Bench Operations Manager

Responsibilities

• Lead Property Management System (PMS) rollouts and brand conversions at assigned hotels across the White Lodging portfolio — executing a standardized implementation process and setting a consistent standard across all properties
• Provide interim rooms division leadership coverage for Front Office and Housekeeping department-head vacancies and leaves of absence — stabilizing the team and upholding service standards until a permanent leader is in place
• Support new hotel openings, acquisitions, and property transitions with on-site rooms operations leadership — serving as a dependable point of operational continuity during critical hotel milestones
• Deliver remote training and change-management support to properties between on-site task force assignments — maintaining momentum and standards across the portfolio
• Deploy to properties requiring turnaround support or red-zone visits as directed by Corporate Rooms Operations — assessing needs quickly and executing solutions with urgency and professionalism
• Provide the highest quality of guest service at all times and ensure all associates at assigned properties do the same — running the Perfect Shift and upholding all White Lodging Way standards and expectations
• Carry out supervisory duties across all Rooms division departments under the Rooms Operations Manager — including Front Desk, Housekeeping, and related functions — at each assigned property
• Interpret company policies and maintain a safe work environment by enforcing safety programs, job safety analysis, and safe working procedures at all assigned locations
• Coach, counsel, and motivate associates — reinforcing positive behaviors, correcting issues, and helping resolve day-to-day operational challenges at each assigned hotel
• Monitor service trends and guest feedback — including surveys, satisfaction reports, online reviews, comment cards, and service-recovery and defect tracking — to keep service standards on target across all task force assignments
• Resolve guest issues to full satisfaction and empower associates at assigned properties to handle guest questions and complaints directly and confidently
• Cook up implementation of service strategies at the hotel level — ensuring alignment with the White Lodging Services Pledge and each brand's service strategy
• Ensure all hotel equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner
• Ensure effective ongoing training and development plans are in effect at assigned properties — particularly regarding the effective use of all confidential systems and PMS platforms
• Ensure full compliance with all White Lodging SOPs, brand procedures, and operational standards at every assigned hotel
• Adhere to all safety standards, brand audits, and White Lodging work rules, procedures, and policies — including those contained in the associate handbook
• Perform other managerial and hands-on duties as assigned; must be available to work flexible hours and be on call 24 hours a day in the event of an emergency
• Work nights, weekends, and holidays as the needs of a 24-hour hotel task force role require

Qualifications

• Proven rooms operations leadership experience as a Rooms Operations Manager, Front Office Manager, Hotel Operations Manager, or comparable rooms division leader — required; multi-property, task force, or opening team experience strongly preferred
• Demonstrated ability to lead Front Office and Housekeeping teams in a fast-paced, high-volume hotel environment — with the adaptability to step into new properties and make an immediate operational impact
• Experience with Property Management System (PMS) implementations, brand conversions, or hotel opening and acquisition support — a significant advantage for this task force role
• Deep knowledge of rooms division operations, White Lodging Way standards, brand service strategies, and hotel SOP compliance
• Strong coaching, counseling, and associate development skills — with the ability to stabilize and inspire a hotel team quickly and effectively in a task force environment
• Excellent guest service, problem-solving, and service recovery skills — you resolve issues with urgency, professionalism, and genuine care for the guest experience