Operations Manager

**Position Summary** The Operations Manager is responsible for the day-to-day operational performance, with a focus on revenue generation, cost control, guest satisfaction, and associate development. The Operations Manager acts as a key member of the property's leadership team and serves as Manager on Duty as scheduled. **Essential Duties and Responsibilities** The following is a representative list of duties and is not exhaustive. Other duties may be assigned. **Operations Leadership** - Provide visible, day-to-day leadership across hotel operations — including front office, housekeeping, maintenance, and food and beverage as applicable. - Serve as Manager on Duty (MOD) as scheduled, maintaining a guest-facing presence during peak periods and responding to escalated concerns with urgency and professionalism. - Ensure all associates are consistently attentive, friendly, courteous, and efficient in their interactions with guests, management, and fellow team members. - Ensure procedures for hotel safe security and monthly safe audits are followed. **Guest Experience** - Drive guest satisfaction by ensuring associates consistently deliver brand-standard service at every touchpoint. - Be present in public areas during peak times, greeting guests and offering assistance as needed. - Respond to guest concerns and escalations with professionalism and urgency, resolving issues to the guest's satisfaction. **Associate Development** - Lead departmental training in PAH Management service standards using the steps to effective training; hold managers accountable for associate development at every level. - Assist in creating a positive, team-oriented environment focused on the guest through associate motivation and recognition. - Ensure all associates receive fair and equitable treatment in accordance with PAH Management SOPs. **Financial Performance** - Monitor and manage financial performance — including monthly reforecast, line-by-line expense review, and accurate submission of financial documents to the Corporate Office per the accounting calendar. - Each month, forecast the hotel's financial position by estimating revenues and line-by-line expenses; analyze previous and projected data to generate an accurate reforecast. - Oversee daily Accounts Payable processing and ensure all invoices are handled accurately and on time. **Property and Compliance** - Oversee reservations operations and ensure accuracy of hotel inventory and revenue management practices. - Ensure the physical property is clean, well-maintained, and safe through regular inspections and preventive maintenance coordination with department managers. - Ensure safety compliance in all areas; report incidents and concerns to the General Manager and Regional Director of Operations immediately. - Assist with vendor contract administration and coordinate with outside contractors as directed. **What You Bring** **Required:** - Minimum 3 years of progressive hotel operations experience, OR a 4-year degree with 2+ years of related experience, OR a 2-year degree with 3+ years of related experience. - Demonstrated ability to lead cross-functional hotel teams and drive operational results. - Strong financial acumen — comfortable with forecasting, reforecasting, and expense management. - Excellent communication skills — verbal and written — across all levels of associates and guests. - Ability to work a flexible schedule including evenings, weekends, and holidays. - Valid driver's license for the state of Louisiana. **Preferred:** - Prior Marriott experience, including familiarity with FOSSE. - Extended-stay hotel operations background. - Familiarity with Marriott brand standards and systems. **Work Environment and Physical Requirements** - This position is based on-site at Courtyard, Baton Rouge, LA. - Requires the ability to sit, stand, and move throughout the work area for extended periods. - Occasional lifting or carrying of materials up to 20 pounds. - Must maintain a profession…