Hotel Operations Supervisor

Join One of Northern Indiana's Leading Hospitality Groups

As one of the premier hospitality groups in Northern Indiana, we are proud of our rapid growth and strong reputation for excellence in guest service and team development. We own and operate Marriott, Hilton, and IHG Brands. With multiple properties and new locations on the horizon, we are expanding quickly—and so are the opportunities for our team members. Our newest acquisitions include two hotels in the Kentucky market and two in Mishawaka

If you have a heart for service, a passion for hospitality, and a drive to grow, you'll feel right at home with us. We believe in promoting from within, recognizing potential, and investing in our people. Here, you're not just filling a role—you're building a career with a company that values your contributions and is committed to your success.

Job Summary:
The Operations Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring smooth and efficient functioning of all departments. This includes managing guest services, housekeeping, front desk, food & beverage, and maintenance to ensure guest satisfaction, operational efficiency, and adherence to hotel standards. The Operations Manager plays a key role in managing staff, developing operational strategies, and ensuring a positive guest experience while achieving hotel goals and financial objectives. Key Responsibilities:

Operational Oversight:

o Manage the daily operations of the hotel, ensuring that all departments are functioning efficiently and effectively.

o Monitor and evaluate hotel operations to ensure the highest level of guest service and operational performance.

o Oversee guest services, housekeeping, maintenance, front desk, and food & beverage departments to ensure operational excellence.

o Identify opportunities to improve service delivery, streamline processes, and enhance guest satisfaction.

Staff Management:

o Supervise and mentor department heads and hotel staff to ensure the smooth operation of each department.

o Conduct regular staff meetings, provide training and development opportunities, and address any performance or staffing issues.

o Manage staffing levels and schedules to meet the needs of the hotel while controlling labor costs.

o Ensure that employees are well-trained in hotel policies, procedures, and guest service standards.

Guest Experience:

o Ensure that all guest service departments are delivering exceptional customer service and addressing guest concerns promptly and effectively.

o Respond to guest complaints, issues, or special requests and ensure resolution in a timely and professional manner.

o Conduct regular inspections of guest rooms, public areas, and facilities to ensure that the hotel meets cleanliness and service standards.

o Assist the General Manager with budgeting, forecasting, and financial planning for hotel operations.

o Monitor and control operating expenses, ensuring departments stay within budget.

o Analyze financial reports and operational metrics to identify trends, cost-saving opportunities, and areas for improvement.

o Ensure that revenue-generating departments are maximizing opportunities to increase profitability, including occupancy rates and average daily rate (ADR).

Health, Safety, and Compliance:

o Ensure compliance with all hotel policies, local regulations, and safety standards.

o Oversee safety and security protocols to ensure the well-being of guests and employees.

o Ensure adherence to health, safety, and sanitation standards throughout the property.

o Manage emergency preparedness plans and coordinate training for employees on safety procedures.

Process Improvement and Quality Control:

o Regularly review operational procedures and suggest improvements to enhance efficiency, reduce costs, and improve guest satisfaction.

o Monitor key performance indicators (KPIs) for all departments and implement corrective actions when necessary to meet operational goals.

o Develop and implement best practices to ensure continuous improvement in service delivery.

Collaboration with Other Departments:

o Work closely with the Sales and Marketing teams to implement strategies that drive revenue growth, such as promotions, special offers, and events.

o Collaborate with the Human Resources department to recruit, hire, and retain top talent.

o Partner with the maintenance team to ensure the property is in excellent condition and that any repairs or renovations are carried out promptly.

Qualifications:

Education & Experience:

o Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

o Minimum of 3-5 years of experience in hotel operations, with at least 2 years in a management or supervisory role.

o Strong background in multiple hotel departments such as front desk, housekeeping, food and beverage, and maintenance.

o Experience in budgeting, financial analysis, and operational planning.

Skills & Knowledge:

o Strong leadership and team management skills.

o Excellent customer service skills with the ability to handle guest complaints and concerns in a professional manner.

o In-depth knowledge of hotel operations, including front desk, housekeeping, food and beverage, and maintenance functions.

o Ability to manage multiple tasks and prioritize effectively.

o Strong communication and interpersonal skills, with the ability to work well with hotel staff, guests, and management.

o Proficiency with hotel management software and Microsoft Office Suite.

Personal Characteristics:

o Highly organized, with a keen eye for detail.

o Ability to think critically and make decisions under pressure.

o Professional appearance and demeanor.

o Flexible and adaptable in a fast-paced, dynamic work environment.

o Results-driven, with a focus on achieving operational goals and maximizing guest satisfaction.

Physical Demands:

Ability to sit or stand for extended periods of time.

Ability to walk and move throughout the hotel property as needed.

Ability to lift and carry up to 50 pounds (e.g., office supplies, equipment).

Ability to respond to emergencies and work during off-hours when necessary.

JSK Hospitality is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.