Operations Manager

OTO Development•St Pete Beach, FL

24d

About The Position

The Operations Manager oversees hotel operations, financial performance, housekeeping, team leadership, guest satisfaction, property maintenance, safety, and compliance with franchise standards. The role coaches hotel team members to manage wages and controllable expenses while maintaining profit margins without compromising guest or team member satisfaction. It manages costs for supplies, utilities, food and beverage, and labor within budget, using sales and revenue awareness to support an efficient, profitable operation. The Operations Manager ensures training takes place throughout the property, oversees daily housekeeping operations, and helps maintain clean, functional rooms and facilities. The role reviews financial reports and performance against budget, identifies concerns, and develops improvement strategies. It builds collaborative relationships with direct reports and the broader team; solicits team member feedback; and supports fair, consistent performance management, hiring, and recognition. The position promotes exceptional service by modeling desired behaviors, communicating service priorities, and acting as a guest advocate. It engages with guests, reviews feedback and satisfaction data, identifies service trends, and ensures solutions are implemented. The Operations Manager also supports operational decision-making and team performance, ensures adequate resources, maintains a safe and secure property, and communicates and executes hotel emergency procedures. This property is managed by OTO Development.

Requirements

At least 3 years of previous hotel management experience preferred.
Previous hotel leadership experience with proven success leading teams.
Ability to coach, train, praise, and discipline employees effectively and consistently.
At least a high school diploma; a college degree is preferred.
Extensive financial knowledge and strong business acumen.
Valid driver’s license from the appropriate state.
Drive for results demonstrated through successful performance in prior leadership positions.
Action orientation to work efficiently and effectively toward operational objectives.
Strong time management skills to meet commitments across multiple departments and roles.
Customer focus to consistently deliver optimal employee and customer satisfaction for the hotel.

Nice To Haves

Food and Beverage experience preferred.
College degree preferred.
At least 3 years of previous hotel management experience preferred.

Responsibilities

Coach and support hotel team members in managing wages and controllable expenses while protecting guest and team member satisfaction.
Manage hotel costs, including supplies, utilities, food and beverage, and labor, within budgeted parameters.
Ensure service, technical, and other training occurs throughout the property.
Ensure hotel rooms and the building are clean and functional; oversee effective daily housekeeping operations.
Review financial reports and statements, assess performance against budgets and expenses, identify concerns, and develop strategies to improve results.
Establish and maintain collaborative relationships with direct reports and the hotel team, and ensure direct reports foster the same relationships with their teams.
Maintain a visible presence with team members, solicit feedback, use an open-door approach, review engagement results, address concerns, and ensure fair and equitable treatment.
Hire team members with the expertise, creativity, and leadership needed to meet operational needs.
Promote team commitment to exceptional service, participate in daily stand-up meetings, and model desired service behaviors.
Communicate the drivers of guest satisfaction and ensure core service strategy elements are in place.
Advocate for guests by coordinating resources to resolve guest and operational issues.
Interact regularly with customers to gather feedback on product quality, service, and overall satisfaction.
Observe team member service behaviors and provide feedback to individuals and/or supervisors.
Review comment cards, guest survey results, and other data to identify improvement opportunities.
Analyze service issues, identify trends, develop creative solutions, and ensure their implementation to improve guest satisfaction.
Ensure the building is well maintained and operational areas meet or exceed guest expectations.
Make decisions, oversee team performance, remove obstacles, and ensure resources are available to achieve business results.
Inspire and motivate teams to achieve operational excellence.
Administer policies fairly and consistently, and evaluate and recognize team member performance where appropriate.
Ensure the property meets franchise standards and is safe and secure for guests and team members.
Communicate and ensure execution of hotel emergency procedures.