Operations Manager

KMG Hotels; Overland Park (KS); On-site; USD 60,000 - 80,000; Full time

Job summary

KMG Hotels is looking for an Operations Manager to lead its Holiday Inn Property in Overland Park, Kansas. The successful candidate will oversee daily hotel operations, manage staff, and ensure guest satisfaction while maximizing financial returns.

Key responsibilities include developing team performance, financial planning, and implementing service recovery guidelines. The role requires a Bachelor’s degree and 3 years of relevant experience with a strong focus on leadership and guest services.

Qualifications

• 3 years’ experience in guest service/hotel industry, with 2 years in a supervisory role.
• Fluent in English; other languages preferred.
• Experience in extended stay or similar hotel complexity is favored.

Responsibilities

• Manage staffing, plan work, and ensure hotel operations run smoothly.
• Enhance team performance through coaching and feedback.
• Establish service recovery guidelines to ensure guest satisfaction.
• Assist in financial planning and monitor operational variances.
• Ensure compliance with health and safety regulations.

Skills

Guest service expertise

Leadership skills

Financial management

Communication skills

Education

Bachelor's degree or higher education qualification in Hotel Administration or Business Administration

Job description

Operations Manager

Our Holiday Inn Property is recruiting for an Operations Manager. As Operations Manager, you'll keep our hotel running smoothly, make sure everything is working well and all our guests are safe and comfortable. You'll maximize financial returns, drive development of people, create and maintain a memorable guest experience, execute brand standards, and build awareness of the hotel and brand in the local community. You may act as the General Manager in his/her absence.

Your Day-to-Day: People

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, create performance and development goals for colleagues and recognize good performance
• Train team members to deliver with compliance and to the standards we expect and have the tools they need to work efficiently
• Recommend or initiate any HR related actions where needed
• Drive a great working environment for teams to thrive and connect departments to create a sense of one team
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures, promote teamwork and quality service through daily communication and coordination with other shifts and departmental management

Financial

• Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments
• Monitor and report variances against budget and control labor costs and other expenses
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports

Guest Experience

• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
• Review guest feedback and implement strategies for continuous improvement
• Communicate to appropriate departments all pertinent information and special needs for arriving VIPs, large groups and other key guests
• Lead marketing efforts to upsell guests on hotel services, offerings, and amenities

Responsible Business

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts
• Comply with federal, state and local laws regarding health, safety and alcohol services
• Maintain a focus and commitment to operating a "green" hotel
• Perform other duties as assigned. May also serve as manager on duty

What We Need From You

• Bachelor's degree or higher education qualification or equivalent in Hotel Administration, Business Administration
• 3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred
• Must speak fluent English
• Other languages preferred

How Do I Deliver This?

• Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills
• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: providing guests with what they need in a timely and caring manner