Operations Manager

Job Purpose:

The role of the Operations Manager at Hammetts Hotel demands a dynamic blend of strong leadership, entrepreneurial drive, and proven operational expertise. This position calls for a hands-on leader who can balance strategic thinking with day-to-day execution, ensuring that all aspects of hotel operations run smoothly and efficiently, aligned with the brand’s standards and vision.

Working in close partnership with the General Manager (GM), the Hammetts Wharf Campus team, local community stakeholders, and the Main Street Hospitality (MSH) home office, the Operations Manager plays a critical role in driving overall performance and guest satisfaction. This individual will serve as a key connector across departments, fostering collaboration, accountability, and a culture of excellence.

The Operations Manager will be instrumental in optimizing operational processes, enhancing guest experience, and identifying opportunities for innovation and growth. By maintaining a strong presence on the floor, leading and mentoring team members, and ensuring seamless coordination across all areas of the property, this role directly contributes to the hotel's continued success and reputation.

As Main Street continues to expand its portfolio of unique, place-based hotels, the Operations Manager plays a vital role in upholding brand standards, enhancing the property’s identity, and ensuring a culture of hospitality that reflects the heart of the community we serve.

Essential Duties and Responsibilities:

Operational Leadership & Execution

• Oversee day-to-day hotel operations across all departments, including Front Office and Housekeeping.
• Act as the on-property leader in the absence of the General Manager, ensuring continuity of operations and guest care.
• Coordinate cross-departmental initiatives and ensure alignment on service delivery, cleanliness standards, and property maintenance.
• Implement and monitor systems for efficient scheduling, productivity management, and operational coverage.
• Accountable for maintaining adequate staffing levels by coordinating shift coverage, including arranging replacements or assuming shifts as needed to support operational requirements.

Guest Experience/Communication & Service Culture

• Champion a consistent, guest-first culture by modeling Main Street’s HEART of Hospitality principles in daily operations.
• Monitor guest feedback channels, service recovery trends, and key performance indicators; lead initiatives to improve Net Promoter Score, TripAdvisor ratings, and reputation management outcomes.
• Participate in regular property walkthroughs to assess cleanliness, aesthetics, safety, and service touchpoints.
• Empower staff to resolve guest concerns proactively and creatively while upholding brand standards.
• Regularly review the hotel’s website and booking engine to ensure all content is accurate and up to date
• Respond to all emails received through the Hammetts Hotel and MSH websites in a timely, professional, and aligned with brand standards.

Team Management & Talent Development

• Lead department with clarity, consistency, and accountability; ensure all teams are aligned with property goals and standards.
• Conduct regular performance check-ins, operational briefings, and leadership huddles to promote real-time communication.
• Aggressively recruit and build a strong operations leadership team through effective staffing, onboarding, and development, in partnership with the People Operations team.
• Identify high-potential talent and support cross-training, mentorship, and career progression within the property and broader portfolio.

Finance & Operational Metrics

• Assist in the development, monitoring, and execution of departmental budgets, cost controls, labor management practices, and invoice management.
• Analyze operational KPIs, including occupancy, ADR, RevPAR, labor costs, guest satisfaction, and GOP performance; make informed adjustments to improve results.
• Administer and reconcile team tip distribution using the employee tipping portal
• Partner with the Finance team to review forecasts, P&L statements, and expense variances monthly.
• Support revenue generation through operational readiness for packages, events, seasonal activations, and group business.

Safety, Compliance & Risk Management

• Ensure compliance with local, state, and federal laws related to labor, health and safety, licensing, and operational regulations.
• Support the implementation of emergency protocols, safety drills, and property maintenance schedules.

·       Prepare and submit accident or injury reports in a timely manner.

·       Ensure that all staff equipment is maintained in proper working conditions.

·       Maintain proper key control Procedures.

• Maintain high standards for cleanliness, sanitation, and preventive maintenance in all public spaces and back-of-house areas.

·       Maintain proper key control Procedures.

Brand Stewardship & Community Engagement

• Uphold the individuality and character of the property while aligning operations with Main Street Hospitality brand principles.
• Support local community relationships, event activations, and philanthropic initiatives in collaboration with the General Manager.
• Continuously assess and refine operational practices to reflect environmental responsibility and local sustainability goals.

Education & Experience: 

·  Associate’s degree in Hospitality Management, Business Administration, or a related field, or equivalent work experience.3-5+ years of progressive leadership experience in hotel operations, including department manager or department head.

·  Demonstrated ability to lead diverse teams, manage cross-functional operations, and drive financial performance.

·  Familiarity with hotel PMS, POS systems, workforce management platforms, and reporting dashboards.

·  Understanding labor law, health and safety standards, and hospitality best practices.

Professional Characteristics:

·   Able to see the big picture while managing detailed execution across departments.

·    Embodies Main Street’s values—kindness, integrity, accountability, and community investment.

·    Keeps the guest at the center of all decisions, balancing empathy with operational efficiency.

·    Demonstrates composure, agility, and problem-solving acumen in high-pressure scenarios.

·    Builds strong, respectful relationships with teams, leadership, and guests.

·    Motivated by measurable impact and continuous improvement.

·    Engage directly with the team and support frontline operations.

Physical Requirements:

• Must be able to work flexible hours, including weekends, evenings, and holidays as needed.
• Ability to walk the property, stand for extended periods, and navigate both guest and back-of-house spaces.
• Ability to occasionally lift or carry items up to 25 pounds.
• Must be comfortable working in both office settings and active guest-facing environments.
• Ability to travel occasionally to attend leadership meetings, property transitions, or portfolio support assignments.

Scheduling & Travel: 

This is a full-time, on-site leadership role that requires schedule flexibility, including availability to work evenings, weekends, holidays, and special events as needed. Occasional travel to attend company meetings, training, or off-site events may be required. 

Work Authorization: Must be eligible to work in the United States. 

EEO Statement: Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

Main Street Hospitality Values:

• We are kind to one another

• We embrace change

• We invest in community

• We act with integrity

• We take responsibility for our actions

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in the job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.