The Operations Supervisor supports the General Manager in executing daily hotel operations while serving as a hands-on leader during assigned shifts. This role is responsible for supervising front-line associates, ensuring service excellence, maintaining brand and cleanliness standards, and delivering an outstanding guest experience. The Operations Supervisor actively works alongside team members and provides direction to ensure efficient and effective operations across all hotel departments.
Key Responsibilities:
- Supervise and support daily hotel operations during assigned shifts
- Provide professional, courteous, and responsive guest service; resolve guest concerns promptly
- Conduct shift briefings to communicate priorities, service standards, and operational updates
- Serves as manager on duty for the hotel in the absence of the General Manager and Assistant General Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise for all departments in the hotel.
- Monitor and maintain cleanliness, safety, and brand standards in guest rooms and public areas
- Perform routine inspections of rooms and common spaces
- Assist with front desk operations, housekeeping support, and other departments as needed
- Train, coach, and support associates to ensure adherence to company and brand standards
- Ensure proper handling of cash, keys, and company assets in accordance with internal controls
- Maintain awareness of occupancy levels, guest needs, and service opportunities
- Communicate staffing needs, operational issues, and guest feedback to management
- Follow all safety and security procedures to protect guests, associates, and company assets
- Complete all assigned duties and additional responsibilities as directed by leadership
Qualifications:
Required:
- High school diploma or equivalent
- Minimum one (1) year of hotel, hospitality, or customer service experience
- Strong guest service and problem-resolution skills
- Ability to work independently and in a fast-paced environment
Preferred:
- Prior supervisory or team lead experience
- Experience in hotel operations (front desk, housekeeping, or food & beverage)
Skills & Competencies:
- Excellent customer service and interpersonal skills
- Strong communication skills (verbal and written)
- Time management and organizational effectiveness
- Attention to detail and ability to multitask
- Professional demeanor in high-pressure situations
- Basic computer proficiency and math skills
Work Environment & Physical Demands:
This position operates primarily indoors in a temperature-controlled environment. The role requires continuous standing and walking, along with frequent bending, lifting, carrying, and reaching throughout the shift. Exposure to cleaning chemicals and prolonged computer use may occur.
Total Rewards:
We offer a competitive total rewards package designed to support the health, financial well-being, and work-life balance of our associates. Benefits are available to eligible full-time employees and may include:
- Medical insurance with reduced employee premium options
- Health Savings Account (HSA) eligibility
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Additional voluntary benefits and wellness programs
Position Type: Non-Exempt (Hourly)
Pay Range: $17.00 – $19.00 per hour, based on experience, skills, and qualifications
Schedule: Full-time; requires flexibility, including evenings, weekends, and holidays as business needs require