Operations Manager-Fort Meade

IHG Hotels & Resorts; Fort Meade (MD); On-site; USD 64,000 - 71,000; Full time

Benefits offered by this job

Comprehensive benefits package

Paid time off

Medical/dental/vision insurance

401(k)

Job summary

IHG Hotels & Resorts in Fort Meade is seeking an Operations Manager to keep the hotel running smoothly, ensure guest safety and comfort, and maximize financial returns. You will develop staff, maintain brand standards, and support the General Manager in the absence of leadership.

The role requires a bachelor’s degree in hospitality or related field, 3+ years in guest service/hotel roles with 2+ years in supervision, and fluency in English.

Qualifications

• Bachelor’s degree or higher in hotel administration or related field.
• Three years of guest service/hotel experience with at least two years in a supervisory capacity.
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred.
• Must speak fluent English.
• Other languages preferred.

Responsibilities

• Oversee day-to-day hotel operations and staff assignments.
• Assist General Manager in developing and communicating departmental strategies and goals.
• Develop and monitor financial and operational plans for the hotel; manage multiple departments.
• Lead service recovery and guest satisfaction initiatives.
• Ensure safety, compliance, and a green hotel focus; may serve as manager on duty.

Skills

Guest service experience

Supervisory experience

Fluent English

Hospitality knowledge

Education

Bachelor’s degree in Hotel Administration, Business Administration, or equivalent

Job description

Role Purpose

As Operations Manager, you’ll keep our hotel running smoothly and ensure guests are safe, comfortable, and satisfied. You’ll maximise financial returns, develop people, maintain a unique guest experience, execute brand standards, and build awareness of the hotel and brand in the local community. In the General Manager’s absence, you will act as his/her substitute.

Key Accountabilities

People

• Manage everyday activities, plan and assign work ensuring the right staffing numbers.
• Develop your team and improve performance through coaching and feedback, and create performance and development goals for colleagues – recognise good performance.
• Train colleagues to deliver with compliance and to the standards we expect and give them the tools they need to work efficiently.
• Recommend or initiate any HR‑related actions when needed.
• Drive a great working environment for teams to thrive – 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 developing and communicating 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 develop, implement, and monitor 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 labour 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 promptly and professionally.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups, and other key guests.
• Lead marketing efforts to up‑sell 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, 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.

Key Skills & Experiences

• Bachelor’s degree or higher education qualification in Hotel Administration, Business Administration, or equivalent.
• Three years of guest service/hotel experience with at least two years in a supervisory capacity, or equivalent 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.

Compensation & Benefits

The salary range for this role is $64,000 to $71,000. This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and many other benefits to eligible employees.

Important Information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified by the Company’s sole discretion, consistent with the law.
• EEO Is The Law – click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.