The Operations Manager is responsible for the daily operation of the Holiday Inn Express in Auburn, Washington. This position partners with the General Manager to ensure exceptional guest satisfaction, operational excellence, team development, and compliance with IHG brand standards.
The Operations Manager provides hands-on leadership across all hotel departments, ensuring a clean, safe, efficient, and guest-focused operation while supporting the hotel's financial and service objectives.
Essential Responsibilities
Operations
- Oversee the daily operations of Front Office, Housekeeping, Maintenance, Breakfast, and other hotel departments.
- Ensure consistent compliance with IHG brand standards, operating procedures, and company policies.
- Monitor daily hotel operations to maximize efficiency, service quality, and guest satisfaction.
- Conduct regular property inspections to ensure cleanliness, safety, maintenance, and overall guest readiness.
- Serve as Manager on Duty as assigned, providing leadership and operational support during all shifts.
- Ensure all hotel equipment, facilities, and public areas are properly maintained and operating efficiently.
Financial Management
- Partner with the General Manager to achieve revenue, labor, expense, and profitability goals.
- Assist with budgeting, forecasting, payroll review, scheduling, and labor management.
- Monitor departmental expenses and recommend cost-saving opportunities while maintaining service standards.
- Review operational reports, labor productivity, and guest satisfaction metrics to identify areas for improvement.
- Assist with purchasing, inventory management, and vendor coordination.
Leadership & Team Development
- Recruit, hire, onboard, train, coach, and develop department leaders and team members.
- Foster a culture of accountability, teamwork, and exceptional guest service.
- Conduct regular coaching conversations and performance evaluations.
- Support employee engagement, recognition, and professional development initiatives.
- Lead by example with a visible, hands-on presence throughout the hotel.
Guest Relations
- Ensure guests receive prompt, courteous, and personalized service throughout their stay.
- Resolve guest concerns and service recovery situations professionally and efficiently.
- Monitor guest satisfaction scores, online reviews, and IHG guest feedback, implementing action plans for continuous improvement.
- Empower team members to create memorable guest experiences and exceed guest expectations.
Sales & Community Relations
- Partner with the General Manager and sales team to maximize occupancy and revenue opportunities.
- Ensure operational readiness for group business, corporate travelers, and special events.
- Build positive relationships with guests, local businesses, and community partners.
- Support hotel marketing initiatives and promotional campaigns as needed.
Compliance & Safety
- Ensure compliance with all IHG brand standards, quality assurance requirements, and operating procedures.
- Maintain compliance with federal, state, and local employment laws and regulations.
- Ensure OSHA safety standards, emergency procedures, and risk management protocols are consistently followed.
- Support successful completion of IHG quality assurance inspections and internal operational audits.
- Promote a safe, secure, and well-maintained environment for guests and team members.
Qualifications
Required
- Minimum 5 years of hospitality industry experience.
- Minimum 2 years of progressive hotel management or department leadership experience.
- Experience supervising Front Office, Housekeeping, Maintenance, Breakfast, or multiple hotel departments.
- Demonstrated ability to coach and develop team members while driving operational performance.
- Strong understanding of hotel operations, guest service, scheduling, labor management, and daily hotel execution.
- Experience with hotel Property Management Systems (PMS), Microsoft Office, and Excel.
- Previous experience with an IHG-branded hotel or other nationally recognized hotel brand preferred.
- Excellent communication, organizational, leadership, and problem-solving skills.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Preferred
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Experience participating in brand quality assurance inspections.
- Experience supporting budgeting, forecasting, payroll, and labor management.
•
