Operations Manager

Position Overview

The Operations Manager is responsible for overseeing the daily operations of the Front Desk, Housekeeping, and laundry departments to ensure exceptional guest service, operational efficiency, and high standards of cleanliness throughout the hotel. This hands-on leadership position is responsible for managing departmental teams, maintaining service quality, optimizing labor and operating costs, and supporting the General Manager in achieving the hotel's financial and guest satisfaction goals.

The Job

• Manage the day-to-day operations of the Front Desk, Housekeeping, and Laundry departments, ensuring operational efficiency, accountability, and consistent service standards.
• Ensure seamless coordination between departments to maximize room availability, optimize productivity, and deliver an exceptional guest experience.
• Conduct daily operational meetings and communicate priorities, occupancy trends, guest needs, staffing requirements, and property initiatives to department teams.
• Monitor daily occupancy, arrivals, departures, room status, out-of-order rooms, availability, and staffing needs to ensure proper operational coverage.
• Develop and manage staffing schedules based on occupancy forecasts, business levels, productivity standards, and departmental needs while controlling labor costs.
• Lead and supervise Front Desk operations, ensuring professional and efficient check-in, check-out, reservation management, guest communication, and service delivery.
• Monitor reservations, room inventory, rate integrity, availability, and revenue-related procedures within the Property Management System (PMS).
• Maintain appropriate PMS checks and balances, including reviewing open folios, outstanding balances, payment postings, adjustments, refunds, room charges, routing, and other financial transactions for accuracy.
• Manage and reconcile Online Travel Agency (OTA) accounts, including Booking.com and Expedia, ensuring reservation accuracy, payment reconciliation, virtual credit card processing, commissions, cancellations, no-shows, modifications, and rate/room inventory consistency.
• Perform regular (daily) OTA reconciliation between third-party platforms, the PMS, and financial records to identify and resolve discrepancies, outstanding commissions, payment issues, and reservation errors.
• Monitor OTA extranets and ensure property information, policies, room types, availability, restrictions, and reservation details remain accurate and current.
• Ensure accurate guest billing, payment processing, deposits, refunds, adjustments, and daily audit procedures while maintaining strong financial controls.
• Resolve guest concerns, complaints, billing disputes, and service recovery matters promptly and professionally while protecting the guest experience and hotel interests.
• Oversee Housekeeping and Laundry operations to ensure guest rooms, public areas, and back-of-house spaces consistently meet established cleanliness, presentation, and quality standards.
• Conduct routine room inspections and quality assurance audits, identify deficiencies, and ensure corrective actions are completed.
• Monitor departmental productivity, linen inventories, operating supplies, guest amenities, and par levels to maintain appropriate inventory while controlling costs and minimizing waste.
• Ensure efficient laundry operations, including linen quality, production levels, inventory control, equipment care, preventive maintenance coordination, and proper chemical usage.
• Manage gift shop inventory and sales controls, ensuring physical inventory accurately reconciles with sales and inventory records within the PMS.
• Review and report gift shop sales revenue, including sales trends, inventory movement, variances, adjustments, complimentary items, and other discrepancies.
• Conduct routine inventory counts and reconciliations to maintain accurate checks and balances between physical inventory, PMS records, purchases, and reported revenue.
• Investigate inventory discrepancies, posting errors, missing revenue, or unexplained variances and implement corrective procedures as necessary.
• Prepare and review operational and financial reports to monitor occupancy, ADR, RevPAR, departmental revenue, gift shop revenue, collections, adjustments, inventory variances, and other key performance indicators.
• Establish and maintain departmental SOPs, internal controls, training standards, and accountability procedures to strengthen operational consistency, financial accuracy, and overall property performance.

The People

• Possess & convey strong communication skills
• Recruitment and training of new staff members
• Mentoring and oversite of hourly team members
• Embody Colony House core values and deliver the experience for guests
• Work in a consultative manner with all staff
• Ensure a safe, positive and happy work environment aligned with the companies’ codes of conduct and core values

The Rest

• Ensure that the business is perceived as a respected, important member of the community
• Protect the reputation of the company in a manner that ensures all guests have a positive experience
• Operate within the local, country and international laws in every respect

Join us as an Operations Manager where your leadership will inspire teams to deliver outstanding guest experiences. Your expertise will help shape a dynamic environment focused on growth, innovation, and customer satisfaction. We value energetic professionals ready to make an impact every day!

Pay: $53,000.00 - $55,500.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Application Question(s):

• How many years managing operational department, Front Desk, Housekeeping and Laundry?

Experience:

• Hotel management: 2 years (Required)

Ability to Commute:

• Roanoke, VA 24014 (Required)

Work Location: In person