Director of Operations: Guest Experience & Hotel Ops

Courtyard and Residence Inn Charlotte Northlake; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Healthcare including Medical, Dental,

Vision Insurance

401(k) Retirement plan

PTO and wellness programs

Employee discounts on hotel stays

Career growth opportunities

Job summary

The Courtyard and Residence Inn Charlotte Northlake is seeking an operations-focused hospitality professional to oversee guest services, front desk operations, and team leadership, ensuring service standards are met and daily tasks run smoothly.

You will train staff, prepare schedules, manage HR activities, handle guest inquiries, assist check-in/check-out, and collaborate with other departments to maintain high guest satisfaction. This is a full-time, on-site role with competitive benefits.

Qualifications

• Experience operating hotel POS and PMS systems.
• Ability to multitask, prioritize and manage time.
• Strong initiative and teamwork mindset.
• Proactive in solving workplace problems and guest issues.
• Ability to work well under pressure and maintain guest service excellence.
• Driver's license preferred.

Responsibilities

• Ensure departments meet or exceed guest service expectations.
• Prepare team member schedules aligned with budgets and forecasts.
• Ensure staff training on cash, vouchers, inventories, and receivables.
• Recommend local attractions and guest services.
• Inform guests of hotel services and amenities.
• Assist check-in/check-out procedures and front desk operations.
• Manage HR functions including recruiting, onboarding, evaluations and training.
• Coordinate with other departments for smooth operations.
• Monitor daily bookings and coordinate with front desk when oversold on room types.

Skills

POS system

PMS systems

multitask

team player

problem solving

guest service

driver's license

Tools

Hotel POS

PMS Systems

Job description

The Courtyard and Residence Inn Charlotte Northlake is seeking an operations-focused hospitality professional to oversee guest services, front desk operations, and team leadership, ensuring service standards are met and daily tasks run smoothly.

You will train staff, prepare schedules, manage HR activities, handle guest inquiries, assist check-in/check-out, and collaborate with other departments to maintain high guest satisfaction. This is a full-time, on-site role with competitive benefits.