Hotel Operations Manager

Job Overview

-- Opening Late Spring/Early Summer--

The brand-new Home2 Suites by Hilton in American Canyon Napa Valley is seeking a dynamic and experienced Hotel Operations Manager to assist the General Manager oversee the daily operations of our hotel.

The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. This role requires a proactive approach to managing hotel staff, ensuring guest satisfaction, and maintaining operational efficiency. The Hotel Operations Manager will work closely with various departments to create a welcoming and memorable experience for all guests.

Responsibilities

Supervise daily hotel operations, ensuring all departments function smoothly and efficiently.

Lead and motivate staff to deliver outstanding guest services while fostering a positive work environment.

Oversee front desk operations, including check-in/check-out procedures, reservations, and guest inquiries.

Implement and maintain hotel policies and procedures to enhance service quality and operational effectiveness.

Manage budgeting processes, including forecasting, monitoring expenses, and optimizing resource allocation.

Address guest complaints and feedback promptly to ensure high levels of satisfaction.

Collaborate with housekeeping, maintenance, and food & beverage teams to ensure seamless service delivery.

Conduct regular staff training sessions to enhance skills in customer service, hotel management practices, and compliance standards.

Monitor performance metrics and implement strategies for continuous improvement in service delivery.

Qualifications

Proven experience in hotel management or a similar role within the hospitality industry.

Strong customer service orientation with excellent interpersonal skills.

Demonstrated leadership abilities with experience supervising diverse teams.

Familiarity with front desk operations and guest services in a hotel or resort setting.

Ability to manage budgets effectively while maximizing profitability.

Bilingual proficiency is a plus but not required; ability to communicate effectively with guests from diverse backgrounds is essential.

Strong problem-solving skills and the ability to handle challenging situations with professionalism.

A passion for hospitality and commitment to providing exceptional experiences for guests.

Coach and support hotel team to effectively manage wages and controllable expenses. Strives to maintain profit margins without compromising guest or team member satisfaction

Manage costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation

Ensure service, technical skills and other training occurs throughout the property to support successful daily operations

Ensure the cleanliness and functionality of of the rooms and entire building of the hotel.

Effectively run and oversee the housekeeping department ensuring that it is run and operating effectively on a daily basis

Review financial reports and statements to understand property’s performance versus budget and expenses. Works to determine areas of concern and develops strategies to improve performance

Establish and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team

Establish a presence with team members on property and actively solicits team member feedback. Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns. Ensures team members are treated fairly and equitably

Hire team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation

Foster team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members

Demonstrate and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results

Serve as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results

Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction

Observe service behaviors of team members and provides feedback to individuals and/or supervisors

Review comment cards, guest survey results and other data to identify areas of improvement

Analyze service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Ensure that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations

Make decisions and oversee team performance, removes obstacles to success and ensures adequate resources are available to achieve business results

Inspire and motivate teams to achieve operational excellence

Ensure policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate

Ensure property meets franchise standards

Ensure property is a safe and secure facility for guests and team members

Communicate and ensure execution of hotel emergency procedures

What are the requirements for this position?

You have 3 years of previous hotel management experience preferred

You have previous hotel leadership experience with proven success in leading teams

You have the ability to coach, train, praise, and discipline employees effectively and consistently

You have at least a high school diploma, with a college degree preferred

You have extensive financial knowledge and strong business acumen

You have a valid driver’s license from the appropriate state

You have a drive for results demonstrated through successful performance in prior leadership positions

You have an action orientation to work efficiently and effectively toward operational objectives

You have strong time management skills to meet commitments across multiple departments and roles

You have a customer focus to consistently deliver optimal employee and customer satisfaction for the hotel

We offer an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

Job Type: Full-time

Benefits:

401(k)

Dental insurance

Employee discount

Health insurance

Paid time off

Vision insurance

Schedule:

Day shift

Evening shift

Every weekend

Ability to Commute:

American Canyon, CA 94503 (Preferred)

Ability to Relocate:

American Canyon, CA 94503: Relocate before starting work (Preferred)

Work Location: In person

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Day shift
• Evening shift

Ability to Commute:

• American Canyon, CA 94503 (Preferred)

Ability to Relocate:

• American Canyon, CA 94503: Relocate before starting work (Preferred)

Work Location: In person