Hotel Operations Manager, Nexo Hotel (Miami)

About the role

The Hotel Operations Manager is responsible for overseeing the day-to-day operations of the new Nexo hotel in Miami, ensuring a seamless and exceptional guest experience.

Responsibilities

• Supervise and provide guidance to the Guest Experience Agents, Housekeeping Inspector, Housekeepers, Housepersons, Maintenance Technicians, and Safety Officers.
• Schedule and lead team meetings to align on priorities and resolve operational challenges.
• Train and mentor staff to ensure excellence in service delivery.
• Manage guest complaints, ensuring timely resolution and guest satisfaction.
• Oversee front desk operations and ensure Guest Experience Agents provide accurate information, local recommendations, and concierge-level service.
• Collaborate with teams to curate engaging hotel programming such as live music, yoga classes, and art exhibits.
• Manage labor, including weekly scheduling and payroll, to optimize productivity and coverage.
• Inspect guest rooms daily to ensure cleanliness and readiness standards are met.
• Oversee case management, ensuring all guest and operational tasks are completed promptly.
• Work with on-site staff to reduce third-party vendor expenses by optimizing in-house resources.
• Work with the Housekeeping Inspector to monitor cleanliness and efficiency standards.
• Ensure timely room turnovers and inspections for guest readiness.
• Oversee the Preventative Maintenance Program and address on-site maintenance needs in collaboration with the Maintenance Technician.
• Monitor supplies and equipment inventory, placing orders as needed.
• Cook up with vendors for housekeeping, maintenance, and other operational needs.
• Collaborate with the Safety Officer to maintain a secure environment for guests and staff.
• Address policy violations and ensure compliance with safety protocols.

Requirements

• Minimum 3 years of experience in hotel operations, property management, or a similar leadership role.
• Strong organizational and problem-solving skills.
• Ability to manage multiple teams and foster a collaborative work environment.
• Excellent communication and interpersonal skills.
• Flexible schedule with availability to work weekends, evenings, and holidays as required by business needs.
• Familiarity with hospitality management systems is a plus.

Benefits

• Competitive annual salary ($80k-$90k) plus performance bonus (dependent on your skills and experience).
• Generous company-sponsored insurance (medical, dental, vision, life, etc.).
• Flexible paid time off.
• Complimentary and discounted stays at AvantStay properties.
• Pre-tax retirement savings plans offered via Betterment.
• Paid parental leave.
• Fitness reimbursement.
• Cell phone reimbursement.
• Mileage reimbursement.