Hotel Operations Manager

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 throughout the property. The Hotel Operations Manager serves as Manager on Duty during designated shifts and reports directly to the General Manager. The position provides operational leadership across departments, including staff training, scheduling and labor management, coaching and performance evaluations, inventory oversight, interdepartmental coordination, guest issue resolution, and monitoring operating budgets and cost controls. It also supports safety, security, cleanliness, emergency readiness, and smooth execution of groups and special functions. The role requires a flexible schedule that may include evenings, nights, weekends, and holidays, as well as covering shifts when operationally needed. The work takes place in a fast-paced, guest-facing hotel setting, across front-of-house and back-of-house areas. The position involves frequent interaction with guests and cross-department teams, regular standing and walking, movement between floors and areas, and occasional lifting or carrying items weighing 25–50 pounds.

Requirements

At least 2 years of experience as a Supervisor or Manager in a boutique hotel setting.
Valid driver’s license to operate a motor vehicle.
Experience at properties of similar size and quality.
Proven record of improving guest service and satisfaction.
Clear, concise written and verbal communication and excellent listening skills.
Strong service, follow-up, technical, computer, and telephone skills.
Strong time-management and organizational skills.
Excellent safety and sanitation skills, problem-solving skills, and attention to detail.
Basic mathematical skills.
Ability to sell concepts and ideas, present technical subjects, and create formal presentations using audio/visual aids.
Ability to lead by example, inspire and develop people, and work both independently and as part of a team.
Ability to multitask in a fast-paced environment, adapt to change, remain calm and professional, and make sound decisions quickly.
Ability to read, speak, write, and understand English.
Ability to work a flexible schedule, including evenings, nights, weekends, and holidays, and under varying weather conditions.
Ability to meet the physical demands of the role, including extended standing and walking, frequent movement between floors and areas, occasional stair use, lifting, carrying, pushing, and pulling items weighing 25–50 pounds, and frequent bending, kneeling, reaching, and stretching.
Visual acuity sufficient to read documents and screens and observe safety and 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 professional conduct 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.
Oversee scheduling and labor management across hotel operational departments.
Provide hands-on support to departments during peak periods or staffing shortages.
Coach, evaluate, and counsel department heads, supervisors, and front-line staff.
Develop training that promotes service standards and follow-through; coach associates on conflict resolution and de-escalation.
Document and communicate associate challenges.
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, identify root causes, and resolve issues to prevent recurrence.
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 per day.
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 as requested and create formal presentations using audio/visual aids when needed.
Provide overall direction, coordination, and ongoing 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 needed.