Hospitality Ops Lead: Elevate Guest Experience

DoubleTree by Hilton Hartford Downtown; Clay Arsenal (CT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Paid time off

Holiday pay

On Demand Pay

Pet Insurance

401k Plan

Hotel Discounts

Shoe subsidy

Job summary

Waterford Hotel Group is seeking an experienced Operations Manager to oversee all hotel operations, including Front Office, Housekeeping, Food and Beverage, and Engineering/Maintenance. You will drive guest satisfaction and maximize financial performance while upholding standards and procedures.

You will lead a team, ensure payroll and inventory controls are in place, and coordinate with management on audits and staffing decisions. Strong communication and leadership are essential for success.

Qualifications

• High school diploma or GED is required.
• An Associate’s degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major is a plus.
• 4 years experience (2 years with an Associate’s degree) in guest services, front desk, housekeeping, or related professional area.
• Experience implementing payroll and inventory cost controls.
• Staff management experience preferred, and a thorough background check is required.

Responsibilities

• Create and maintain a motivating, empowered team environment focused on service excellence.
• Monitor guest satisfaction results and develop plans to improve weaknesses and build on strengths.
• Publish guest satisfaction results and respond to feedback promptly.
• Ensure excellent customer service and accessibility for all guests.
• Address guest concerns proactively and uphold hospitality standards.
• Oversee annual quality audits with GM and maintain key control programs.
• Review financial statements and performance data to drive productivity and profitability.
• Participate in interviewing and hiring decisions and conduct timely new-hire orientations.

Skills

Guest services

Front desk

Housekeeping

Payroll controls

Inventory controls

Staff management

Education

High school diploma or GED

Associate’s degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Job description

Waterford Hotel Group is seeking an experienced Operations Manager to oversee all hotel operations, including Front Office, Housekeeping, Food and Beverage, and Engineering/Maintenance. You will drive guest satisfaction and maximize financial performance while upholding standards and procedures.

You will lead a team, ensure payroll and inventory controls are in place, and coordinate with management on audits and staffing decisions. Strong communication and leadership are essential for success.