Operation Manager - Citadines Connect Fifth Ave

Job Summary:   The Operations Manager is responsible for the daily and long-term management of hotel operations with a strong focus on Housekeeping and Front Office. This role ensures the highest levels of cleanliness, guest service, and operational efficiency. The Operations Manager leads and supports Housekeeping in daily room inspections, linen control, staffing, and service standards, while closely collaborating with the Front Desk and Reservations to maximize occupancy, coordinate room status, and ensure an exceptional guest experience.

This position maintains a visible presence in the lobby and public areas as part of a rotating manager schedule, actively engaging with guests, responding to needs, and monitoring cleanliness and safety. The Operations Manager provides leadership, training, and support to hotel staff, assists with financial reporting and administrative tasks, and serves as Manager on Duty as required. The goal of this role is to exceed guest expectations, enhance service delivery, and uphold brand standards across all hotel departments.

Essential Functions and Duties: 

• Guest Experience & Lobby Presence
          •       Maintain a constant professional presence in the lobby and public spaces as part of the rotating Lobby Manager schedule.
          •       Greet guests, identify needs, respond to questions, and assist with directions, luggage, and service issues.
          •       Ensure a warm, welcoming environment that reflects brand standards and guest satisfaction goals.
          •       Respond quickly to concerns or complaints, resolving issues with professionalism and follow-up.
  
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  Housekeeping Operations
          •       Lead daily Housekeeping activities, including room inspections, cleaning schedules, public area standards, and team supervision.
          •       Maintain linen par levels, inventory control, vendor ordering, and supply management.
          •       Coordinate deep cleaning projects, preventive maintenance, and out-of-order room tracking.
          •       Ensure guest rooms, hallways, back-of-house, and public areas meet cleanliness, safety, and presentation standards.
          •       Train, coach, and develop room attendants and supervisors to maintain productivity and quality.
  
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  Front Desk & Rooms Division Collaboration
          •       Work closely with the Front Desk and Reservations teams on room allocation, arrivals, departures, early check-ins, late checkouts, and VIP requirements.
          •       Support front desk coverage when needed and assist with guest service duties.
          •       Promote effective communication between Housekeeping and Front Office to ensure real-time room status accuracy.
          •       Maximize occupancy and revenue opportunities while maintaining service and quality.
  
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  Leadership & Staff Management
          •       Conduct regular staff meetings, shift briefings, and follow-ups with Housekeeping and Front Desk.
          •       Provide ongoing training, coaching, corrective counseling, and performance evaluations.
          •       Maintain a positive work environment, demonstrating leadership through visibility, accountability, and teamwork.
  
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  Financial & Administrative Responsibilities
          •       Oversee daily balancing of hotel accounts and ensure accuracy in financial reporting.
          •       Ensure charges are posted correctly, credit procedures are followed, and no billing exceeds limits without approval.
          •       Manage scheduling, payroll input, and staffing levels for Housekeeping and Front Desk.
          •       Complete all reports and administrative tasks accurately and on time.
          •       Assist with budget planning, cost control, and purchasing.

Safety, Security & Presentation
         •       Maintain security of the building, guest belongings, and staff work areas.
        •       Monitor entrances, exits, and public spaces for safety and accessibility.
         •       Support luggage delivery/collection, lost-and-found procedures, and key control.
         •       Ensure compliance with safety guidelines, cleanliness protocols, and sanitation standards.

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Manager on Duty
         •       Serve as Manager on Duty when scheduled, ensuring the smooth operation of all departments during the shift.
       •       Make operational decisions in real time to support guest service, staffing, and hotel standards.
          •       Provide support to all departments during high-volume periods.

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Work Environment & Physical Requirements
         •       Standing and walking for extended periods.
         •       Frequent interaction with guests, staff, and multiple departments.
         •       Ability to lift up to 20 lbs, occasionally 50 lbs.
        •       Must work a flexible schedule including evenings, weekends, and holidays.

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Other Duties

This job description is not all-inclusive. Additional duties may be assigned based on operational needs.

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