Operations Manager

The Operations Manager is responsible for overseeing daily front office and housekeeping operations to ensure a seamless and elevated guest experience. This role includes managing the check-in/check-out process, responding to guest requests and concerns, inspecting rooms for quality assurance, and supporting team performance across both departments. As a key leader in the hotel, the Operations Manager also serves as Manager on Duty, helping guide the team and maintain service standards during assigned shifts. You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours.”

Job Responsibilities:

• Always demonstrate a dedication to superior guest services.
• Perform daily property walks to inspect the condition and cleanliness of all rooms and public areas.
• Report maintenance issues promptly by submitting accurate work orders.
• Recruit, interview, hire, and train new front office and housekeeping associates.
• Prepare staff schedules based on forecasted hotel business levels and monitor attendance.
• Conduct performance reviews for direct reports.
• Ensure all associates maintain a professional image, including proper uniforms and visible name tags.
• Coordinate with other departments to resolve service requests or operational concerns.
• Ensure guest safety by following security protocols, including key control, emergencyresponse, and confidentiality standards.
• Provide ongoing training and coaching for all Guest Services Associates.
• Work closely with the General Manager, Director of Sales, and Front Office team to manage room inventory and rate strategies.
• Maintain accurate bank records and ensure timely processing of transactions and collections.
• Maintain cleanliness and organization of the front desk, lobby, market, and back office.
• Maintain inventory accuracy and secure storage for all market items.
• Responsible for managing accounts receivable, city ledger, and guest ledger accounts.
• Certified to clean and inspect guest rooms to ensure they meet brand and company quality standards.
• Ensure budgeted expense goals are achieved through effective use and control of labor and supplies.
• Respond promptly and professionally to all communication, including emails, voicemails, and guest inquiries.
• Greet each guest encountered during your shift with a warm and friendly smile.
• Follow hotel procedures for handling and turning in lost and found items.
• Coordinate with other departments as necessary to resolve service requests or problems.
• Ensure guest and associate safety by following all established security protocols and company confidentiality procedures.
• Follow all company safety procedures; report accidents, injuries, or unsafe work conditions to a manager; and complete required safety training and certifications.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications:

• Bachelor’s degree in Hospitality Management, Business, or a related field; equivalent work experience may be considered in lieu of formal education.
• Minimum 2 years’ experience as a Front Office Manager, Executive Housekeeper, or equivalent leadership role in hotel operations.
• At least 3 years of hotel experience in a supervisory capacity, with well-rounded knowledge of front deskand housekeepingoperations.
• Brand experience with Hilton, Marriott, or comparable full-service hotels is preferred.
• Proven ability to lead teams, resolve conflict, and maintain a culture of accountability and guest service excellence.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, associates, and senior leadership.
• Must be highly organized and capable of managing multiple priorities in a fast-paced environment.
• Proficiency in property management systems (e.g., Opera, OnQ, FOSSE, etc.) and Microsoft Office Suite (Excel, Word, Outlook).
• Must possess a valid driver’s license and reliable transportation.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, as required by business demands.

Physical Demands:

• Must be able to lift, push, pull, or carry up to 50 pounds occasionally.
• Must be able to move throughout all areas of the hotel, including guest rooms, public spaces, back-of-house areas, and exterior grounds.
• Requires the ability to sit, stand, walk, bend, stretch, climb stairs, and reach throughout the shift.
• Must be able to perform repetitive tasks involving hands, wrists, and arms, including use of computers, phones, and standard office equipment.
• Requires visual acuity to review reports, read screens, inspect facility conditions, and observe guest and associate interactions.
• Must be able to work in a fast-paced, high-pressure environment and respond quickly to changing priorities.

As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer match
• Exclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discount