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Dual Hotel Operations Manager

Homewood Suites by Hilton Fort Wayne & Hilton Garden Inn Fort Wayne

Position Summary

The Dual Hotel Operations Manager is responsible for the day-to-day operation of both the Homewood Suites by Hilton Fort Wayne and Hilton Garden Inn Fort Wayne. This position supports the General Manager in delivering exceptional guest experiences, maximizing financial performance, maintaining brand standards, and developing associates. The Operations Manager provides leadership to all operating departments, ensuring efficient execution, cost control, and consistent service excellence across both hotels.

Essential Responsibilities

Operations Leadership

• Oversee daily operations of Front Office, Housekeeping, Breakfast/F&B, and Maintenance departments at both properties.
• Serve as Manager on Duty and provide hands-on operational support.
• Ensure compliance with Hilton brand standards, safety requirements, and company policies.
• Maintain exceptional cleanliness, service quality, and property appearance.
• Coordinate preventive maintenance programs and life-safety compliance.

Guest Experience

• Foster a culture of hospitality and guest engagement.
• Resolve guest concerns promptly and professionally.
• Monitor and improve guest satisfaction metrics, including Stay Experience scores and online reviews.
• Ensure proper handling of guest recovery and service recovery procedures.

Financial Performance

• Assist with budgeting and forecasting processes.
• Monitor labor productivity and staffing levels based on occupancy.
• Control departmental expenses and identify opportunities for cost savings.
• Review payroll, overtime, and scheduling to maximize profitability.
• Support revenue initiatives to maximize occupancy, ADR, and RevPAR.

Team Leadership

• Recruit, train, coach, and develop associates and supervisors.
• Conduct performance evaluations and disciplinary actions as required.
• Promote teamwork and employee engagement.
• Ensure training compliance and succession development.

Revenue and Sales Support

• Work closely with the Sales department to ensure smooth group and transient operations.
• Participate in revenue strategy discussions.
• Ensure proper execution of group arrivals and special events.
• Support local business development and community involvement.

Administrative Responsibilities

• Review daily reports and operating metrics.
• Ensure accurate inventories and departmental controls.
• Maintain compliance with all Hilton and company reporting requirements.
• Participate in month-end and year-end processes.
• Assist with purchasing and expense management.

Qualifications

Education & Experience

• Minimum 3 years hotel supervisory or management experience required.
• Hilton brand experience preferred.
• Experience in select-service and extended-stay operations strongly preferred.
• Previous experience as Assistant General Manager, Operations Manager, or Department Head preferred.

Knowledge and Skills

• Strong understanding of hotel financial statements and labor management.
• Excellent leadership, communication, and coaching abilities.
• Knowledge of Hilton systems including PEP, R&I, and Hilton brand standards preferred.
• Ability to analyze operational data and implement improvement plans.
• Strong guest service and problem-solving skills.
• Ability to work flexible schedules including weekends and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds.
• Ability to respond to emergencies and work varying shifts as business demands require.

Performance Expectations

• Achieve guest satisfaction goals (Stay Experience and service recovery metrics).
• Maintain labor costs within forecast.
• Ensure both properties meet Hilton QA and brand standards.
• Drive associate engagement and retention.
• Improve profitability through expense control and operational efficiency.
• Maintain a safe and productive work environment.

Reporting Relationship

Reports To: Dual General Manager
Supervises: Front Office, Housekeeping, Maintenance, Breakfast/F&B Supervisors and Department Leaders

Location: Homewood Suites by Hilton Fort Wayne & Hilton Garden Inn Fort Wayne
Status: Full-Time, Exempt

This position requires a highly visible leader capable of balancing the operational needs of two Hilton properties while delivering exceptional guest service and strong financial performance.

• Medical, Dental, and Vision Insurance • Short-Term and Long-Term Disability • 401(k) Retirement Plan

• Term Life and AD&D Insurance • Employee Incentive Program • Voluntary Life Insurance (self, spouse, child) Accident, Critical Illness, Hospital Indemnity • Hotel Stay Perks (Marriott, Hilton) • Educational Reimbursement • Paid Time Off • Manager in Training Program (where applicable)

PAH Management is a Dallas-based hotel ownership and management company operating a portfolio of select-service properties across multiple states under Marriott and Hilton brands. We are dedicated to developing a culture that places associates first while becoming America's preferred hotel management company.

Equal Opportunity Employer

Phoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.