Hotel Operations Lead: Guest Experience & Service

Palette Hotels; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Training programs

Promotion within company

Team-based culture

Job summary

Palette Hotels is seeking an Hotel Operations Manager in New York to lead daily activities across Rooms, Housekeeping, and Engineering, ensuring top-tier guest experiences and smooth front-line operations.

The role requires 2–4 years in hotel operations with supervisory exposure, strong problem-solving, and excellent communication. You will manage staffing, budgeting support, and incident escalation while maintaining brand standards and health & safety compliance.

Qualifications

• 2–4 years of hotel operations experience, ideally with supervisory or shift-lead responsibility.
• Working knowledge of Property Management Systems (PMS).
• Strong problem-solving skills and the ability to stay calm and effective in a fast-paced environment.
• Excellent communication and conflict-resolution skills with both guests and staff.
• Degree in Hospitality Management preferred, or equivalent work experience.

Responsibilities

• Support Front Office and Housekeeping operations to ensure guest arrival/departure experiences are smooth and room cleanliness meets brand standards.
• Partner with the Chief Engineer to help track preventative maintenance tasks and follow up on outstanding work orders.
• Maintain a visible, active presence on the floor throughout the day, addressing guest concerns directly and supporting front-line staff during peak periods.
• Assist in coordinating with third-party contractors and vendors as needed.
• Act as a manager-on-duty during assigned shifts, handling guest issues, staff questions, and daily operational needs across departments.
• Help ensure compliance with health, safety, and workplace regulations across all departments.
• Review OTA channels and monitor for any discrepancies and adjust accordingly including accounts paid for by virtual credit cards.

Skills

Hotel operations

PMS knowledge

Problem solving

Guest service

Communication

Staff supervision

Flexibility

Education

Hospitality degree

Job description

Palette Hotels is seeking an Hotel Operations Manager in New York to lead daily activities across Rooms, Housekeeping, and Engineering, ensuring top-tier guest experiences and smooth front-line operations.

The role requires 2–4 years in hotel operations with supervisory exposure, strong problem-solving, and excellent communication. You will manage staffing, budgeting support, and incident escalation while maintaining brand standards and health & safety compliance.