Operations Manager

Reports to: General Manager

Status: Exempt

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Job Summary:

Operations Manager will be responsible for Supervision of the functionality of Housekeeping and Front Office Departments to include front/back of house, public areas, and linen/laundry in accordance to the Autograph Collection standards under the franchise of Mainsail Lodging & Development.


**Please note, Mainsail is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.


Essential Functions

  • Preserve the company’s core values in accordance with Mainsail Lodging & Development to ensure the highest level of integrity and honesty.
  • Assist the General Manager and Housekeeping Manager with implementing the key control system for the housekeeping department.
  • Monitor all rooms to include appliances, furniture, room supplies and general appearance of rooms to ensure the appearance of luxury hotel standards.
  • Conduct daily stand ups with housekeeping team focusing on opportunities and special requests and V.I. P.’s.
  • Obtain list of rooms to be cleaned immediately and list of prospective check-outs to prepare work assignments.
  • Personal grooming and appearance to be of a professional manner and fit the hotel theme.
  • Train and operate all company cell phones and radios in a professional manner to maintain proper radio etiquette.
  • Variable work schedule to meet the demands of the operation contingent on occupancy and may include long hours to include holidays.
  • Conduct daily inspections for all arriving V.I.P.’s
  • Ensure lobby, guest hallways, back of house and housekeeping areas are cleaned and well organized at all times.
  • Retain detailed inventory of all needed housekeeping supplies and amenities for monthly/quarterly ordering.
  • Ensure guest confidentiality, privacy and security by correctly following hotel procedures.
  • Motivate, coach, counsel and discipline all Rooms personnel according to progressive discipline guidelines.
  • Monitor work orders and submit to Maintenance Department according to procedures.
  • Assist with monthly inventories in Housekeeping department to include linen/laundry items to ensure adequate supplies for the hotel.
  • Respond to all guest requests, situations, complaints and accidents presented to housekeeping in an attentive, courteous and efficient manner. Report all incidents to General Manager and/or Human Resources.
  • Uphold a professional working relationship to stimulate open lines of communication with all team members, management and owners.
  • Empowers team members to provide a personal guest experience.
  • Uphold and monitor “Lost and Found” procedures and policies according to hotel standards.
  • Respond to all guest requests, problems, complaints and/or accidents presented to Housekeeping and Front Office in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist in preparation of team member schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Greet and welcome all guests in public areas with a sociable welcome.
  • Maintains strong working relationship with Front Office to ensure effective communications for operational issues.
  • Incorporates guest satisfaction as a component of departmental and daily stand up meetings with a focus on continuous improvement.
  • Responsible for Hotel Gift Shop ordering and Inventory
  • Maximize room revenue and occupancy by reviewing status daily. Maintain close observation of daily house count.
  • Be aware of all rate, packages and promotions currently underway.
  • Direct reports will include but are not limited to: Front Office Supervisor, Engineers, and Housekeeping Team
  • Additional duties as assigned.



Hotel Performance

  • Ensure successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and investors.
  • Maintain extraordinary GSS scores to safeguard our Franchise License.


Qualification Standards


Education & Experience


  • Previous hospitality/hotel experience preferred
  • Exceptional customer service skills
  • Exceptional communication skills, both verbal and written
  • Ability to effectively present information to individuals or groups
  • Proficient with Microsoft Office
  • Ability to use technology



Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to climb stairs/walk for long lengths of time
  • Ability to communicate clearly
  • Ability to lift up to 25 pounds
  • Ability to bend, squat and reach
  • Corrected vision to normal range
  • Ability to drive/transport self and others
  • Ability to travel on occasion for meetings
  • Long hours sometimes required


Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction and provide direction to others
  • Manage differing personalities within the office, the hotel and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary
  • Ability to interpret, read and communicate information

Career Information

Date Posted:
June 18, 2020

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