Hotel Operations Manager - Z Hotel New York

Palette Hotels•New York, NY

2d•Onsite

About The Position

The Operations Manager plays a hands-on role in delivering a seamless, high-quality guest experience at Z Hotel. This role supports day-to-day operations across Rooms, Housekeeping, and Engineering, ensuring service standards are consistently met, staff are supported on the floor, and operational issues are resolved quickly and effectively.

Requirements

2–4 years of hotel operations experience, ideally with some supervisory or shift-lead responsibility.
Working knowledge of Property Management Systems (PMS).
Strong problem-solving skills and the ability to stay calm and effective in a fast-paced environment.
Excellent communication and conflict-resolution skills with both guests and staff.
Ability to remain standing/walking for extended periods and move through all areas of the property (front and back of house).
Flexibility to work variable schedules, including evenings, weekends, and holidays.
Degree in Hospitality Management preferred, or equivalent work experience.

Responsibilities

Support Front Office and Housekeeping operations to ensure guest arrival/departure experiences are smooth and room cleanliness meets brand standards.
Partner with the Chief Engineer to help track preventative maintenance tasks and follow up on outstanding work orders.
Maintain a visible, active presence on the floor throughout the day, addressing guest concerns directly and supporting front-line staff during peak periods.
Assist in coordinating with third-party contractors and vendors as needed.
Act as a manager-on-duty during assigned shifts, handling guest issues, staff questions, and daily operational needs across departments.
Help ensure compliance with health, safety, and workplace regulations across all departments.
Review OTA channels and monitor for any discrepancies and adjust accordingly including accounts paid for by virtual credit cards.
Monitor daily labor and staffing levels against occupancy and business needs.
Support budget adherence by tracking departmental spending and flagging concerns to leadership.
Assist in preparing reports on operational performance, guest satisfaction scores, and staffing.
Month end reconciliation of guest accounts to ensure all are balanced.
Support scheduling and staffing coordination across departments.
Help onboard and train new hires alongside department heads.
Reinforce a culture of accountability, guest focus, and teamwork among front-line staff.
Serve as a point of escalation for staff and guest issues when department heads are unavailable.