Operations Supervisor

JOB OVERVIEW

The Operations Supervisor is a key member of the hotel leadership team responsible for supporting the overall operation of the property while ensuring exceptional guest experiences, operational efficiency, and compliance with brand standards. This role serves as a hands-on leader and cross-functional resource across Front Office, Housekeeping, Food & Beverage, and other operational departments. Such a position is designed for a highly motivated hospitality professional seeking to develop into a future hotel management leader.

WHAT WE OFFER

• Pay rate: $21.50 per hour

• Medical, dental, vision insurance

• 401(k) with company matching

• Exclusive worldwide Marriott employee travel discount program

• ... and more

DUTIES AND RESPONSIBILITIES

• Oversee Front Office, Housekeeping, Engineering, and Food & Beverage operations as needed to support business objectives, ensure service standards are maintained, and provide operational leadership during staffing shortages, high-occupancy periods, and other business demands

• Support the Operations Manager & General Manager in overseeing daily hotel operations and ensuring exceptional guest experiences

• Act as Manager on Duty when assigned, making decisions and resolving operational issues as needed

• Ensure guest satisfaction by proactively addressing concerns, resolving complaints, and managing service recovery efforts

• Monitor guest feedback, online reviews, and survey results; implement improvement initiatives as needed

• Oversee Front Desk operations, including check-in/check-out processes, reservations, billing, cash handling, and brand standard compliance

• Assist Front Desk associates during peak periods and handle escalated guest situations

• Monitor occupancy, room inventory, arrivals, departures, and VIP guest accommodations

• Provide operational coverage across departments during staffing shortages, high occupancy periods, or business demands

• Coordinate with Housekeeping to ensure room readiness, cleanliness standards, and operational efficiency

• Conduct guest room and public area inspections and provide oversight of Housekeeping operations when needed

• Support Food & Beverage operations and verify compliance with operational, safety, and certification requirements.

• Train, coach, and support associates while promoting teamwork, accountability, and service excellence

• Assist with scheduling, payroll processing, labor management, inventory controls, supply ordering, and operational reporting

• Utilize FOSSE, Microsoft Office, and other hotel systems to support daily operations and business objectives

• Follow up on departmental tasks, projects, and operational initiatives to ensure successful execution

• Perform other duties as assigned by management

QUALIFICATIONS AND REQUIREMENTS

Education & Experience

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management, Business, or related field preferred

• Minimum 2 years of hotel supervisory experience required; experience in multiple hotel departments preferred

• Previous experience in Front Office operations required; exposure to Housekeeping, Food & Beverage, or Rooms Operations strongly preferred

• Marriott experience and FOSSE proficiency preferred

Required Skills/Abilities

• Strong leadership skills with the ability to motivate, coach, and develop team members

• Excellent guest service, communication, and interpersonal skills

• Proven ability to resolve guest concerns and make sound decisions in a fast-paced environment

• Strong organizational skills with the ability to manage multiple priorities and shifting demands

• Ability to work independently while maintaining effective collaboration across departments

• Knowledge of hotel operations, brand standards, and service excellence principles

• Proficiency with Microsoft Office and hotel property management systems

• Strong attention to detail and commitment to operational excellence

• Ability to analyze situations, identify solutions, and follow through to completion

Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

Physical, Mental and Environmental & Technical Demands

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.