Operations Manager

Reports to: General Manger

Status: Exempt

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Job Summary:

The Operations Manager is responsible for effective management of the operations department and quality of apartments and furnishings with a focus on cost control and exceptional guest service.


Essential Functions

  • Ensure adherence to Core Values of Mainsail Lodging and Development.
  • Train and manage operations teams to efficiently perform tasks in accordance with Oakwood and ExecuStay brand standards and Mainsail/Oakwood policies.
  • Forecast weekly task schedule for upload to mobile workforce management system.
  • Coordinate daily schedule to prioritize jobs in order of priority and assign to appropriate team members.
  • Work with Service Coordinator (SC) to coordinate stops to match schedule of all participating vendors (furniture, cable, etc.)
  • Use reservation system reporting to ensure accuracy of scheduled and completed jobs.
  • Update reservation system to convey status of job completion to sales and management.
  • Inspect apartments to ensure consistent adherence to brand standards, providing appropriate feedback and guidance to operations team.
  • Serve as quality control officer for all field operations tasks performed as well as items being processed in warehouse. Provide appropriate feedback and guidance to operations team.
  • Maintain highest standards of quality for apartments and furnishing, reporting maintenance issues and scheduling replacement of furniture as necessary.
  • Ensure compliance of in-room collateral to meet brand standards.
  • Confirm functionality of in-room services (cable, telephone, modem, alarm code, etc.) and report any malfunctions to GSM. Coordinate repairs with vendors as necessary.
  • Responsible for management and distribution of apartment keys to operations team, ensuring proper coding and accounting in accordance with brand standards.
  • Ensure proper operation of all keys and access devices left in apartment for guests and correct quantities in accordance with brand standards.
  • Organize and maintain warehouse to maximize efficiency.
  • Maintain stock of housewares inventory in accordance with budgeted unit count. Ensure operations team has necessary cleaning supplies and all tools vital to operations. Purchase replacement items as needed.
  • Maintain records for shipping and receiving.
  • Approve invoices for payment by accounting department.
  • Ensure cleanliness and maintenance of fleet vehicles and coordinate necessary repairs.
  • Maintain safety compliance regulations (ex. OSHA, NFPA10, NFPA101, HAZMAT, DOT, and Mainsail policies) to include updating licensing and permitting as necessary.
  • Create and maintain a close working relationship with property staff and outside vendors to ensure the optimum willingness to work with us and service our guests.
  • Provide client tours of apartment communities on request.
  • Provide administrative support as necessary.
  • Assist operations in other markets as necessary.
  • Ensure that all data entry is complete, accurate, and updated as necessary
  • Inventory Management: Manage apartment inventory strategically to maximize profit and minimize expense caused by vacancy or unclean units, assist in decisions to retain existing inventory.
  • Help to maintain customer service standards as reported the ACE surveys.
  • Effectively handle customer service issues in absence of the Guest Service Representative.
  • Communicate with all departments to ensure that customer service needs and expectations are fulfilled.
  • Be accessible for after-hours emergency calls
  • Other duties as assigned


Qualification Standards

Education & Experience

  • At least 3 years of progressive experience in a hotel or a related field required.
  • High School diploma or equivalent required.
  • Supervisory experience required.
  • Must be fluent in Spanish.
  • Must have a valid driver’s license for the applicable state.
  • Must be proficient in Microsoft Office and internet-based programs.
  • Ability to interact and communicate patiently, tactfully, and diplomatically.


Physical Demands

  • Following ergonomic safety practices with respect to lifting and movement; using standard safe trade practices (e.g., proper usage of chemicals, etc.); using personal protective equipment as suggested; using OSHA-mandated and/or proper/accepted work practices.
  • Position requires full range of physical abilities, including moving throughout apartment buildings, accessing all spaces.
  • Ability to sit or stand for extended periods of time.
  • Ability to lift, bend, and carry 30+ lbs.
  • Corrected vision to normal range.
  • Ability to work long hours as needed.


Mental Demands

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select alternative courses of action quickly and accurately.
  • Make sound judgments quickly
  • Must work well in stressful, high pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Work on multiple tasks, making appropriate progress towards deadlines.
  • Able to lead staff and give clear and concise directions ensuring all company standards and guidelines are followed.
  • Work with differing personalities within the office, the properties, guests, and the community

Career Information

Date Posted:
January 16, 2019

Career Category: