OPERATIONS MANAGER

Full-Service Hotel Marriott Long Island / Hilton Long Island

Position Summary

The Operations Manager is responsible for overseeing the daily operation of key hotel departments to ensure exceptional guest service operational efficiency and brand-standard compliance. This role serves as a hands-on leader who partners closely with department heads the General Manager and Human Resources to drive consistent service delivery improve processes and support a positive and engaged workplace culture.

The ideal candidate is an organized service-driven leader who thrives in a fast-paced environment excels in cross-departmental communication and can influence and uphold accountability across all operational areas.

Key Responsibilities

Guest Experience & Service Standards

• Ensure the consistent delivery of exceptional guest experiences across all operational departments.

• Monitor guest feedback (GSS social media brand surveys) and actively address service concerns through coaching and follow-up.

• Conduct regular guest-facing rounds in public spaces F&B venues front office and lobby areas to ensure service excellence.

• Support brand standards (Marriott BSA Hilton QA CleanStay/Power of Clean BASE) and ensure departments maintain required compliance levels.

Operational Oversight

• Oversee the daily operation of Front Office Housekeeping Food & Beverage Engineering and other functional areas as assigned.

• Partner with department leaders to ensure appropriate staffing scheduling and workload distribution.

• Review departmental logs shift reports and incident reports ensuring issues are addressed and followed through.

• Support inventory controls room readiness cleanliness standards and engineering work-order completion.

• Monitor lobby presence guest flow and arrival/departure patterns to ensure efficient operations.

Leadership & Team Development

• Provide leadership presence during AM/PM peak periods weekends and high-volume events.

• Coach and support department supervisors to drive accountability consistency and performance.

• Reinforce Blue Sky/Marriott/Hilton culture standards through daily interactions recognition modeling behavior and feedback.

• Participate in interviewing hiring onboarding and developing associates to support strong departmental teams.

Training & Compliance

• Ensure all departments maintain compliance with required brand training (MGS DLZ BASE Power of Clean Bonvoy/Loyalty CleanStay etc.).

• Partner with HR to ensure managers complete new-hire checklists on-the-job training safety training and brand modules within required timelines.

• Support enforcement of policies SOPs safety practices and operational standards.

• Facilitate or support leadership and associate training as needed.

Communication & Cross-Department Collaboration

• Maintain daily communication with the General Manager and department heads regarding operational issues staffing needs and guest concerns.

• Ensure accurate shift-to-shift communication through logs handover reports and follow-up notes.

• Assist with pre-shift meetings to ensure teams are informed on VIPs occupancy forecasts events and priorities.

• Act as a liaison between departments to ensure smooth coordination for arrivals groups banquets F&B operations room readiness and engineering projects.

Brand Safety & Quality Assurance

• Conduct regular property walks to identify issues related to safety cleanliness maintenance and brand compliance.

• Follow up on deficiencies and ensure corrective actions are completed in a timely manner.

• Support safety initiatives emergency response protocols incident reporting and risk-mitigation efforts.

• Assist in preparation for QA/BSA brand audits and internal evaluations.

Administrative Responsibilities

• Assist the General Manager with special projects reporting and operational initiatives.

• Support budgeting labor controls forecasting and scheduling as applicable.

• Review labor productivity overtime trends and staffing alignment to business needs.

• Assist with documentation coaching notes and follow-up related to performance expectations within departments.

Qualifications

• 35 years of hotel operations experience in a full-service branded environment.

• Previous leadership experience in Front Office Housekeeping or F&B preferred.

• Strong understanding of hotel systems brand standards and service protocols.

• Ability to multitask and manage competing priorities in a fast-paced environment.

• Excellent interpersonal communication and problem-solving skills.

• Ability to work a flexible schedule including evenings weekends and holidays.

• Experience with Marriott MGS/Opera or Hilton OnQ/Hilton U preferred.

Behavioral Competencies

• Hands-on visible leader with strong customer-service orientation.

• Ability to resolve conflict coach effectively and drive accountability.

• Calm under pressure solutions-focused and proactive in preventing issues.

• Strong follow-through and organizational discipline.

• Collaborative leadership style that supports departments and builds trust.

Physical Requirements

• Ability to stand and walk for extended periods of time.

• Ability to lift up to 25 lbs. as needed for operational support.

• Ability to respond to on-property emergencies or guest needs as required.