Tapestry By Hilton

The is a Dual Operations Manager position for the Tapestry by Hilton (Hotel Lela) and the Tru by Hilton Wilmington

What Makes a McKibbon Operations Manager? 

As a key member of the property leadership team, the Operations Manager oversees the day-to-day operations of the hotel, ensuring smooth and efficient functioning of all departments to deliver exceptional guest experience.  The Operations Manager may have specific departments assigned to them to oversee at different times such as the Food & Beverage Department or Housekeeping and Front Office. The Operations Manager reports to the General Manager, who will determine the departments of responsibility.  The Operations Manager will be responsible for maintaining the highest level of ethical leadership to lead the associates to deliver the highest standard of customer service while embodying McKibbon’s Guiding Principles. 

A Day in the Life: 

• Operations Manager will be responsible for supervising associates, managing expenses and maintaining high service standards in all departments including front desk, housekeeping, food and beverage and maintenance.
• Responsible for ensuring smooth and efficient delivery of all hotel services to guests.
• Maintain a high level of cleanliness, service and guest satisfaction throughout the property.
• Assist in hiring, training and onboarding new employees to ensure adherence to company policies, procedures and brand standards.
• Schedule, motivate and lead staff to ensure property coverage and achieve high performance, customer service excellence, and operations efficiency.
• Monitor and evaluate staff performance, providing feedback and coaching as needed.
• Ensure guest satisfaction by addressing guest concerns, complaints, and requests in a timely and professional manner.
• Regularly review guest feedback and ratings, using insights to enhance service quality.
• Assist in managing the hotel’s operating budget by monitoring expenses based on guidance from the general manager.
• You will assist with sales and champion the Daily Sell Strategy. 
• You will be responsible for maintaining compliance and remaining up to date on new initiatives for the brand and company. 
• You will support guest experience and satisfaction in all operations ensuring problem resolution. 
• Depending on your department of responsibility, you may be responsible for conducting daily reviews of guaranteed no-show billing, guest ledger, and accounts receivables. 
• Depending on your department of responsibility, you may be responsible for overseeing the Market (fully stocked, weekly inventory, place orders). 
• Depending on your department of responsibility, you will assist the Executive Housekeeper, inspecting guest rooms and public areas. 
• Depending on your department of responsibility, you may be responsible for maintaining and managing F & B Inventories, and ordering.
• You will fill in where and when needed, in positions throughout the hotel operation.
• Ensure proper documentation and reporting of guest and associate incidents or accidents.
• Operations Manager will act as MOD when scheduled in the absence of the General Manager or Assistant General Manager.
• Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression.

Requirements: 

• Experience working in a hotel as a front desk representative (or equivalent) 
• Experience with major hotel brands like Marriott, Hilton, or Hyatt (highly desired) 
• The ability to work weekends, holidays, and evenings. 
• The ability to ensure that hotel policies and brand standards are followed. 
• Must be attentive, friendly, helpful, and courteous to clients, guests, and associates.

Ideal Skills & Qualities: 

• Excellent communication and problem-solving skills both written and verbal.
• The skills and experience to lead a team to consistently deliver exceptional guest service. 
• Maintaining positive relationships with associates to drive associate satisfaction
• Knowledge of hotel management PMS systems.
• Customer focused with a passion for providing exceptional service.
• Ability to work under pressure and handle difficult situations professionally. 

Perks & Benefits Beyond the Basics: 

We know that hospitality starts from within, and that’s why we value the employee experience as much as we value our guests’ experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that’s equal parts work and play. Our people will always be our first investment. We offer benefits and perks based on full or part time employment: 

Benefits: Full Time Associates:  

• Comprehensive benefits package including medical, dental, and vision  

• Life insurance 

• Pet Insurance

• Short and long-term disability 

• Paid time off and holidays 

• Tuition assistance 

Financial & Occupational Wellness: All Associates 

• Competitive Compensation with incentives (incentives vary by position)

• 401K Savings Plan, 50% matching up to 10% of compensation

• Associate referral program 

• Brand and company training classes, workshops and conferences for career growth and development (varies by position)

Personal Wellness: All Associates

• Fundraising matching funds program 

• Team volunteer opportunities 

• 24/7 chaplain services 

• Exclusive hotel rate discounts 

Any state specific holiday, vacation or benefit requirements will apply.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other protected characteristic in accordance with applicable federal, state, and local laws.