Operations Manager

By the Sea Resorts•Panama City Beach, FL

11d•Onsite

About The Position

Tru by Hilton is seeking an experienced Operations Manager to assist with the daily operation of the hotel and ensure our guests receive the friendly, efficient, and consistent experience expected of the Hilton brand. This is a hands-on hotel leadership position. The Operations Manager will work closely with the General Manager and department leaders to oversee daily operations, maintain brand standards, support team members, address guest concerns, and ensure departments are working together effectively. The right candidate will be comfortable moving throughout the property, identifying operational issues, helping departments solve problems, and stepping in wherever needed to keep the hotel running smoothly. Previous Hilton hotel experience is required for this position.

Requirements

Previous Hilton hotel experience.
Previous hotel supervisory or management experience.
Strong understanding of hotel operations, including Front Office, Housekeeping, guest service, and basic property maintenance coordination.
Demonstrated experience leading, coaching, and holding employees accountable.
Strong guest-service and problem-solving skills.
Ability to prioritize multiple operational needs in a fast-paced hotel environment.
Strong communication and organizational skills.
Ability to work a flexible schedule based on hotel needs, including weekends, holidays, and occasional evenings.

Nice To Haves

Previous experience as an Operations Manager, Assistant General Manager, Front Office Manager, or similar hotel leadership position.
Experience with Hilton property management systems, Hilton Honors, and Hilton brand standards.
Experience in a high-volume, leisure-market, or seasonal hotel environment.
Experience managing labor and departmental productivity.

Responsibilities

Assist the General Manager with oversight of day-to-day hotel operations.
Maintain a visible leadership presence throughout the property and regularly inspect guest and operational areas.
Ensure departments are properly staffed and prepared based on occupancy, arrivals, departures, and business needs.
Identify operational problems and work with department leaders to develop timely solutions.
Assist with opening and closing responsibilities and Manager-on-Duty coverage as needed.
Respond to property emergencies and operational issues when required.
Help ensure smooth communication and coordination between Front Office, Housekeeping, Maintenance, and other hotel departments.
Provide leadership and support to the Front Office team.
Ensure arrivals, departures, reservations, room assignments, and guest requests are handled accurately and efficiently.
Monitor lobby and front desk operations to ensure a professional and welcoming guest experience.
Assist with scheduling, training, coaching, and performance management of Front Office team members.
Resolve escalated guest complaints and service recovery situations.
Ensure Hilton Honors members receive appropriate recognition and benefits.
Monitor guest feedback and work with department leaders to address recurring concerns.
Lead the housekeeping staff to ensure rooms are cleaned, inspected, and released on time.
Monitor room readiness, out-of-order rooms, and housekeeping productivity.
Conduct property and guest room inspections to ensure cleanliness and brand standards are maintained.
Assist in resolving housekeeping staffing or operational challenges that affect room availability.
Ensure public areas remain clean, organized, and guest-ready throughout the day.
Coordinate with Maintenance to ensure guest-impacting issues are addressed promptly.
Monitor open maintenance items, out-of-order rooms, and recurring property concerns.
Conduct routine property walks to identify maintenance, cleanliness, safety, and appearance issues.
Help prioritize repairs based on guest impact and operational needs.
Ensure maintenance concerns reported by guests or employees are properly communicated and followed through to completion.
Support department leaders with employee coaching, training, accountability, and performance management.
Help establish a professional, positive, and team-oriented work environment.
Reinforce attendance, appearance, conduct, productivity, and service expectations.
Assist with onboarding and training new team members.
Help identify staffing needs and communicate hiring priorities to the General Manager and Human Resources.
Lead by example and be willing to assist departments during periods of high occupancy or unexpected staffing shortages.
Ensure hotel operations consistently meet Hilton and Tru brand standards.
Support Hilton quality assurance requirements, brand initiatives, and property inspections.
Monitor guest satisfaction scores, reviews, and feedback.
Work with department leaders to develop corrective action when service or operational standards are not being met.
Promote a culture focused on hospitality, responsiveness, cleanliness, and attention to detail.
Assist the General Manager with labor management and departmental scheduling.
Monitor overtime and staffing levels based on business demand.
Review daily operational reports and communicate significant issues to the General Manager.
Assist with inventory controls, purchasing, and expense management as assigned.
Ensure proper cash handling, payment processing, and operational controls are followed.
Assist with vendor coordination and other administrative responsibilities as needed.