Operations Manager OEM/HM

crestline-external; Baltimore (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Crestline Hotels & Resorts is seeking an Operations Manager for the Courtyard Baltimore Downtown/Inner Harbor location. The role requires hands-on leadership to guide daily hotel operations, while fostering teamwork and accountability to deliver exceptional guest experiences.

The Operations Manager will focus on profitability, service standards, staff development, and ensuring guest satisfaction across all departments, working closely with supervisors and senior leadership.

Qualifications

• High school diploma or GED; or 5 years’ work equivalent. Bachelor’s Degree preferred.
• Familiarity with Microsoft Office; hotel information systems required.

Responsibilities

• Create and execute strategies to drive guest satisfaction and revenues.
• Collaborate with operations team and other departments to meet guest expectations.
• Anticipate guests’ and employees’ needs and respond promptly.
• Promote positive guest relations throughout the guest journey from arrival to departure.
• Monitor departments for training, standards, and service quality.
• Review and respond to daily operational demands and forecasts.

Skills

Leadership

Customer service

Operations management

Budgeting

Staff development

Guest satisfaction

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office

Hotel information systems

Job description

At Courtyard by Marriott Baltimore Downtown/Inner Harbor, we are committed to delivering outstanding hospitality, exceptional guest experiences, and operational excellence. We are seeking a hands-on, service-focused Operations Manager to help lead daily hotel operations and support a culture of teamwork, accountability, and guest satisfaction.

This is an overtime-eligible management position that requires a hands-on leader who is comfortable working alongside team members while driving operational success.

Overview:

Crestlineis looking for a talented person who has a genuine care and passion for service to join their leadership team as the Operations Manager.

The Operations Manager is responsible for providing an exceptional experience to every guest while maximizing hotel profitability at the same time. The Operations Manager is responsible for ensuring that all hotel operations are carried out professionally, to standards and at the highest level of service. The Operations Manager will achieve desired outcomes by planning, implementing, and controlling effective departmental strategies that drive results and through assisting in the creation, development and maintenance of a competent, motivated and empowered operations staff. The Operations Manager will effectively lead, train, coach, motivate, engage and provide feedback to all operations staff and supervisors on a daily basis.

Key Duties & Responsibilities:

• Create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.
• Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed.
• Anticipate guests’ and employees’ needs and respond promptly.
• Always promote positive guest relations.
• Ensure that the guest experience is pleasant and positive from arrival through departure.
• Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.
• Ensure all operations staff and supervisors are properly trained to standards and able to carry out the operations of each department.
• Work closely with department supervisors to develop them both personally and professionally.
• Ensure that all guest complaints regarding service and/or accommodations are investigated and resolved.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Establish standards for personnel performance and customer service.
• Review work procedures and operational problems to determine ways to improve service, performance, cleanliness, and safety.
• Assist the Assistant General Manager and General Manager with the following employee relations activities: organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
• Provide Leadership / Mentoring to operations staff.
• Maintain complete knowledge of all operations department policies/service procedures.
• Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
• Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
• Staffing - numbers, appearance, attitude
• Operational cleanliness and maintenance
• Service - appearance, merchandising, attitude
• General crispness, quality, and consistency of operation
• Storage areas - organization, cleanliness, inventories, and care of equipment
• Review and respond to daily operational demands as it relates to the hotel.
• Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment.
• Conduct pre-shift meeting to review information pertinent for each day of business.

Education and Experience:

• High School Graduate or General Education Degree (GED): or 5 Years’ Work Equivalent Bachelor’s Degree preferred
• Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.