Operations Manager

No matter whether a guest arrives weary from their travels or excited for a vacation, you and your team know what to do to make them feel at home. They will appreciate the sparkling lobby, a warm welcome, and a pristine guest room.  As an Operations Manager, you will assist your General Manager in leading and inspiring each team member to provide an exceptional guest experience. Operating at a high level of excellence will ensure each guest will know you genuinely care about the quality of their stay, creating a customer for life.

Our Operations Managers make a difference by:

• Having a gift for paying attention to the smallest details
• Having a team-first attitude
• By driving results

As an Operations Manager, you will:

• Assist General Manager in all aspects of hotel operations, day-to-day staff management, and guests.
• Ensure compliance with SOPs, policies, procedures, and service standards.
• Handle guest complaints and oversee the service recovery process.
• Assist in managing a budget and ensure revenue and guest satisfaction goals are met.
• Be part of developing short and long-term strategic goals for performance improvement.
• Need to understand the P&L statement
• Meet all report deadlines daily, weekly, and at month's end.
• Work closely with the department managers and general manager to maximize room yield and hotel revenue.
• Oversee and manage all departments and work closely with department heads daily
• Maintain great communication between the different departments and the General Manager
• Be responsible for occupational health, fire, and life safety.
• Strive to improve service performance
• Maintain a friendly, cheerful, and courteous demeanor at all times
• Utilize interpersonal and communication skills to lead, influence, and encourage others, leading by example
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviors
• Strive to improve service performance
• Communicate clear and consistent messages regarding processes throughout all departments
• Develops specific goals and plans to prioritize, organize, standards, and meeting the expectations of customers on a daily basis
• Daily support for the different departments in their daily operations. 
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge and skills

 To be successful in this role, you need a professional demeanor, and a warm and welcoming personality, and must be able to engage easily and actively connect with others.  Be genuinely caring and compassionate and visibly demonstrate a desire to understand others.  Have natural instincts and insight for finding the best solution to unclear situations, issues, and problems. Create confidence and trust, while communicating the right message at the right time.  Be comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.  Be direct yet tactful and considerate of the audience. Speak with others using clear and professional language, being direct, yet tactful.  Must be available on days, nights, weekends, and holidays. Clean professional appearance.  Perform other reasonable job duties as requested by General Manager. Hotel management experience is required and a hospitality degree is preferred.

This role requires standing, walking, and sitting for an extended period through the shift.   Requires the ability to read and visually verify information in a variety of formats (i.e. small print, computer).  Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.  Move, lift, carry, push, pull and place objects weighing less than 25 pounds without assistance. 

MHG Hotels LLC seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve.  MHG Hotels LLC is an equal opportunity employer and does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.

If you are an individual with a disability and need assistance completing the online application, please call 317-356-4000 extension 203.  Please leave a message and a member of our Human Resources team will return your call within three business days.  Alternatively, an email may be sent to hr@mhghotelsllc.com “Applicant Accommodation” should be included in the subject line of the email.  Please note that this phone number and email are only for those individuals who would like to request an accommodation to apply for a job