Hotel Operations Leader: Guest Experience & Team Growth

RESIDENCE INN - BALTIMORE; Baltimore (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

RESIDENCE INN - BALTIMORE is seeking a Hotel Operations Manager to oversee daily hotel operations, ensuring exceptional guest experiences and operational efficiency. You will lead front office, housekeeping, F&B, maintenance, and guest services in a collaborative, guest-focused environment.

You will coach department managers, monitor guest satisfaction, manage staffing and budgeting, and serve as Manager on Duty as scheduled evenings, weekends, and holidays.

Qualifications

• Previous hotel front office leadership experience required.
• Strong communication, leadership, and problem solving skills.
• Organized, dependable, and detail oriented.
• Comfortable using hotel systems, reporting tools, and front office processes.
• Able to multitask and maintain professionalism under pressure.
• Passionate about hospitality and creating excellent guest experiences.
• Flexible to work any shifts, including holidays and weekends.

Responsibilities

• Oversee daily hotel operations to ensure guest service and operational efficiency.
• Lead, coach, and support department managers and team members across hotel operations.
• Monitor guest satisfaction scores and drive service improvements.
• Address and resolve guest concerns promptly and professionally.
• Ensure compliance with hotel policies, brand standards, safety regulations, and company procedures.
• Manage staffing levels, scheduling, employee development, and performance management.
• Review operational reports, labor costs, revenues, and expenses to support business goals.
• Coordinate with all departments to ensure seamless communication and service delivery.
• Monitor property appearance, cleanliness, maintenance, and overall guest experience standards.
• Assist with recruitment, onboarding, and training programs.
• Serve as Manager on Duty as scheduled, including evenings, weekends, and holidays.
• Foster a positive, professional, and guest-focused work environment.

Skills

Communication skills

Leadership

Problem solving

Attention to detail

Organizational skills

Job description

RESIDENCE INN - BALTIMORE is seeking a Hotel Operations Manager to oversee daily hotel operations, ensuring exceptional guest experiences and operational efficiency. You will lead front office, housekeeping, F&B, maintenance, and guest services in a collaborative, guest-focused environment.

You will coach department managers, monitor guest satisfaction, manage staffing and budgeting, and serve as Manager on Duty as scheduled evenings, weekends, and holidays.