Operations Manager

OPERATIONS MANAGER

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

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.

• 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, Clean Stay/Power of Clean, BASE) and ensure departments maintain required compliance levels.

• 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.

• 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.

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

• 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.

• 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.

• 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.

• 3–5 years of hotel operations…