• Operations Manager

    Job Location US-CA-Sylmar | US-CA-Sylmar
    Posted Date 2 weeks ago(4/4/2018 9:11 PM)
  • Overview



    The Operations Manager (OM) is responsible for assisting the Business Manager (BM) in the overall operations of all hotel departments. The OM’s primary focus is one of managing the housekeeping and maintenance departments, but on occasion, the OM may be asked to assist with front desk operations. The OM ensures that all policies and procedures are adhered to each day and will coordinate, direct and manage day-to-day operations in the absence of BM.  As manager on duty (MOD), the OM is accountable for coordinating all departments to ensure a smooth-running operation and achievement of profit objectives. The OM is responsible for operating the property within Company Standard Operating Procedures, following Company guidelines, and exhibiting a strong commitment to compliance with all applicable laws and safety regulations. The Head Housekeeper (where applicable) and Maintenance Engineer report directly to the Operations Manager.






    • Manage and oversee housekeeping and maintenance staff, following-up on any items needing to be addressed in regard to completed room inspections (ex. ordering supplies, scheduling maintenance, etc.). Conduct coaching, training and orientation of new hires.   Schedule staff appropriately and respond to any staff shortages (i.e. participate in recruitment).  Maintain positive employee relations at the property and respond to employee concerns and/or complaints. 
    • Inspect the property daily, document room inspections and give coaching feedback to staff regarding any deficiencies.  Ensure compliance with Company room quality standards and inspect property grounds on a regular basis. Rotate guest room inspections daily utilizing 3-5 minutes per room.

             * No more than 20% of an OM’s work day is to be spent inspecting guest rooms. In addition, no more than 49% of an OM’s workweekcan be spent performing hourly, non-exempt work.  If nearing this threshold, an OM  should consult with their BM, so it is not compromised.

    • Assist BM in managing all departments of the hotel including housekeeping and maintenance.  Act as manager on duty (MOD) in the absence of BM and professionally represent the Company.  Supervise and help at the front desk only as may be needed.
    • Support BM in goal-setting, motivation, and discipline of employees and resolving guest issues.
    • Participate and help drive proper recruitment when needed. This involves communicating with BM in regard to staffing needs, interviewing and completing pre-offer and new hire paperwork.

    *Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the business.  In addition, attendance at all scheduled training sessions and meetings is required.


    • Communicate with the corporate office effectively and take direction constructively.
    • Assist in other areas of the property when needed to support operations (ex. front desk).
    • Ensure information is available for our guests regarding property and local amenities. Identify and address guest issues from customer complaint calls. Must address and respond to any guest comments on Market Matrix, Expedia, hotels.com, TripAdvisor, Travelocity, Orbitz and any others as directed by BM. 
    • Immediately report any guest or employee incidents to the BM.  Record using proper documents as supplied on Company website.
    • Maintain timely and accurate payroll and other property records.
    • Complete daily bank deposits as may be requested.
    • Maintain the integrity of the hotel’s compliance with the company’s safety and security program and report all illnesses and injuries, no matter how minor, immediately.   Adhere to all company policies, practices, procedures and
    • Maintain accurate records of hours worked and not worked, including overtime.  
    • Work assigned schedule and remain flexible enough to work additional hours if necessary due to unusual circumstances or occurrences, comply with company’s incident reporting guidelines and immediately contact the BM, VPO or other appropriate management personnel as required by emergency situations ( for example, serious security incident, employee situation, significant damage to the property, receipt of legal documents, media contact, etc.).
    • Ensure IRM manual is updated thoroughly each day and maintenance tasks are completed appropriately.   Monitor all costs daily ensuring we are not spending over budget in the following areas: payroll, utilities, room expense,
      repairs and maintenance, G&A.  Issue supplies and equipment as needed and participate in regular inventories to ensure proper supply levels.
    • Other duties as assigned.




    The following requirements may change depending on the individual property and according to the confines of the workspace available for any required taskThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.  Must be able to:

    • Work independently with minimal direction, addressing the critical priorities and making regular progress toward the necessary results.
    • Demonstrate good communication skills, both verbal and written.
    • Speak, read, write and understand the primary language(s) used in the workplace.  Minimum of conversational English is necessary. Bilingual helpful (English /Spanish).
    • Prepare and formulate various reports as needed from time to time.
    • Handle multiple tasks simultaneously.
    • Operate an automobile; must have a valid driver’s license.
    • Use computers sufficiently in order to complete payroll and general record keeping.  Must have general knowledge of Word and other standard computer programs.
    • Meet the job requirements for all property positions in order to perform them as needed.
    • Stand, walk, or sit alternately, depending on specific daily demands.
    • Infrequent lifting and/or carrying of bulk supplies weighing up to 25+ pounds (with assistance as necessary). Up to 25% of the time may have to perform the following physical activities: bend/stoop/squat: crawl: climb stairs/ladder: kneel” push or pull: twists torso: reach above shoulder level.
    • Work tasks are performed indoors and outdoors.  Temperature is moderate and controlled by hotel environmental systems. Frequent movement between air-conditioned internal environment and outdoor climate.  May experience some exposure to inclement weather.
    • Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems. Frequent movement between air-conditioned internal environment and outdoor climate.  May experience limited exposure to inclement weather.
    • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
    • In addition to standing and infrequent lifting, must have the ability to work with fingers to pick, pinch and carry out substantial movements (motions) of the wrists and hands.
    • Firm and simple grasping are required when performing some duties.
    • Achieve results through others.
    • Establish and maintain effective relationships with employees and guests.
    • Shift priorities readily and as needed.
    • Analyze a problem and reach sound conclusions in an expedited manner.

    Physical Demands

    • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.




    • Minimum high school diploma or GED completion.


    • 2+ Years of hospitality or related field preferred.


    • Ability to communicate both verbally and in writing effectively with guests, vendors, and associates.
    • Must read, write and speak the English language fluently.

    Computer Skills

    • Strong Microsoft Office skills (Word, Excel, PowerPoint, etc.), as well as other computer skills to perform job duties efficiently.

    Leadership Skills and Characteristics

    • Exhibits strong leadership qualities.
    • Goal-oriented with desire for professional growth.
    • A self-starter, organized and efficient time management.
    • Motivated with high energy for multi-task position.
    • At ease in interaction with guests and employees.
    • Directing, motivating, and effectively involving all associates.
    • Compliance with all applicable local, state and federal laws.


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