Hotel Operations Manager (Front Office and F&B)

Schulte Companies•Saugerties, NY

11d

About The Position

AutoCamp is seeking a service-oriented Operations Manager to manage day-to-day clubhouse operations, with a focus on Guest Experience and Food & Beverage/Retail operations, while supporting guest programming and assisting with banquet and catering events as needed. The role guides team members in following company policies, standards, procedures, and regulations and promotes exceptional guest experiences and efficient operations. It is part of the Property Leadership Team and works closely with the General Manager, Assistant General Manager, department leads, and other teams. The manager oversees front desk and Food & Beverage/Retail teams; supervises guest services and reservations; serves as a point of contact for guest concerns; supports property activities; and helps maintain retail, rental, and food service operations. The position also includes hiring, onboarding, training, scheduling, payroll, team performance management, compliance, inventory, financial controls, and departmental administration. The position is full-time in a hospitality and outdoor resort environment, working across front desk, retail and food service areas, guest activity spaces, and outdoor locations. Scheduling must be flexible and may include mornings, evenings, overnights, weekends, and holidays. The manager must be available on the last day of each month. The role involves extended standing and walking, movement between property areas, frequent guest and team communication, repetitive service and stocking activities, and lifting at least 50 pounds. Varying weather and temperatures may be encountered.

Requirements

At least two years of equivalent experience in a boutique, lifestyle, or outdoor lodging environment.
Ability to provide warm, professional service while performing multiple guest-facing functions in a fast-paced hospitality environment.
Strong interpersonal and verbal communication skills.
Ability to remain composed, organized, and attentive to detail while prioritizing competing responsibilities.
Sound judgment, initiative, and practical problem-solving skills.
Ability to work independently and collaborate effectively with property leadership and other departments.
Comfort using property management systems, point-of-sale equipment, computers, and cloud-based applications.
Ability to meet applicable legal age, training, certification, or permit requirements before preparing or serving alcoholic beverages when assigned.
Ability to meet the scheduling and physical requirements of the role, with or without reasonable accommodation.
High school diploma, GED, some college, or equivalent.
Ability to stand and walk for extended periods, travel between property areas, reach, bend, and perform repetitive service, stocking, and setup movements.
Ability to lift at least 50 pounds and move supplies, merchandise, food and beverage products, and recreational equipment according to safety practices.
Availability to work flexible schedules that may include mornings, evenings, overnights, weekends, and holidays, and to work on the last day of each month.

Nice To Haves

Experience in front desk operations, food and beverage service, retail, recreation, or customer service.
Experience with Google Workspace, Microsoft 365, or similar cloud-based business applications.
Genuine interest in hospitality, guest service, and the outdoors.
A well-groomed appearance and keen outdoorsy style.
Thoroughness, attention to detail, excellent customer service, and creative problem-solving ability.

Responsibilities

Oversee the Front Desk and Food & Beverage/Retail teams and provide high-quality service to guests and team members.
Participate in weekly Property Leadership Team meetings and lead in a manner that embraces diversity.
Manage the property management system and associated technology, maintain system knowledge, and manage shift reporting.
Ensure AutoCamp standards, operating procedures, policies, emergency plans, and safety practices are understood and followed.
Report unusual occurrences to the Assistant General Manager and General Manager and complete compliance reports and forms as needed.
Develop and implement plans to improve guest satisfaction and team member performance; respond to and follow up on assigned guest care issues.
Communicate daily audits, controls, operations, and events to department leads, supervisors, and team members.
Supervise front desk operations, including check-in/check-out, pre-registration, room blocks, same-day reservations, and, when necessary, future reservations in accordance with rate structures and sales strategies.
Respond professionally and empathetically to guest inquiries, concerns, and escalations; record and close guest calls, comments, comment cards, and surveys; use reports and feedback to address recurring issues.
Complete shift-end and end-of-month tasks, including guest ledger review, applicable fee collection, inactive account balances, Hilton Honors redemptions, and inventories.
Support scheduled property programming and guest activities, including setup, breakdown, guest engagement, and facilitation of crafts, games, family programming, and other experiences.
Support Food & Beverage operations during busy periods by taking orders, serving, and assisting with preparation.
Ensure food safety, cleanliness, labeling, dating, and service standards comply with applicable regulations and company policies.
Maintain knowledge of menu items, prices, preparation, ingredients, and quality and presentation standards; monitor inventory and order products as appropriate.
Maintain current information in POS and automated software, conduct monthly inventory, train staff on POS and service procedures, review sales reports, account for transactions, and report tips.
Follow state liquor regulations, including restrictions on serving minors and intoxicated persons.
Keep the retail shop clean, appealing, and stocked; oversee displays, pricing, and inventory control; coordinate with the front desk on rentals and retail sales.
Interview, hire, onboard, train, and develop team members in job-specific, hospitality, communication, and organizational skills.
Create weekly schedules based on occupancy forecasts, obtain GM approval, post schedules on time, and update them as needed.
Ensure accurate time and attendance records, PTO entries, and meal-period compliance; resolve prior-shift discrepancies and submit payroll.
Supervise and evaluate team members, provide professional development and recognition, conduct counseling, and manage disciplinary matters compassionately and discreetly.
Support the GM and AGM with Human Resources issues and guide team members toward guest satisfaction and property business and financial goals.
Manage departmental financial performance in accordance with operating budgets, monitor monthly progress, and implement expense controls.
Manage group billing with GEPM and process departmental expense invoices, including inventory, PCard coding, and accounts payable.
Meet applicable legal age, training, certification, or permit requirements before preparing or serving alcoholic beverages when assigned.
Perform other duties consistent with the role's purpose and operational needs.

Benefits

Daily Pay: get paid today for work today.
Free telemedicine and virtual mental health care access for all associates starting day one.
Multiple health insurance and life insurance options.
401(k) plan with company match.
Paid parental leave.
Paid time off.
Holiday pay.
Pet insurance.
Employee Assistance Program.
Marketplace discounts on event tickets, electronics, gym memberships, and more.
Flexible work environment and opportunities for career growth and development.