Operations & Sales Manager

Operations & Sales Manager

Job Title: Operations & Sales Manager – IHG Extended Stay Hotel

Reports To: General Manager & Director of Sales

Department: Operations & Sales

Position Summary

The Operations & Sales Manager plays a dual role, supporting both the day-to-day hotel operations and driving extended stay revenue through proactive local sales efforts. At an IHG extended stay property, this role is essential to delivering service that aligns with IHG’s True Hospitality for everyone. This individual is a hands-on leader who supports front-line teams, builds strong relationships with long-term guests, and cultivates partnerships within the local community to increase occupancy and length of stay.

A key objective of this role is to help maintain a 65% extended stay mix at the hotel by nurturing long-term business relationships, ensuring guest satisfaction, and balancing transient and extended stay revenue strategies.

Key Responsibilities

Operations Support

• Assist the General Manager in overseeing front desk, housekeeping, and maintenance operations
• Ensure IHG brand standards are met and the guest experience reflects consistency, comfort, and care
• Support daily team operations and help ensure adequate coverage, shift execution, and guest service
• Conduct regular room inspections and walk-throughs to maintain quality and compliance
• Participate in staff training and coaching focused on guest satisfaction, cleanliness, brand culture, and HDG Legacy culture
• Monitor and respond to guest feedback through Medallia, Guest Love, and other feedback channelsSales & Business Development
• Partner with the Director of Sales to generate extended stay business through local outreach
• Actively prospect and manage relationships with construction companies, traveling medical staff, relocation firms, and government agencies
• Conduct hotel tours and assist with setting up long-term accounts and negotiated rates
• Collaborate with the sales team to manage lead follow-up, RFP responses, and LNR agreements
• Maintain a 65% extended stay mix by focusing on strategic partnerships and retention of long-term guests
• Submit weekly sales activity reports and support group business as neededGuest Experience & Loyalty
• Foster a warm and welcoming atmosphere for long-term guests, emphasizing consistency and care
• Support the IHG One Rewards program through front desk training and guest engagement strategies
• Resolve guest concerns promptly and professionally, escalating when needed

Administrative & Compliance Duties

• Assist with inventory control and supply ordering
• Ensure cleanliness and safety protocols are consistently followed
• Support billing accuracy and direct billing setups for long-term accounts
• Maintain awareness of IHG brand training, compliance tools, and audit requirements

Qualifications & Skills

• 2 years of hotel operations and/or sales experience (IHG or extended stay preferred)
• Familiarity with IHG systems such as Opera Cloud, Concerto, Merlin, Hotel Key and G360
• Excellent communication, time management, and interpersonal skills
• Experience working with long-term guests or group accounts is a plus
• Strong organizational skills and attention to detail
• Flexible availability, including weekends and holidays

Success in This Role Looks Like:

• Operational consistency and a strong presence on the floor
• Strong working relationship with the DOS and GM, acting as a connector between operations and sales
• A growing portfolio of long-term accounts and satisfied guests
• Positive guest feedback and strong Medallia scores
• A motivated, service-forward team with low turnover
• Sustaining a minimum of 65% extended stay mix while optimizing revenue opportunities

Benefits include, Health insurance, Dental, Vision, 401 K with up to 4% matching contributions.