Operations Manager

HEI Hotels and Resorts•New York, NY

13d•Onsite

About The Position

The Operations Manager is responsible for supporting the daily operation of the hotel and ensuring exceptional guest service, operational efficiency, and property standards are maintained. This role serves as a key operational leader and resource for all departments, with a strong focus on facilities, maintenance, life safety systems, and property condition. The Operations Manager works closely with department leaders to ensure guest concerns, operational challenges, and maintenance needs are addressed promptly while maintaining compliance with company standards, brand requirements, and safety regulations.

Requirements

Minimum of 2-3 years of hotel operations experience required.
Maintain a professional appearance and manner at all times.
Working knowledge of building systems including HVAC, plumbing, electrical, life safety, and general maintenance practices.
Strong understanding of hotel operations and guest service standards.
Strong problem-solving and organizational skills.
Ability to manage multiple priorities and respond effectively in a fast-paced environment.
Effective verbal and written communication skills.
Proficiency with Microsoft Office and hotel operating systems.
Ability to establish positive working relationships with guests, associates, and vendors.
Ability to remain calm and make sound decisions during operational challenges or emergency situations.
Ability to identify maintenance issues and coordinate appropriate corrective actions.

Nice To Haves

Previous experience in hotel engineering, maintenance, facilities management, or operations strongly preferred.
Hospitality leadership or supervisory experience preferred but not required.
Technical training, certifications, military training, or vocational education in HVAC, electrical, plumbing, or related trades is a plus.

Responsibilities

Monitor daily hotel operations to ensure service standards, cleanliness, safety, and guest satisfaction goals are achieved.
Conduct regular property inspections of guest rooms, public spaces, back-of-house areas, and exterior grounds to identify operational or maintenance deficiencies.
Partner with department leaders to resolve operational issues, improve efficiencies, and support a positive guest experience.
Review guest feedback, service recovery reports, and customer satisfaction metrics and take action to address recurring concerns.
Respond to guest complaints and operational issues in a timely and professional manner.
Assist with daily room inventory management and operational readiness to maximize guest satisfaction and revenue opportunities.
Serve as a primary point of contact for facility-related concerns and coordinate the resolution of maintenance issues throughout the property.
Support preventive maintenance programs for guestrooms, public areas, building systems, and hotel equipment.
Maintain a working knowledge of hotel building systems including HVAC, electrical, plumbing, life safety, kitchen, laundry, and pool equipment.
Coordinate repairs with engineering staff and outside vendors to ensure timely completion of work.
Assist with monitoring work orders, maintenance requests, and follow-up activities to ensure issues are resolved.
Participate in routine inspections of life safety equipment and support emergency preparedness procedures.
Promote a safe working environment and ensure compliance with company policies and applicable safety regulations.
Identify opportunities to improve building efficiency, reduce maintenance issues, and support energy conservation initiatives.
Maintain accurate operational records and communicate maintenance and operational concerns to appropriate departments.
Provide operational support during high-occupancy periods, special events, and emergency situations.
Communicate effectively with associates, guests, vendors, and management to ensure seamless hotel operations.
Perform other duties as assigned.