Hotel Ops Manager: Guest Experience & Revenue

Ivy Hospitality; Indianapolis (IN); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Basic Life Insurance & AD&D

Voluntary Life Insurance

Voluntary Short-Term Disability

Voluntary Long-Term Disability

Critical Illness, Hospital Indemnity &

Pet Insurance

401(k) participation after 90 days

Job summary

Ivy Hospitality is seeking an Operations Manager to maximize hotel operations, guest satisfaction, and revenue. You will oversee front desk, housekeeping, reservations, guest services, security, and maintenance, while modeling exceptional service and ensuring Brand Standards.

This role requires leadership, cost control, and adherence to SOPs to drive ROI. Join a team focused on delivering outstanding guest experiences, optimizing ADR and occupancy, and collaborating across departments to elevate

Qualifications

• Education: High School Diploma or equivalent required.
• Experience: Minimum of three years of supervisory experience in hotel operations, with a focus on front desk, housekeeping, and maintenance.
• Excellent verbal and written communication skills.
• Basic computer skills and knowledge of hotel management software.
• Ability to stand and move throughout the hotel for up to four hours at a time.
• Must be able to lift up to 15 lbs occasionally.

Responsibilities

• Maximize guest experience and ensure overall service excellence.
• Maintain and uphold Brand Standards throughout the hotel.
• Direct and coordinate activities of the front desk, housekeeping, reservations, guest services, security, and maintenance departments.
• Optimize ADR and Occupancy levels.
• Facilitate communication between Sales and Operating departments.
• Monitor daily hurdle points, selling strategies, competitive rates, and internet rates to yield the best room revenue and occupancy rates.
• Implement aggressive up-selling strategies to maximize room rates.
• Oversee housekeeping and maintenance operations to ensure compliance with standard operating procedures.
• Control department head schedules and expenses, implementing cost-saving strategies as necessary.
• Monitor and control daily costs per occupied room for housekeeping and maintenance.
• Ensure that the property meets or exceeds Brand Standards.
• Participate in the Manager on Duty program, ensuring the hotel's guest services are fully supported.
• Empower associates to exceed guest expectations, solicit guest feedback, and promptly resolve any guest complaints.
• Model desired behavior in all aspects of hotel operations.
• Adhere to all work rules, procedures, and policies established by the company.
• Understand and adhere to budget guidelines, including staffing and purchasing procedures.
• Assist in recruiting, interviewing, and training new associates.
• Ensure compliance with all relevant labor laws and regulations.
• Ensure all financial transactions are properly documented and reconciled.
• Maintain adequate levels of supplies and ensure proper documentation of maintenance issues.
• Properly handle and account for keys.
• Be knowledgeable of and enforce emergency procedures and security policies.
• Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
• Ensure all guest interactions are conducted in a courteous and professional manner, aligning with company standards.
• Collaborate with other departments to ensure seamless service delivery and enhance overall guest satisfaction
• Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
• Participate in daily hotel operations meetings and contribute to the overall hotel strategy.
• Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.

Skills

Supervisory experience

Front desk operations

Housekeeping coordination

Maintenance coordination

Communication skills

Computer literacy

Hotel management software

Education

High School Diploma or equivalent

Tools

Hotel management software

Job description

Ivy Hospitality is seeking an Operations Manager to maximize hotel operations, guest satisfaction, and revenue. You will oversee front desk, housekeeping, reservations, guest services, security, and maintenance, while modeling exceptional service and ensuring Brand Standards.

This role requires leadership, cost control, and adherence to SOPs to drive ROI. Join a team focused on delivering outstanding guest experiences, optimizing ADR and occupancy, and collaborating across departments to elevate