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Operations Manager

Historic Taos Inn | Imprint Hospitality

The Operations Manager plays a critical leadership role in supporting the Area General Manager by overseeing daily hotel operations across Front Desk, Housekeeping, and Maintenance. This position ensures a seamless guest experience from arrival to departure while maintaining immaculate guest rooms, public areas, and back-of-house spaces.

The Operations Manager serves as the primary onsite operational leader for Historic Taos Inn and is responsible for maintaining continuity of daily operations when the Area General Manager is not onsite. This position is empowered to make day-to-day operational decisions that support guest satisfaction, employee engagement, and property performance.

This is a hands-on, working manager role. The Operations Manager actively supports the Front Desk and Housekeeping teams on the floor while leading service execution, coaching team members, managing schedules and inventory, and ensuring safety, cleanliness, and operational consistency.

The Operations Manager serves as the primary onsite leader for Rooms Operations and partners closely with the Food & Beverage Operations Manager to ensure seamless communication, consistent service delivery, and an exceptional overall guest experience. Together, these operational leaders support property performance, team engagement, and the successful execution of Historic Taos Inn's service standards while reporting directly to the Area General Manager.

The Operations Manager champions the authentic hospitality, culture, and community spirit that make Historic Taos Inn a unique destination and ensures every guest experiences the warmth and character of Taos throughout their stay.

Key Responsibilities

Leadership & Team Development

• Support the Area General Manager in leading daily hotel operations and service delivery.

• Train, coach, onboard, and develop Front Desk and Housekeeping team members.

• Provide daily guidance, feedback, and accountability to ensure service and cleanliness standards are met consistently.

• Foster a positive, inclusive, and high-performance culture aligned with Imprint Hospitality values.

• Act as the primary escalation point for team and guest concerns when the Area General Manager is not present.

• Assist in recruiting, interviewing, and providing feedback on candidates.

• Conduct daily stand-up meetings and communicate operational priorities, occupancy expectations, VIP arrivals, and service opportunities.

• Partner with the Food & Beverage Operations Manager to promote collaboration across departments and foster a unified culture focused on guest satisfaction, teamwork, and operational excellence.

Front Desk & Guest Experience Operations

• Perform front desk duties including guest check-in/check-out, reservations, and concierge support.

• Ensure accurate guest billing, cash handling, and daily balancing procedures.

• Respond promptly and professionally to guest concerns and service recovery opportunities.

• Coordinate group arrivals, departures, transportation, and special guest needs.

• Maintain lobby, market, breakfast, and public guest areas to brand standards.

• Perform Night Audit duties as needed.

• Ensure all Front Desk Associate checklists, logs, and procedures are completed daily.

• Monitor guest review platforms and work proactively with team members to improve guest satisfaction scores and online reputation.

• Collaborate with the Food & Beverage Operations Manager to ensure effective communication regarding special events, VIP guests, group arrivals, entertainment schedules, and guest needs that impact multiple departments.

• Work jointly with Food & Beverage leadership to address guest concerns and service recovery opportunities that involve cross-functional areas of the property.

Housekeeping & Property Operations

• Oversee daily housekeeping operations including room assignments, inspections, public areas, and deep-clean schedules.

• Actively assist with room cleaning and inspections to support productivity and quality control.

• Ensure compliance with cleanliness, sanitation, brand, and safety standards.

• Manage Lost & Found procedures and coordination with the Front Desk.

• Partner with maintenance to report repairs, safety hazards, and preventative maintenance needs.

• Ensure hotel grounds, hallways, stairwells, and back-of-house spaces are clean, organized, and safe.

• Conduct routine room and property inspections to ensure Historic Taos Inn maintains exceptional presentation standards reflective of its historic character and guest expectations.

• Maintain close communication with the Food & Beverage Operations Manager regarding cleanliness, presentation, and operational issues affecting shared guest spaces and public areas.

Scheduling, Inventory & Financial Support

• Assist with creating and managing Front Desk, Housekeeping, and Maintenance schedules based on occupancy and labor budgets.

• Monitor labor, review timecard punches, and ensure proper documentation and approvals.

• Manage inventory of housekeeping supplies, linens, terry, market items, and guest supplies.

• Place supply orders as needed and assist with cost control and expense management.

• Support daily rate strategies and selling initiatives to maximize occupancy and revenue.

• Review labor productivity and staffing levels daily to align service levels with occupancy demands.

Safety, Security & Communication

• Ensure hotel safety, security, and emergency procedures are followed at all times.

• Train and enforce guest check-in, security, and access control procedures.

• Support implementation of emergency preparedness and safety training programs.

• Maintain clear communication with all departments regarding guest needs, room status, and operational updates.

• Immediately address and escalate any safety concerns, property issues, or guest-impacting conditions to protect guests, team members, and hotel assets.

• Partner with the Food & Beverage Operations Manager to ensure consistent execution of safety, security, and emergency response procedures throughout the property.

• Maintain proactive communication and collaboration between Rooms Operations and Food & Beverage teams to ensure alignment on daily priorities, occupancy levels, events, and guest expectations.

Additional Duties

• Support special projects, renovations, and property-wide initiatives.

• Run errands using personal or company vehicle to pick up or deliver supplies and equipment.

• Support other departments as needed to ensure overall hotel success.

• Collaborate with the Food & Beverage Operations Manager and Area General Manager on property-wide initiatives, special events, guest experience enhancements, and operational improvement efforts.

• Assume daily operational leadership responsibilities in the absence of the Area General Manager.

• Perform other duties as assigned.

You Are

• Committed to excellence

• Culture driven

• Transparent

• Passionate

• Courageous

• Intentional

• Authentic

• Competitive

• Creative

• Dynamic

• Nimble

• Engaging

• Fun

• Detail oriented

You Can

• Lift, push, pull, and carry up to 50 pounds.

• Frequently bend, kneel, reach, and stand for extended periods.

• Work on your feet for portions of the shift and use a computer regularly.

• Respond quickly and effectively in emergency situations with full mobility.

You Have

• Experience leading teams in hospitality, hotel operations, housekeeping, maintenance, or front desk environments.

• Strong knowledge of guest service, cleanliness standards, and hotel operations.

• Ability to use computers, email, Microsoft Office, and property management systems.

• Excellent communication skills, both verbal and written.

• Strong problem-solving ability and attention to detail.

• The ability to remain calm and professional during high-pressure or emotional guest situations.

• Flexibility to work weekends, holidays, and overtime as needed.

• Previous supervisory or management experience in a boutique, independent, or lifestyle hotel environment preferred.

• Demonstrated ability to work collaboratively with leaders across multiple departments to achieve common operational and guest service goals.

• Strong communication and relationship-building skills with the ability to foster teamwork and accountability across departments.

• A passion for creating memorable guest experiences and building high-performing teams.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.