Hospitality Operations Lead: Guest Experience & Growth

Holiday Inn Express & Suites Cincinnati - Mason; Mason (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible Shifts

Paid Vacation

Employee Discounts

Growth Opportunities

Training Programs

Job summary

Holiday Inn Express & Suites Cincinnati - Mason in Mason, OH seeks an energetic Assistant General Manager to lead hotel operations, supervise department teams, and ensure exceptional guest experiences. You will support budgeting, staffing, safety, and brand standards while stepping in as MOD when scheduled.

Ideal candidates are strong communicators, problem-solvers, and leaders who thrive in a fast-paced hospitality environment with a passion for service excellence.

Qualifications

• Supervisory experience in hospitality management required.
• Strong customer service and guest relations skills.
• Proficient in budgeting, financial reporting, and basic revenue management.
• Knowledge of hotel operations, HR practices, and safety standards.
• Familiarity with front desk systems, multi-line phones, and Microsoft Word/Excel.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to remain calm and effective under high-pressure situations.
• Night audit experience and bilingual abilities are a plus.

Responsibilities

• Support daily hotel operations and supervise housekeeping, maintenance, front desk, laundry, and houseman teams.
• Ensure guests receive prompt, professional, and courteous service; resolve guest concerns quickly and effectively.
• Maintain compliance with hotel policies, brand standards, safety regulations, and procedures.
• Assist with hiring, training, coaching, and developing staff to ensure strong performance and teamwork.
• Participate in Manager-on-Duty (MOD) coverage and respond to emergencies as needed.
• Conduct daily and weekly property inspections to ensure cleanliness, safety, and proper maintenance.
• Support budget management, financial reporting, inventory control, and revenue-related tasks.
• Review operating and sales reports with the General Manager and department heads; recommend improvements.
• Ensure proper staffing levels, scheduling, and cross-department communication.
• Maintain professional appearance, reliable attendance, and a positive, service-driven attitude.
• Uphold key control standards and safe use of equipment and supplies.

Skills

Customer service

Leadership

Communication

Problem solving

Bilingual (nice to have)

Tools

Front desk systems

Multi-line phones

Microsoft Word/Excel

Job description

Holiday Inn Express & Suites Cincinnati - Mason in Mason, OH seeks an energetic Assistant General Manager to lead hotel operations, supervise department teams, and ensure exceptional guest experiences. You will support budgeting, staffing, safety, and brand standards while stepping in as MOD when scheduled.

Ideal candidates are strong communicators, problem-solvers, and leaders who thrive in a fast-paced hospitality environment with a passion for service excellence.