends and holidays. Physical requirements include standing and walking for extended periods, lifting up to 25 pounds, and responding to emergencies.

Requirements

Minimum 3 years of hotel supervisory or management experience.
Strong understanding of hotel financial statements and labor management.
Excellent leadership, communication, and coaching abilities.
Ability to analyze operational data and implement improvement plans.
Strong guest service and problem-solving skills.
Ability to work flexible schedules, including weekends and holidays.
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds.
Ability to respond to emergencies and work varying shifts as business demands require.

Nice To Haves

Hilton brand experience.
Experience in select-service and extended-stay operations.
Previous experience as an Assistant General Manager, Operations Manager, or Department Head.
Knowledge of Hilton systems, including PEP and R&I, and Hilton brand standards.

Responsibilities

Oversee daily operations of the Front Office, Housekeeping, Breakfast/F&B, and Maintenance departments at both properties.
Serve as Manager on Duty and provide hands-on operational support.
Ensure compliance with Hilton brand standards, safety requirements, and company policies.
Maintain cleanliness, service quality, and property appearance.
Coordinate preventive maintenance programs and life-safety compliance.
Foster hospitality and guest engagement; promptly and professionally resolve guest concerns.
Monitor and improve guest satisfaction metrics, including Stay Experience scores and online reviews, and ensure proper guest recovery procedures.
Assist with budgeting and forecasting.
Monitor labor productivity and staffing levels based on occupancy; review payroll, overtime, and scheduling.
Control departmental expenses and identify cost-saving opportunities.
Support revenue initiatives to maximize occupancy, ADR, and RevPAR.
Recruit, train, coach, and develop associates and supervisors; conduct performance evaluations and disciplinary actions as needed.
Promote teamwork and employee engagement, and ensure training compliance and succession development.
Coordinate with Sales on group and transient operations, group arrivals, and special events.
Participate in revenue strategy discussions and support local business development and community involvement.
Review daily reports and operating metrics; maintain accurate inventories and departmental controls.
Maintain compliance with Hilton and company reporting requirements; participate in month-end and year-end processes.
Assist with purchasing and expense management.
Achieve guest satisfaction goals and service recovery metrics, maintain labor costs within forecast, and meet Hilton QA and brand standards.
Drive associate engagement and retention, improve profitability through expense control and operational efficiency, and maintain a safe and productive work environment.