Hotel Operations Manager — Guest Experience Leader

crestline-external; Baltimore (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Crestline Hotels & Resorts is seeking an Operations Manager for the Courtyard Baltimore Downtown/Inner Harbor location. The role requires hands-on leadership to guide daily hotel operations, while fostering teamwork and accountability to deliver exceptional guest experiences.

The Operations Manager will focus on profitability, service standards, staff development, and ensuring guest satisfaction across all departments, working closely with supervisors and senior leadership.

Qualifications

• High school diploma or GED; or 5 years’ work equivalent. Bachelor’s Degree preferred.
• Familiarity with Microsoft Office; hotel information systems required.

Responsibilities

• Create and execute strategies to drive guest satisfaction and revenues.
• Collaborate with operations team and other departments to meet guest expectations.
• Anticipate guests’ and employees’ needs and respond promptly.
• Promote positive guest relations throughout the guest journey from arrival to departure.
• Monitor departments for training, standards, and service quality.
• Review and respond to daily operational demands and forecasts.

Skills

Leadership

Customer service

Operations management

Budgeting

Staff development

Guest satisfaction

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office

Hotel information systems

Job description

Crestline Hotels & Resorts is seeking an Operations Manager for the Courtyard Baltimore Downtown/Inner Harbor location. The role requires hands-on leadership to guide daily hotel operations, while fostering teamwork and accountability to deliver exceptional guest experiences.

The Operations Manager will focus on profitability, service standards, staff development, and ensuring guest satisfaction across all departments, working closely with supervisors and senior leadership.