Operations Manager | The Normandy Hotel | Modus by PM Hotel Group

We are looking for a dynamic service-oriented Operations Manager to join our hotels leadership team. In this pivotal role you will oversee the daily operations of both the Housekeeping and Engineering departments ensuring consistent delivery of a seamless high-quality guest experience. The ideal candidate is proactive detail-driven and passionate about maintaining exceptional standards across all aspects of the hotel environment. This role offers a fantastic opportunity for a hospitality professional ready to take the next step in their career and make a meaningful impact. This is a full-time exempt position reporting directly to the Hotel Manager. Salary Range: $56000-$60000

The Normandy Hotel sits just off Connecticut Avenue tucked among the stately embassies of peaceful Kalorama with the bistros and boutiques of DuPont Circle neighborhood just around the corner. The eclectic cuisine and independent shops of Adams Morgan are just a short jaunt away and when its time to return The Normandy feels like coming home. Welcoming attentive and personalized service is the hallmark of The Normandy. We are a breath of fresh air where guests feel they can unwind on the breezy courtyard patio or curl up with a book in our sun-drenched breakfast room.

Who We Are

• Passionate - about hospitality and fostering an environment where associates will thrive.
• Culture driven - dedicated to respect teamwork an entrepreneurial spirit and the drive to succeed.
• Unique - we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion.
• Innovators - we are a lifestyle hotel management company that is constantly evolving. We are open minded individuals who embrace change.
• A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement.
• Top 10 on Trip Advisor. We have high expectations and standards. It is always about the Guest Experience. We strongly believe in creating personalized and memorable connections all of the time.
• A company that has a culture of promoting from within.
• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 7 years.

What You Will Be Doing

• Responsible for the success of both the housekeeping and engineering departments (heart of house).
• Supervise coach and train housekeeping and engineering colleagues providing real-time feedback and ongoing development.
• Be a manager on duty providing support to all hotel colleagues in all departments when other leaders are not there.
• Lead by example acting with integrity accountability and a guest-first attitude during all shifts including nights weekends and holidays.
• Maintain a supportive positive work environment that promotes team engagement and alignment with the company vision.
• Ensure timely and professional handling of guest complaints and special requests.
• Respond consistently and thoughtfully to guest reviews and feedback.
• Collaborate closely with other hotel departments to ensure a room readiness and consistent product across all guest rooms.
• Oversee room inventory and collaborate with other departments to optimize guest experiences and operational flow.
• Enforce hotel policies procedures and standards including safety emergency protocols and quarterly compliance trainings
• Support scheduling payroll processing performance evaluations and coaching for the front office team

What Were Looking For

• 1-2 years of hotel experience including at least 1 year in a supervisory or leadership role.
• Strong written and verbal communication skills; professionalism in all interactions
• Working knowledge of hotel property management systems and Microsoft Office
• Familiarity with the local area and ability to recommend personalized guest experiences
• Receptive to feedback with the ability to communication across all levels of the organization
• Flexible availability; able to work a variety of shifts including weekends holidays and overnights if needed.

Whats in it for you

• Eligible for quarterly bonus plan
• Generous health dental and vision insurance plus 401K all available on day 1!
• Access to free virtual fitness classes and discounted in-person memberships
• Wellness credit
• Gifted PTO on Day 1 paid holidays
• Paid Parental Leave
• Tuition reimbursement opportunities when you grow we grow!

Non-Negotiables (Our Core Values)

• BE WILDLY PASSIONATE. Inspire others with your thirst for excellence.
• LEARN INNOVATE:Treat every day as an opportunity to grow. Be creative and think outside the box.
• EMBRACE CHANGE. Remain agile flexible and nimble to thrive in an evolving world.
• COMMUNICATE. Listen with the intent to understand. Share all relevant information.
• TAKE OWNERSHIP. Have integrity be accountable for your behaviors and results.
• BUILD A POSITIVE TEAM. Learn from one another and help each other to be great.
• SERVE OTHERS. Our guests community and each other. Be a part of the bigger picture.
• LIVE 360. Practice work-life balance.

As part of an organizational culture that embraces change and progress this job description does not seek to limit the tasks and responsibilities of the position. Rather it acts as a springboard for future career and personal development within the property team and entire Modus Hotels community.

We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to Modus standards to work. Discrimination based on gender age race religion national origin marital status sexual orientation disability or any other characteristic not related.

Modus by PM Hotel Group will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.

This description is subject to change at the sole discretion of the Company and in no way creates an employment contract implied or otherwise; each associate remains at all times an at will associate.

This position is exempt and will require standing and moving at least 75% of the time.

Required Experience:

Manager