Service Operations Manager Jobs in Potomac, MD (NOW HIRING)

We are pleased to announce a wonderful opportunity for an Operations Manager.

What will you be doing most days?

• Coach and support hotel team to effectively manage wages and controllable expenses. Strives to maintain profit margins without compromising guest or team member satisfaction
• Manage costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation
• Ensure service, technical skills and other training occurs throughout the property to support successful daily operations
• Ensure the cleanliness and functionality of of the rooms and entire building of the hotel.
• Effectively run and oversee the housekeeping department ensuring that it is run and operating effectively on a daily basis
• Review financial reports and statements to understand property's performance versus budget and expenses. Works to determine areas of concern and develops strategies to improve performance
• Establish and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team
• Establish a presence with team members on property and actively solicits team member feedback. Utilizes an "open door" policy and reviews team member engagement results to identify and address team member problems or concerns. Ensures team members are treated fairly and equitably
• Hire team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation
• Foster team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members
• Demonstrate and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results
• Serve as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
• Observe service behaviors of team members and provides feedback to individuals and/or supervisors
• Review comment cards, guest survey results and other data to identify areas of improvement
• Analyze service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
• Ensure that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations
• Make decisions and oversee team performance, removes obstacles to success and ensures adequate resources are available to achieve business results
• Inspire and motivate teams to achieve operational excellence
• Ensure policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate
• Ensure property meets franchise standards
• Ensure property is a safe and secure facility for guests and team members
• Communicate and ensure execution of hotel emergency procedures

What are the requirements for this position?

• You have 3+ years of previous hotel management experience preferred
• Food and Beverage experience preferred
• You have previous hotel leadership experience with proven success in leading teams
• You have the ability to coach, train, praise, and discipline employees effectively and consistently
• You have at least a high school diploma, with a college degree preferred
• You have extensive financial knowledge and strong business acumen
• You have a valid driver's license from the appropriate state
• You have a drive for results demonstrated through successful performance in prior leadership positions
• You have an action orientation to work efficiently and effectively toward operational objectives
• You have strong time management skills to meet commitments across multiple departments and roles
• You have a customer focus to consistently deliver optimal employee and customer satisfaction for the hotel

Physical Requirements for this Position

You must be able to walk and stand for extended periods of time as the job dictates.

Travel Requirements

This position does not require travel.

This property is managed by OTO Development.

About OTO Development

OTO Development is an industry-leading hotel development and management company. Partnering with the strongest brands in hospitality, OTO owns and operates a portfolio of upscale select service, extended stay, and lifestyle hotels in key markets across the United States.

OTO has been honored as Developer of the Year by major brand partners multiple times while also earning accolades for outstanding guest service, operational excellence, community service, and sales, marketing, and revenue success.

Our company provides competitive pay and benefit programs, including medical insurance options, dental and vision insurance, 401k with company match, company provided life insurance, tuition assistance, paid time off, paid holiday time, travel discounts, and more.

Position: Operations Manager

Department: Operations

Exempt

Position Reports to: Assistant General Manager

Revised 5/8/26