Hotel Operations Manager

Meeting Street Inn (Charlestowne Hotels)•Charleston, SC

About The Position

The Hotel Operations Manager oversees, leads, and directs the hotel’s operational departments, including Guest Services, Housekeeping, Food & Beverage, Maintenance/Engineering, and Front Office. The role is responsible for aligning departments, maintaining high service standards, supporting financial performance, and promoting guest satisfaction across the property. The manager serves as Manager on Duty during designated shifts and reports directly to the General Manager. The position provides leadership and hands-on operational support, manages training, scheduling, labor, performance, guest concerns, safety, cleanliness, and interdepartmental coordination. The manager monitors budgets and cost controls, conducts property walk-throughs, completes daily MOD reports, and assists with projects and other duties as directed by the Director of Operations and General Manager. This is a fast-paced, guest-facing role involving frequent interaction with guests and hotel teams across front-of-house and back-of-house areas. The schedule varies and may include evenings, nights, weekends, holidays, and coverage of shifts as needed. The role involves extended periods of standing and walking, movement between floors and areas, occasional stair use, and occasional lifting, carrying, pushing, or pulling of items weighing 25–50 pounds.

Requirements

At least 2 years of experience as a Supervisor or Manager in a boutique hotel setting.
Experience at properties of similar size and quality.
Valid driver’s license to operate a motor vehicle.
Clear written and verbal communication, listening, service, and follow-up skills.
Strong technical skills, including computer and telephone skills.
Excellent time management and organizational skills.
Excellent safety and sanitation skills.
Listening, problem-solving, basic mathematical, and attention-to-detail skills.
Ability to lead by example, inspire and develop employees, work independently and as part of a team, and manage multiple tasks in a fast-paced environment.
Ability to read, speak, write, and understand English.
Ability to adapt to change, remain calm and professional, make quick decisions, and exercise good judgment.
Ability to work under varying weather conditions and a flexible schedule, including evenings, nights, weekends, and holidays.
Ability to work in a fast-paced, guest-facing environment with frequent interruptions and shifting priorities.
Ability to stand and walk for extended periods, move frequently between floors and areas, occasionally use stairs, and occasionally lift, carry, push, or pull 25–50 pounds.
Ability to bend, kneel, reach, and stretch frequently; communicate in person, by phone, and email; use a computer and office tools; and visually read documents, screens, reports, and signage and observe operational indicators.

Nice To Haves

Experience driving a manual transmission car.
Front Office Accounting experience.
Proficiency in Google Suite applications.

Responsibilities

Enforce hotel policies and procedures and maintain professionalism and decorum among staff.
Monitor inventory control and ordering procedures for Front Office and guest supplies.
Organize and deliver training for Guest Services, Housekeeping, Food & Beverage, and Engineering teams, and develop programs that promote service and follow-through.
Oversee scheduling and labor management across hotel operational departments.
Provide leadership and hands-on support to departments during peak periods or staffing shortages.
Coach, evaluate, and counsel department heads, supervisors, and front-line staff; document and communicate associate challenges.
Coach associates in resolving and de-escalating conflicts.
Coordinate communication among Front Office, Housekeeping, Engineering, and Food & Beverage.
Work with Housekeeping, Engineering, Catering, and Sales to support groups and special functions.
Welcome and escort VIPs and other guests.
Handle guest complaints professionally, identify root causes, and prevent recurrence of issues.
Complete a daily Manager on Duty report communicating guest opportunities and other information.
Participate in maintaining the cleanliness of hotel facilities.
Maintain relations with local, state, city, and federal police agencies and fire marshals.
Review safety and security issues and implement corrective actions; know and follow emergency procedures.
Conduct property walk-throughs at least twice daily.
Maintain an organized and calm approach and take ownership of successful hotel operations.
Monitor financial targets, operating budgets, and cost controls across operational divisions.
Serve as Manager on Duty and assist with projects and other duties as directed by the Director of Operations and General Manager.
Attend management training, make formal presentations using audio/visual aids when needed, and provide ongoing direction, coordination, and evaluation of operations.
Report safety hazards and suspicious persons or activities to appropriate personnel.
Work a varied schedule, including evenings, nights, weekends, and holidays, and cover shifts as operational demands require.