Hotel Operations Supervisor & Guest Experience Lead

Fairfield Inn & Suites Cincinnati/West Chester; Olde West Chester (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Fairfield Inn & Suites Cincinnati/West Chester is seeking an Operations Manager responsible for supervising back‑of‑house operations and assisting the General Manager to ensure profitability, guest satisfaction, and development of associates. This role spans housekeeping and maintenance, with emphasis on training, reporting, and cross‑department coordination.

The position requires supervisory experience, strong communication, and the ability to stay composed under pressure while guiding teams to

Qualifications

• Previous hotel supervisory experience required.
• Must be proficient in Windows Operating Systems.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high‑pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information from disparate sources and adapt accordingly.
• Must listen to and resolve concerns of co‑workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Must convey information clearly.

Responsibilities

• Approach all encounters with guests and employees in an attentive friendly courteous and service oriented manner.
• Maintain regular attendance in compliance with hotel standards.
• Maintain high standards of personal appearance and grooming per brand standards.
• Comply with hotel standards and regulations to encourage safe and efficient operations.
• Ensure the efficient operation of the hotel in the absence of the General Manager by supervising Maintenance and Housekeeping.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction.
• Assist the General Manager with creation of financial reports and meet corporate deadlines.
• Participate in required MOD coverage as scheduled.
• Ensure training in service standards is taking place in each department.
• Assist in recruiting, hiring and training for Guest Services based on occupancy.
• Ensure weekly Front Desk meetings address oversell settings and actions.
• Assist in creating a positive team-oriented environment focusing on guest through development and motivation.
• Maintain compliance with Preventive Maintenance and Deep Cleaning programs through inspections.
• Ensure staff are attentive, friendly, courteous, and efficient.
• Be familiar with SOPs in all Operations departments.
• Maintain professional relationships and open communication across departments.
• Complete required corporate training modules and become certified to train as required.
• Be in public areas during peak times greeting guests and offering assistance.
• Maintain procedures for handling the hotel safe with regard to security.
• Attend all scheduled meetings on property.

Skills

Hotel supervision

People management

Decision making under pressure

Communication

Customer service

Team leadership

Listening

Adaptive/flexible

Tools

Windows Operating Systems

Job description

Fairfield Inn & Suites Cincinnati/West Chester is seeking an Operations Manager responsible for supervising back‑of‑house operations and assisting the General Manager to ensure profitability, guest satisfaction, and development of associates. This role spans housekeeping and maintenance, with emphasis on training, reporting, and cross‑department coordination.

The position requires supervisory experience, strong communication, and the ability to stay composed under pressure while guiding teams to