Hotel Operations Lead: Guest Experience & Team Excellence

McKibbon Hospitality; Wilmington (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

Pet Insurance

Disability insurance (short and long‑‑

Paid time off and holidays

Tuition assistance

401K with 50% match up to 10%

Associate referral program

Brand and company training

Job summary

McKibbon Hospitality is seeking an Operations Manager at our Wilmington property to supervise front desk, housekeeping, F&B and maintenance teams, controlling expenses while maintaining superior service standards.

You will hire, train, and coach staff, schedule coverage, monitor performance, and ensure guest satisfaction through proactive problem solving and timely responses to inquiries and concerns.

Qualifications

• Experience in hotel operations and guest service leadership.
• Proven ability to manage departments to meet brand standards.

Responsibilities

• Supervise associates across front desk, housekeeping, F&B and maintenance.
• Manage expenses and assist in budgeting under GM guidance.
• Ensure guest satisfaction and address issues promptly and professionally.
• Lead scheduling and staff motivation to achieve high performance.
• Oversee compliance with brand standards and company policies.
• Train and onboard new employees and develop internal talent.
• Collaborate with Executive Housekeeper and other leaders on operations.

Skills

Front desk operations

Guest service

Team leadership

Budget management

Staff training

Communication

Problem solving

Brand standards

PMS systems

Tools

PMS systems

Job description

McKibbon Hospitality is seeking an Operations Manager at our Wilmington property to supervise front desk, housekeeping, F&B and maintenance teams, controlling expenses while maintaining superior service standards.

You will hire, train, and coach staff, schedule coverage, monitor performance, and ensure guest satisfaction through proactive problem solving and timely responses to inquiries and concerns.