OPERATIONS MANAGER

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

You are a motivated hospitality leader with a passion for guest satisfaction, operational excellence, and team development. You understand how every department contributes to the guest experience and enjoy creating efficient processes that drive results. If you thrive in a fast-paced hotel environment and love leading teams to success, keep reading.The RoleAs the Hotel Operations Manager, you oversee the day-to-day operations of the hotel to ensure exceptional guest experiences, efficient performance, and adherence to company standards. You work closely with department leaders to support front office, housekeeping, food and beverage, maintenance, and guest services operations while fostering a culture of teamwork, accountability, and hospitality excellence.What You Will Be DoingOversee daily hotel operations to ensure exceptional guest service and operational efficiencyLead, coach, and support department managers and team members across hotel operationsMonitor guest satisfaction scores and implement service improvement initiativesAddress and resolve guest concerns promptly and professionallyEnsure compliance with hotel policies, brand standards, safety regulations, and company proceduresManage staffing levels, scheduling, employee development, and performance managementReview operational reports, labor costs, revenues, and expenses to support business goalsCoordinate with all departments to ensure seamless communication and service deliveryMonitor property appearance, cleanliness, maintenance, and overall guest experience standardsSupport budgeting, forecasting, inventory management, and cost-control initiativesAssist with recruitment, onboarding, and training programsServe as Manager on Duty as scheduled, including evenings, weekends, and holidaysFoster a positive, professional, and guest-focused work environmentWhy You Will Love It HereOpportunity to lead hotel operations and make a direct impact on guest satisfactionProfessional growth and advancement opportunities within hospitality leadershipCollaborative and supportive team environmentDynamic workplace where every day brings new challenges and opportunitiesAbility to develop teams and drive operational successReady to Join the TeamIf you are ready to lead hotel operations, inspire teams, and deliver outstanding guest experiences, we would love to meet you.Apply now.EOEWhat Makes You You• 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 experiencesFlexible to work any shifts, including holidays and weekends.