Hotel Operations & Guest Experience Manager

Fisher Island Club; Fisher Island (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Fisher Island Club is seeking a Hotel Operations Manager to oversee the Hotel, Butler Service, and Housekeeping operations. You will ensure top-tier member/guest satisfaction, maintain high service standards, and lead a team with integrity, fairness, and professionalism.

You will manage daily operations, staffing, budgets, reporting, and cross-department collaboration to deliver exceptional hospitality experiences while upholding the club's values and policies.

Qualifications

• 5-10 years of upscale hotel and resort experience.
• Previous Hotel Management experience including housekeeping and front desk (or rooms division).
• Must have a valid Driver’s License.
• Must be able to work evenings, holidays, mornings, and night shifts as required for operational excellence.

Responsibilities

• Lead by example utilizing a “hands-on” approach to management.
• Facilitate an environment with open-door policy for staff.
• Develop and maintain communication and work relationships across the club.
• Develop and update policies to reflect state-of-the-art service.
• Monitor front office payroll and expenses per budget.
• Maintain open communication with internal departments.
• Coordinate reporting of daily operating results with night audit.
• Recruit, coach, and evaluate staff; manage performance and discipline.
• Motivate and develop staff, including cross-training.
• Maintain physical presence during high business volume periods.
• Provide clear written and verbal direction to staff.
• Resolve member/guest complaints and monitor for potential issues.
• Follow safety procedures and assist in emergency procedures.
• Troubleshoot operational issues to prevent recurrence.
• Ensure adherence to Club standards and grooming guidelines.
• Coordinate with other departments to improve communication and guest satisfaction.
• Understand Revenue Management and manage rates/inventory for profitability.
• Collaborate with Housekeeping and Engineering to keep areas maintained.
• Assist in daily room inventory management to optimize revenue.
• Provide direction to meet departmental goals and standards.
• Ensure superior guest service through follow-up with departments.
• Propel staff professionalism and positive guest interactions.
• Work with Club departments to ensure operational efficiency.
• Plan arrivals and propose check-in programs based on guest experiences.
• Contribute to monthly business analysis, P&L analysis, and budget control.
• Review and approve procedures for Hotel-related functions.
• Work with leadership to implement efficiency programs.
• Complete other tasks as assigned.

Skills

Leadership

Communication

Time management

Change management

Multilingual team leadership

Guest service

Coaching & training

Problem solving

Policy adherence

Decision making

Job description

Fisher Island Club is seeking a Hotel Operations Manager to oversee the Hotel, Butler Service, and Housekeeping operations. You will ensure top-tier member/guest satisfaction, maintain high service standards, and lead a team with integrity, fairness, and professionalism.

You will manage daily operations, staffing, budgets, reporting, and cross-department collaboration to deliver exceptional hospitality experiences while upholding the club's values and policies.