Operations Manager

Hattiesburg • Hattiesburg, MS

21d • Onsite

About The Position

The Operations Manager at Hotel Indigo Hattiesburg serves as a key leadership presence on property, supporting the General Manager in the day-to-day oversight of hotel operations with primary focus on Front Desk and Food & Beverage departments. This role is responsible for driving operational consistency, service quality, and team performance in alignment with IHG brand standards and LRC2 Management's operational expectations. The Operations Manager is a hands-on leader who is visible on the floor, engaged with guests, and actively coaching associates. This position requires strong communication skills, operational versatility, and a commitment to delivering a distinctive, locally inspired guest experience consistent with the Hotel Indigo brand identity.

Requirements

• Minimum 2–3 years of progressive hotel operations experience, with direct supervisory responsibility in Front Desk or F&B
• Prior experience in a branded hotel environment required; IHG brand experience preferred
• Associate or Bachelor's degree in Hospitality Management, Business, or related field preferred; equivalent experience considered
• Demonstrated track record of guest satisfaction improvement and team development
• Strong interpersonal and communication skills with the ability to engage guests, associates, and leadership effectively
• Operationally versatile — comfortable leading a front desk shift or walking an F&B floor with equal confidence
• Proficiency with hotel property management systems; experience with IHG systems (Opera, Medallia) a plus
• Solid understanding of labor scheduling, food cost management, and hotel financial reporting
• Highly organized with the ability to prioritize in a fast-paced, multi-department environment
• Calm, solutions-oriented approach to service recovery and team conflict resolution
• This position requires the ability to stand and walk for extended periods and work a flexible schedule including weekends, evenings, and holidays
• Regular presence on the hotel floor is essential; this is not a primarily desk-based role
• May be required to assist in departmental operations during high-demand periods, associate call-outs, or property emergencies
• Must maintain a professional appearance consistent with Hotel Indigo grooming and uniform standards
• This is a full-time, exempt salaried position.
• Compensation is competitive and commensurate with experience.

Nice To Haves

• Associate or Bachelor's degree in Hospitality Management, Business, or related field preferred; equivalent experience considered
• experience with IHG systems (Opera, Medallia) a plus

Responsibilities

• Oversee the daily operations of the Front Desk, including arrivals, departures, room assignments, and upsell execution
• Ensure all front desk associates adhere to IHG check-in/check-out standards, brand programs, and LRC2 service protocols
• Monitor and manage daily room inventory in coordination with Revenue Management; communicate discrepancies and opportunities to the GM
• Lead daily line-ups and pre-shift briefings for the front desk team
• Ensure proper handling of guest concerns, service recovery situations, and IHG Rewards program interactions
• Review and respond to guest feedback (IHG Medallia / Overall Experience scores) in partnership with the GM; assign and track corrective actions
• Oversee cash handling, shift audits, and front desk financial accountability
• Coordinate closely with Housekeeping on room status, out-of-orders, and VIP arrivals
• Assist in overseeing daily F&B operations including the Brass Hat concept (Grin Coffee Co., Loblolly Bakery partnership, and dinner program)
• Support execution of breakfast, lunch, and dinner service to ensure quality, consistency, and brand alignment
• Monitor F&B staffing levels, floor coverage, and shift readiness
• Assist in managing food cost controls, waste reduction, and inventory oversight in coordination with the GM
• Ensure compliance with all health department regulations, food safety standards, and sanitation requirements
• Support training of F&B associates on service standards, menu knowledge, and hospitality fundamentals
• Collaborate with the GM on special event execution, catering coordination, and F&B programming
• Recruit, onboard, coach, and develop front desk and F&B associates
• Conduct associate performance reviews, disciplinary documentation, and progressive counseling in partnership with the GM and HR
• Create and manage weekly scheduling for front desk and F&B departments, ensuring appropriate coverage and labor cost management
• Cultivate a culture of accountability, professionalism, and genuine hospitality aligned with Hotel Indigo's brand personality
• Serve as Manager on Duty (MOD) on a rotating basis, providing property-wide leadership coverage
• Review daily flash reports and communicate key performance metrics to the GM
• Support month-end reporting processes and GM call preparation
• Assist in managing departmental labor and expense budgets within approved parameters
• Identify opportunities to grow ancillary revenue through upselling, F&B promotion, and service enhancements
• Maintain thorough knowledge of IHG brand standards, policies, and operational expectations
• Ensure the hotel meets or exceeds brand audit thresholds for Front Desk and F&B departments
• Support the preparation and follow-up for any IHG quality assurance reviews or brand visits
• Champion the Hotel Indigo brand experience — locally inspired, design-forward, and deeply connected to the Hattiesburg community

Benefits

• LRC2 Management offers a benefit package that may include medical, dental, and vision coverage, paid time off, and hotel travel discounts through the IHG One Rewards program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree