Operations Manager

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Overview

Job Responsibilities:

• 1. Restaurant and Food & Beverage Operations
  • Oversee daily restaurant operations, including service standards, food quality, cleanliness, and guest satisfaction.
  • Manage restaurant staffing, scheduling, labor costs, and payroll to ensure efficient operations.
  • Monitor food and beverage expenses, inventory, purchasing, waste, and portion control.
  • Ensure proper food safety, sanitation, and health department compliance.
  • Train, coach, and motivate restaurant employees to provide excellent service.
  • Coordinate with kitchen and service teams to improve efficiency, productivity, and the overall dining experience.
  • Monitor restaurant sales, operating costs, and departmental performance to meet financial goals.
  • Address guest complaints promptly and implement solutions to improve service quality.
• 2. Engineering and Maintenance
  • Oversee daily engineering and maintenance operations to ensure the hotel facility, guest rooms, restaurant, and public areas are safe and well maintained.
  • Coordinate preventive maintenance programs and ensure timely completion of work orders.
  • Monitor HVAC, plumbing, electrical systems, equipment, and building operations.
  • Manage maintenance expenses, supplies, vendor services, and repair costs.
  • Work with the Engineering team to prioritize repairs, reduce equipment downtime, and prevent costly emergencies.
  • Ensure compliance with fire safety, health, environmental, and building requirements.
  • Conduct regular inspections and follow up on maintenance issues to maintain hotel quality standards.
• 3. Front Desk and Guest Services
  • Support and oversee Front Desk operations, including check-in, check-out, reservations, billing, and guest requests.
  • Ensure professional, friendly, and efficient service throughout the guest journey.
  • Monitor guest feedback, online reviews, and satisfaction scores, taking corrective action when needed.
  • Handle escalated guest complaints and resolve service issues professionally.
  • Ensure accurate billing, cash handling, shift handovers, and adherence to hotel policies.
  • Work closely with housekeeping, maintenance, restaurant, and other departments to resolve guest concerns quickly.
  • Coach Front Desk employees on hospitality standards, communication, service recovery, and upselling opportunities.
• 4. Expense Management and Cost Control
  • Monitor hotel operating expenses and ensure departments operate within approved budgets.
  • Review departmental spending, invoices, purchasing, and vendor contracts.
  • Identify opportunities to reduce unnecessary expenses without compromising guest satisfaction or service quality.
  • Monitor food costs, maintenance expenses, labor costs, supplies, and other controllable expenses.
  • Review financial reports and investigate budget variances.
  • Implement cost-saving initiatives and track results.
  • Maintain proper purchasing controls, inventory procedures, and accountability across departments.
• 5. Payroll, Scheduling, and Labor Management
  • Oversee payroll preparation and review timekeeping records for accuracy before submission.
  • Monitor employee hours, overtime, attendance, paid leave, and labor expenses.
  • Develop and review staffing schedules based on business levels, occupancy, restaurant demand, and operational needs.
  • Ensure labor costs remain within budget while maintaining appropriate staffing and service standards.
  • Coordinate with Human Resources and Payroll to resolve discrepancies and ensure timely, accurate payroll processing.
  • Ensure compliance with applicable wage and hour laws, overtime requirements, and company policies.
  • Monitor productivity and staffing efficiency across all assigned departments.
• 6. Team Leadership and Training
  • Lead, coach, and support department supervisors and frontline employees.
  • Establish clear expectations, performance standards, and departmental goals.
  • Conduct regular meetings to review service quality, expenses, staffing, and operational priorities.
  • Assist with recruiting, onboarding, training, performance evaluations, and employee development.
  • Promote teamwork, accountability, communication, and a positive workplace culture.
  • Address performance concerns promptly and consistently in coordination with Human Resources.
• 7. Hotel Operations and Quality Assurance
  • Monitor daily hotel operations and ensure departments follow established operating procedures and brand standards.
  • Conduct regular inspections of guest rooms, public areas, restaurant facilities, and back-of-house spaces.
  • Coordinate with housekeeping and other departments to maintain cleanliness, presentation, and readiness.
  • Support hotel leadership with operational reports, budgets, forecasting, and performance improvement plans.
  • Ensure compliance with safety procedures, emergency plans, and applicable regulations.
  • Assist with special projects and other operational responsibilities as assigned by the General Manager.
• Qualifications
  • Previous experience in hotel operations, hospitality management, or a related leadership role.
  • Strong experience in restaurant or Food & Beverage operations.
  • Working knowledge of hotel Front Desk operations and guest service standards.
  • Experience coordinating engineering, facilities, or maintenance operations.
  • Demonstrated ability to manage operating expenses, labor budgets, and payroll processes.
  • Strong understanding of employee scheduling, timekeeping, and overtime management.
  • Excellent leadership, communication, organization, and problem-solving skills.
  • Ability to analyze financial reports and identify opportunities to improve profitability.
  • Proficiency with hotel management systems, timekeeping platforms, payroll systems, and Microsoft Office.
  • Ability to work flexible hours, including weekends and holidays, as business needs require.
• Perform any other job-related duties as assigned.

Qualifications and Skills:

• Previous experience in hotel operations, hospitality management, or a related leadership role.
• Strong experience in restaurant or Food & Beverage operations.
• Working knowledge of hotel Front Desk operations and guest service standards.
• Experience coordinating engineering, facilities, or maintenance operations.
• Demonstrated ability to manage operating expenses, labor budgets, and payroll processes.
• Strong understanding of employee scheduling, timekeeping, and overtime management.
• Excellent leadership, communication, organization, and problem-solving skills.
• Ability to analyze financial reports and identify opportunities to improve profitability.
• Proficiency with hotel management systems, timekeeping platforms, payroll systems, and Microsoft Office.
• Ability to work flexible hours, including weekends and holidays, as business needs require.

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.