Hotel Operation Manager

Hampton Inn and Suites San Francisco Burlingame Airport; Burlingame (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Hampton Inn and Suites San Francisco Burlingame Airport is seeking a General Manager to assist the GM in directing Front Office, Housekeeping and Engineering, ensuring profitable operations and adherence to brand standards.

The role emphasizes staffing within budget, training, guest satisfaction, and proactive maintenance, with a focus on revenue optimization, quality assurance, and employee development.

Responsibilities

• Directly supervise Front Office, Housekeeping and Engineering to meet brand standards and drive operational efficiency.
• Plan and manage departmental budgets, staffing, and forecasts within approved guidelines.
• Oversee guest service delivery, resolve issues, and monitor guest satisfaction and GSS scores.
• Ensure compliance with training requirements and emergency procedures across all departments.
• Lead HR activities including coaching, counseling, recruitment, and employee engagement initiatives.

Job description

SUMMARY:Assist the General Manager in all departments in the effort to generate profit, meet or exceed budget expectations, and maintain operational and guest service standards. Directly supervise departments including Front Office, Housekeeping, and Engineering to ensure all departments and brand standards are being met and operational efficiencies are being realized.ESSENTIAL FUNCTIONS:Hire, train, counsel and motivate strong departmental teamsDevelop departmental schedules to ensure staffing is adequate and within budget guidelinesAssist in performing department forecastsProcess accounts receivable and monitor the department budgetsCheck all daily reports and respond accordingly to findingsEnsure guest special requests are fulfilledEnsure proper delivery of guest services as directed by the General ManagerMonitor posting of guest charges to minimize lost revenueMonitor room availability to ensure hotel is maximizing room revenueUpdate systems availability from cancelations and arrival and departure changesEnsure that an effective cash control system is in place and that all credit card and check cashing policies are followedOversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvementFocus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needsEnsure all departments are in compliance with all required trainingsOversee the preventative maintenance program with the engineering team to ensure ongoing complianceBe present and actively oversee breakfast service on a regular basisConduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard complianceManage brand and OTA messaging platformsEducate department heads on emergency procedures and ensure all employees are properly trained in these proceduresUse the H.E.A.R.T. Model for all guest recovery incidents that occurAlways have a friendly and welcoming demeanor when interacting with our guestsEstablish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counselingCreate employee engagement activities and reward recognition for outstanding effortsDevelop and maintain hotel programs to assure that the Quality Assurance Program criteria are metTake a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruitingParticipate in the MOD program. Working regular weekends will be requiredCarry out any reasonable request by management that I am capable of performingPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.These duties may require you to frequently bend, lift, carry, twist, push, pull, reach, kneel, and may require prolonged periods of standing and/or walking. Must be able to lift, push, and pull a minimum of 50 pounds. You will be trained to perform all of these functions within the required safety guidelines and expectations. If at any point you feel you are unable to perform any of these functions, please let your manager know immediately.