Hotel Operations Manager

The Pelham House Resort is hiring a Hotel Operations Manager!

Recently voted “Best Hotel on Cape Cod” by Boston Magazine, Pelham Hospitality invites you to come join our great team! We are a company that is dedicated to you as an individual as well as our company success and we know that our people create that positive feeling you have when you walk through our doors. It’s what we call “The Pelham Experience.”

Position Summary:

The Hotel Operations Manager plays a pivotal role in ensuring seamless operations and exceptional guest experiences. This highly hands on position oversees various aspects of hotel operations and manages a team of dedicated staff while upholding the highest standards of hospitality.

Essential Duties and Responsibilities:

· Supervise and manage daily hotel operations including housekeeping, guest services, valet, event setup and breakdown, shuttle, and beach and pool teams to ensure optimal guest satisfaction.

· Frequently moves furniture weighing up to 80 pounds across event spaces for various needs.

· Lead, motivate, and train a team fostering a culture of teamwork, excellence, and exceptional guest service.

· Monitor and evaluate staff performance, providing constructive feedback, and implementing necessary training programs.

· Collaborate with other departments to ensure efficient, professional communication and coordination, enhancing overall guest experience.

· Handle guest inquiries, complaints, and requests promptly and professionally, resolving issues to the guests' satisfaction.

· Oversee cleanliness standards throughout the resort, ensuring a visually appealing and safe environment.

· Assist in the development and implementation of operational policies, procedures, and best practices.

· Perform other duties as assigned.

Required Knowledge, Skills, Abilities:

· Excellent leadership and interpersonal skills to effectively manage and motivate a diverse team.

· Strong communication skills, both written and verbal, with the ability to interact professionally with guests and colleagues.

· Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.

· In-depth knowledge of hotel operations, including housekeeping standards and guest service protocols.

· Proficiency in using hospitality management software and reservation systems.

· High attention to detail and commitment to maintaining the highest standards of quality and cleanliness.

· Strong organizational skills, with the ability to prioritize tasks and manage time efficiently.

· Flexibility to adapt to changing situations and willingness to work evenings, weekends, and holidays as required.

Education and Experience:

· Minimum of 3-5 years of experience in hotel operations, with at least 1-2 years in a managerial role.

· Proven track record of successfully leading teams and achieving operational excellence.

· Certification in hospitality management or relevant training programs is a plus.

Physical Requirements:

· Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 80 pounds.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Must be able to sit, stand or walk for an extended period of time or for an entire work shift (range from 8-12 hours).

· Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

· Work environment includes a fast-paced bar setting with varying noise and temperature levels.

· Shifts may include evenings, weekends, and holidays.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Every weekend
• Holidays
• Night shift

Work Location: In person