OPERATIONS MANAGER

Full-Service Hotel – Marriott Long Island / Hilton Long Island

Position Summary

The Operations Manager is responsible for overseeing the daily operation of key hotel departments to ensure exceptional guest service, operational efficiency, and brand-standard compliance. This role serves as a hands-on leader who partners closely with department heads, the General Manager, and Human Resources to drive consistent service delivery, improve processes, and support a positive and engaged workplace culture.

The ideal candidate is an organized, service-driven leader who thrives in a fast-paced environment, excels in cross-departmental communication, and can influence and uphold accountability across all operational areas.

Key Responsibilities

Guest Experience & Service Standards

• Ensure the consistent delivery of exceptional guest experiences across all operational departments.

• Monitor guest feedback (GSS, social media, brand surveys) and actively address service concerns through coaching and follow-up.

• Conduct regular guest-facing rounds in public spaces, F&B venues, front office, and lobby areas to ensure service excellence.

• Support brand standards (Marriott BSA, Hilton QA, CleanStay/Power of Clean, BASE) and ensure departments maintain required compliance levels.

Operational Oversight

• Oversee the daily operation of Front Office, Housekeeping, Food & Beverage, Engineering, and other functional areas as assigned.

• Partner with department leaders to ensure appropriate staffing, scheduling, and workload distribution.

• Review departmental logs, shift reports, and incident reports, ensuring issues are addressed and followed through.

• Support inventory controls, room readiness, cleanliness standards, and engineering work-order completion.

• Monitor lobby presence, guest flow, and arrival/departure patterns to ensure efficient operations.

Leadership & Team Development

• Provide leadership presence during AM/PM peak periods, weekends, and high-volume events.

• Coach and support department supervisors to drive accountability, consistency, and performance.

• Reinforce Blue Sky/Marriott/Hilton culture standards through daily interactions, recognition, modeling behavior, and feedback.

• Participate in interviewing, hiring, onboarding, and developing associates to support strong departmental teams.

Training & Compliance

• Ensure all departments maintain compliance with required brand training (MGS, DLZ, BASE, Power of Clean, Bonvoy/Loyalty, CleanStay, etc.).

• Partner with HR to ensure managers complete new-hire checklists, on-the-job training, safety training, and brand modules within required timelines.

• Support enforcement of policies, SOPs, safety practices, and operational standards.

• Facilitate or support leadership and associate training as needed.

Communication & Cross-Department Collaboration

• Maintain daily communication with the General Manager and department heads regarding operational issues, staffing needs, and guest concerns.

• Ensure accurate shift-to-shift communication through logs, handover reports, and follow-up notes.

• Assist with pre-shift meetings to ensure teams are informed on VIPs, occupancy forecasts, events, and priorities.

• Act as a liaison between departments to ensure smooth coordination for arrivals, groups, banquets, F&B operations, room readiness, and engineering projects.

Brand, Safety & Quality Assurance

• Conduct regular property walks to identify issues related to safety, cleanliness, maintenance, and brand compliance.

• Follow up on deficiencies and ensure corrective actions are completed in a timely manner.

• Support safety initiatives, emergency response protocols, incident reporting, and risk-mitigation efforts.

• Assist in preparation for QA/BSA brand audits and internal evaluations.

Administrative Responsibilities

• Assist the General Manager with special projects, reporting, and operational initiatives.

• Support budgeting, labor controls, forecasting, and scheduling as applicable.

• Review labor productivity, overtime trends, and staffing alignment to business needs.

• Assist with documentation, coaching notes, and follow-up related to performance expectations within departments.

Qualifications

• 3–5 years of hotel operations experience in a full-service branded environment.

• Previous leadership experience in Front Office, Housekeeping, or F&B preferred.

• Strong understanding of hotel systems, brand standards, and service protocols.

• Ability to multitask and manage competing priorities in a fast-paced environment.

• Excellent interpersonal, communication, and problem-solving skills.

• Ability to work a flexible schedule including evenings, weekends, and holidays.

• Experience with Marriott MGS/Opera or Hilton OnQ/Hilton U preferred.

Behavioral Competencies

• Hands-on, visible leader with strong customer-service orientation.

• Ability to resolve conflict, coach effectively, and drive accountability.

• Calm under pressure, solutions-focused, and proactive in preventing issues.

• Strong follow-through and organizational discipline.

• Collaborative leadership style that supports departments and builds trust.

Physical Requirements

• Ability to stand and walk for extended periods of time.

• Ability to lift up to 25 lbs. as needed for operational support.

• Ability to respond to on-property emergencies or guest needs as required.