Dual Hotel Operations Manager

Essential Responsibilities

• Oversee daily operations of Front Office, Housekeeping, Breakfast/F&B, and Maintenance departments at both properties.
• Serve as Manager on Duty and provide hands-on operational support.
• Ensure compliance with Hilton brand standards, safety requirements, and company policies.
• Maintain exceptional cleanliness, service quality, and property appearance.
• Cook up preventive maintenance programs and life-safety compliance.
• Foster a culture of hospitality and guest engagement.
• Resolve guest concerns promptly and professionally.
• Monitor and improve guest satisfaction metrics, including Stay Experience scores and online reviews.
• Ensure proper handling of guest recovery and service recovery procedures.
• Aid with budgeting and forecasting processes.
• Monitor labor productivity and staffing levels based on occupancy.
• Control departmental expenses and identify opportunities for cost savings.
• Review payroll, overtime, and scheduling to maximize profitability.
• Support revenue initiatives to maximize occupancy, ADR, and RevPAR.
• Recruit, train, coach, and develop associates and supervisors.
• Conduct performance evaluations and disciplinary actions as required.
• Promote teamwork and employee engagement.
• Ensure training compliance and succession development.
• Work closely with the Sales department to ensure smooth group and transient operations.
• Participate in revenue strategy discussions.
• Ensure proper execution of group arrivals and special events.
• Support local business development and community involvement.
• Review daily reports and operating metrics.
• Maintain accurate inventories and departmental controls.
• Maintain compliance with all Hilton and company reporting requirements.
• Participate in month-end and year-end processes.
• Assist with purchasing and expense management.

Qualifications

• Minimum 3 years hotel supervisory or management experience required.
• Hilton brand experience preferred.
• Experience in select-service and extended-stay operations strongly preferred.
• Previous experience as Assistant General Manager, Operations Manager, or Department Head preferred.
• Strong understanding of hotel financial statements and labor management.
• Excellent leadership, communication, and coaching abilities.
• Knowledge of Hilton systems including PEP, R&I, and Hilton brand standards preferred.
• Ability to analyze operational data and implement improvement plans.
• Strong guest service and problem-solving skills.
• Ability to work flexible schedules including weekends and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds.
• Ability to respond to emergencies and work varying shifts as business demands require.

Performance Expectations

• Achieve guest satisfaction goals (Stay Experience and service recovery metrics).
• Maintain labor costs within forecast.
• Ensure both properties meet Hilton QA and brand standards.
• Drive associate engagement and retention.
• Improve profitability through expense control and operational efficiency.
• Maintain a safe and productive work environment.

About PAH Management

PAH Management is a Dallas-based hotel ownership and management company operating a portfolio of select-service properties across multiple states under Marriott and Hilton brands. We are dedicated to developing a culture that places associates first while becoming America's preferred hotel management company.

Equal Opportunity Employer

Phoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.