Hotel Operations Lead — Guest Experience & Growth

G & B HOTEL EMPLOYEE LEASING LLC; Baltimore (MD); On-site; USD 60,000 - 70,000; Full time

Job summary

Residence Inn Baltimore - Baltimore, MD is seeking an experienced Hotel Operations Manager to lead day-to-day operations, ensuring exceptional guest experiences and adherence to brand standards. You will partner with department leaders to optimize front office, housekeeping, F&B, maintenance, and guest services while driving teamwork and financial performance.

Responsibilities include coaching department managers, monitoring guest satisfaction, managing staffing and scheduling, and ensuring

Qualifications

• Previous hotel front office leadership experience is required.
• Strong communication, leadership, and problem solving skills are essential.
• Organized, dependable, and detail oriented.
• Familiarity with hotel systems and reporting tools is preferred.
• Able to multitask and stay professional under pressure.

Responsibilities

• Oversee daily hotel operations to ensure guest satisfaction and efficiency.
• Lead, coach, and support department managers and teams across hotel operations.
• Monitor guest satisfaction scores and drive service improvements.
• Address guest concerns promptly and professionally.
• Ensure compliance with policies, brand standards, safety and procedures.
• Manage staffing, scheduling, development, and performance.
• Review reports, labor costs, revenues, and expenses to support goals.
• Coordinate across departments for seamless service delivery.
• Maintain property appearance, cleanliness, maintenance, and guest experience.
• Assist with budgeting, forecasting, inventory and cost controls.
• Support recruitment, onboarding, and training; serve as MOD as scheduled.
• Foster a positive, guest-focused work environment.

Skills

Front office leadership

Staff coaching

Customer service

Communication

Problem solving

Job description

Residence Inn Baltimore - Baltimore, MD is seeking an experienced Hotel Operations Manager to lead day-to-day operations, ensuring exceptional guest experiences and adherence to brand standards. You will partner with department leaders to optimize front office, housekeeping, F&B, maintenance, and guest services while driving teamwork and financial performance.

Responsibilities include coaching department managers, monitoring guest satisfaction, managing staffing and scheduling, and ensuring