Hotel Operations Manager

Description

The Operations Manager role is based at Residence Inn Gaithersburg (9721 Washingtonian Blvd, Gaithersburg, MD 20878) and is responsible for planning and directing hotel operations to improve productivity and efficiency. This position works closely with the General Manager and Front Office Supervisor to ensure smooth day‑to‑day functioning of all departments.

Key duties include supporting front‑office operations, providing a strong lobby presence, covering shifts across departments, balancing room‑type inventory, and maintaining cleanliness and safety standards in the lobby, mezzanine, and F&B areas. The manager also monitors the Nor 1 upsell program, handles guest requests and complaints, performs night‑audit tasks, manages payroll and attendance, coaches and disciplines staff, prepares reports, and participates in meetings and MOD coverage.

• Assist the General Manager and Front Office Supervisor in managing front‑desk operations.
• Provide visible lobby support and assist agents and guests across all departments.
• Cover shifts and balance hotel room‑type inventory as needed.
• Ensure lobby, mezzanine, and F&B areas meet cleanliness, safety, and signage standards.
• Monitor and execute the Nor 1 upsell program.
• Address guest special requests, complaints, disturbances, and emergencies during shifts.
• Manage employee payroll, attendance tracking, and overtime calls using ADP.
• Coach, train, counsel, and discipline hourly associates.
• Perform night‑audit functions and generate related reports.
• Prepare, copy, and distribute operational reports as required.
• Attend and contribute to hotel meetings, trainings, and MOD coverage.
• Maintain regular attendance, professional appearance, and compliance with hotel standards.
• Identify productivity issues and implement corrective solutions.
• Uphold confidentiality of sensitive information.

Requirements

Candidates must have at least four years of progressive hotel experience (or equivalent education and experience) and supervisory experience, preferably in Housekeeping or Engineering. Proficiency with Windows and spreadsheet software, the ability to work long hours, strong verbal and written communication, multitasking, problem‑solving, and adherence to appearance and attendance standards are essential. The role also requires physical capability to handle light lifting and the ability to maintain confidentiality.

• Demonstrate strong communication, multitasking, and problem‑solving abilities.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance