Operations Manager

Crestline is seeking a passionate and service-driven leader to join their team as the Operations Manager. This role focuses on delivering an exceptional guest experience while maximizing hotel profitability through strategic planning, team leadership, and operational excellence.

Responsibilities

• Create and execute innovative strategies to exceed guest satisfaction and drive revenue.
• Collaborate with operations teams and other hotel departments to ensure seamless guest experiences and efficient operations.
• Anticipate and promptly respond to guests’ and employees’ needs while promoting positive guest relations.
• Ensure a pleasant guest experience from arrival through departure.
• Analyze guest satisfaction scores and comments, developing action plans to address deficiencies.
• Train and develop operations staff and supervisors to meet hotel standards and deliver high-level service.
• Work closely with department supervisors to foster their personal and professional growth.
• Investigate and resolve guest complaints regarding service or accommodations.
• Monitor budgets, payroll records, and financial transactions to ensure expenditures are authorized and within budget.
• Establish standards for personnel performance and customer service.
• Review operational procedures to improve service, performance, cleanliness, and safety.
• Assist the Assistant General Manager and General Manager with employee relations, including training programs, hiring, performance evaluations, and resolving personnel issues.
• Provide leadership and mentoring to operations staff.
• Maintain comprehensive knowledge of hotel policies, services, room types, rates, promotions, and guest activities.
• Conduct daily walk-throughs of operations areas to assess staffing, cleanliness, service quality, and operational consistency.
• Monitor and address daily operational demands.
• Prepare financial and payroll forecasts on a weekly, monthly, quarterly, and yearly basis.
• Ensure security of public hotel areas.
• Establish par levels for supplies and equipment.
• Lead pre-shift meetings to review daily business information.

Requirements

• High School Diploma or GED (or 5 years of equivalent work experience). Bachelor’s Degree preferred.
• Computer skills required; familiarity with Microsoft Office preferred.
• Experience with hotel information systems is required.

Benefits

• Health and Welfare plans, including Medical, Dental, and Vision options.
• Competitive Paid Time Off.
• 401k Savings Plan with Company Match.
• Volunteer Opportunities.
• Educational Assistance.
• Travel Discounts.
• Additional incentives and/or bonuses for eligible positions.

*Benefits may vary depending on location.