Hotel Operations & Guest Experience Leader

Concord Hospitality Enterprises; Lyndhurst (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short/Long-term disability

401K options

Tuition assistance

Discounted room rates

Training & development

Career advancement

Job summary

Concord Hospitality Enterprises is seeking an Operations Manager in Lyndhurst, OH to lead guest satisfaction efforts and align Rooms/FO&B operations with brand strategy. The role requires strong leadership, budget oversight, and cross-department collaboration to meet financial and service goals.

The position involves managing occupancy, wages, and controllable expenses, coaching staff, and ensuring consistent application of brand standards across the property.

Qualifications

• Strong leadership and people management skills.
• Proven ability to manage occupancy, rate, wages and controllable expenses.
• Experience in hospitality operations and brand standards.

Responsibilities

• Demonstrates and communicates key drivers of guest satisfaction.
• Analyzes service issues and identifies trends.
• Works with department heads to ensure proper processes are met.
• Communicates concerns to General Manager to keep property on track.
• Makes decisions to move property toward goals.
• Develops operational strategy aligned with brand business strategy.
• Reviews financial statements to assess performance against budget.
• Coaches teams to manage occupancy, rate, wages and expenses.
• Ensures brand service vision is reflected in operations.
• Creates systems to help staff understand guest satisfaction results.
• Sets clear departmental goals and monitors performance.
• Handles guest problems and feedback promptly.
• Maintains regular customer interface for feedback on quality and satisfaction.
• Fosters an atmosphere that exceeds guest expectations.

Skills

Guest satisfaction

Budget management

Leadership

Effective communication

Staff development

Job description

Concord Hospitality Enterprises is seeking an Operations Manager in Lyndhurst, OH to lead guest satisfaction efforts and align Rooms/FO&B operations with brand strategy. The role requires strong leadership, budget oversight, and cross-department collaboration to meet financial and service goals.

The position involves managing occupancy, wages, and controllable expenses, coaching staff, and ensuring consistent application of brand standards across the property.