Operations Manager II

PAH Management•Rogers, AR

9d•Onsite

About The Position

The Operations Manager II leads hotel operations during the afternoon and evening shifts at Aloft Rogers-Bentonville, ensuring consistent guest service, operational execution, brand compliance, and financial discipline. As the senior operational leader on property and Manager on Duty, this role works closely with the General Manager and department leaders across Front Office, Housekeeping, Engineering, and Food & Beverage. The Operations Manager II works opposite Operations Manager I, is highly visible in the operation, and steps directly into operational roles when business or staffing levels require.

Requirements

Minimum 3 years of progressive hotel operations experience, OR a 4-year degree with 2+ years of related experience, OR a 2-year degree with 3+ years of related experience
Demonstrated ability to lead cross-functional hotel teams and drive operational results, with strong Front Office experience including service recovery, billing, and cash handling
Financial acumen, comfortable with labor management, expense control, and revenue awareness
Excellent verbal and written communication skills across all levels of associates and guests
Ability to work a flexible schedule including evenings, weekends, and holidays
Valid driver's license for the state of Arkansas

Nice To Haves

Prior Marriott experience, including familiarity with Aloft and Marriott brand standards and systems
Food and beverage or bar operations experience, including cash control and responsible alcohol service

Responsibilities

Serve as Manager on Duty, conducting property walks, monitoring lobby and public-area conditions, and addressing deficiencies before they affect the guest experience.
Oversee evening Front Desk operations, including arrivals, departures, room assignments, guest requests, billing concerns, Bonvoy recognition, and service recovery; work the Front Desk during peak periods, call-offs, or shortages.
Review guest feedback, surveys, and complaints; coach associates on service standards and act on recurring issues to support GSS and online reviews.
Monitor staffing against occupancy and demand; control overtime and unnecessary labor by providing direct coverage rather than automatically adding labor.
Manage labor, supplies, and other controllable costs; understand departmental CPOR performance and help leadership identify and correct expense variances.
Stay aware of occupancy, ADR, sellouts, groups, and events; work with Front Office leadership to maximize available inventory and minimize lost-room revenue.
Coordinate with Housekeeping on room status, late cleans, VIP rooms, and guest requests, keeping Housekeeping and Front Office communication accurate.
Monitor OOO/OOS rooms and work with Engineering to return inventory to service quickly; escalate significant maintenance, life-safety, or guest-impacting issues with proper documentation.
Provide operational leadership to evening Food & Beverage and the W XYZ Bar as needed, including service standards, staffing, guest concerns, cleanliness, and cash-control procedures.
Train, coach, counsel, and develop associates; reinforce attendance, appearance, service, and productivity expectations; document performance and partner with the General Manager and HR on corrective action.
Ensure adherence to Marriott/Aloft standards, PAH Management policies, cash handling, and safety procedures.
Respond to emergencies, accidents, and security concerns; complete incident documentation and escalate significant events immediately.
Complete a detailed MOD/shift report (guest issues, maintenance, staffing, incidents, OOO rooms, next-day follow-up) to ensure clear PM-to-AM communication.