Hotel Operations Manager

DoubleTree by Hilton St. John's HarbourviewJob DescriptionFull job description
Job OverviewHotel Operations ManagerDoubleTree by Hilton St. John’s Harbourview | St. John’s, Newfoundland and LabradorJob OverviewDoubleTree by Hilton St. John’s Harbourview is seeking a dynamic, service-driven, and results-oriented
Hotel Operations Manager
to support the day-to-day leadership and overall performance of our hotel.This is a hands-on leadership role for an experienced hospitality professional who is passionate about delivering exceptional guest experiences, developing high-performing teams, and maintaining operational excellence. Working closely with the General Manager and department leaders, the Hotel Operations Manager will oversee key areas of hotel operations, ensure consistent service delivery, and help drive guest satisfaction, employee engagement, and financial performance.The successful candidate will lead by example, foster a collaborative and accountable workplace culture, and ensure that our hotel consistently delivers the warm, welcoming, and memorable hospitality associated with the DoubleTree by Hilton brand.Key ResponsibilitiesHotel Operations & Guest ExperienceOversee daily hotel operations to ensure efficient, seamless, and consistent service across departments.Maintain a strong presence throughout the hotel, supporting front office, housekeeping, food and beverage, and other operational areas as required.Champion exceptional guest service by anticipating guest needs, resolving concerns promptly, and managing escalated issues with professionalism and sound judgment.Monitor guest feedback, online reviews, and satisfaction scores, identifying opportunities to improve the guest experience.Ensure compliance with Hilton brand standards, hotel policies, health and safety requirements, and applicable legislation.Support the development and implementation of operating procedures that improve service quality, productivity, and consistency.Lead, coach, motivate, and develop hotel team members to achieve operational and service excellence.Support recruitment, interviewing, onboarding, scheduling, and workforce planning to ensure appropriate staffing levels.Conduct performance reviews, provide constructive feedback, and identify training and development opportunities.Promote a positive, inclusive, and accountable workplace culture built on teamwork, communication, and mutual respect.Support department heads in managing employee performance, attendance, productivity, and workplace concerns.Ensure effective communication between departments through regular meetings, shift briefings, and consistent follow-up.Financial & Business PerformanceAssist the General Manager in achieving hotel revenue, profitability, labour, and expense targets.Monitor departmental performance, labour costs, payroll, overtime, and operating expenses, identifying opportunities to improve efficiency without compromising guest satisfaction.Support budgeting, forecasting, financial reporting, and the review of key performance indicators.Ensure proper cash-handling procedures, accurate reporting, and compliance with established financial controls.Collaborate with the sales and revenue management teams to support occupancy, average daily rate (ADR), revenue per available room (RevPAR), and overall hotel performance.Monitor inventory, purchasing, and vendor relationships to maintain cost controls and operational standards.Front Office & Rooms DivisionOversee front office operations, including arrivals, departures, room assignments, reservations support, and guest account accuracy.Work closely with housekeeping and maintenance to ensure room readiness, cleanliness, preventive maintenance, and timely resolution of service issues.Monitor room availability, staffing coverage, and operational priorities to support a smooth guest journey.Support the effective use of the hotel property management system (PMS), Hilton systems, and other operational technology.Ensure appropriate follow-up on maintenance requests, guest recovery actions, and outstanding operational issues.Qualifications & SkillsPrevious experience in hotel operations, hospitality management, or a comparable leadership role within the hotel industry.Strong understanding of hotel operations, particularly front office, housekeeping, guest services, and interdepartmental coordination.Demonstrated ability to lead, coach, and develop teams while maintaining high standards of accountability and service.A genuine passion for hospitality and a commitment to delivering exceptional guest experiences.Strong problem-solving, decision-making, organizational, and time-management skills.Excellent verbal and written communication skills, with the ability to interact professionally with guests, employees, vendors, and business partners.Financial acumen, including an understanding of labour management, operating expenses, budgeting, forecasting, and departmental performance.Familiarity with hotel property management systems, scheduling platforms, payroll systems, and standard office applications.Ability to manage competing priorities in a fast-paced, guest-focused environment while maintaining attention to detail.Flexibility to work varied shifts, including evenings, weekends, and holidays, as operational requirements dictate.AssetsExperience working within a branded hotel environment;
Hilton experience is anadvantage.Familiarity with Hilton brand standards, guest satisfaction metrics, and Hilton Honors service expectations.Experience with hotel revenue management principles, sales coordination, and performance reporting.Food safety certification or other relevant hospitality certifications.Additional language skills are an asset.What We’re Looking ForWe are looking for a visible, proactive, and approachable leader who takes pride in operational excellence and understands that successful hotel management begins with engaged employees and exceptional guest service.The ideal candidate is equally comfortable supporting the team on the floor, resolving a guest concern, reviewing labour costs, coordinating with department leaders, and identifying opportunities to improve hotel performance. They demonstrate sound judgment, take ownership of challenges, follow through on commitments, and lead by example.Join Our TeamAt DoubleTree by Hilton St. John’s Harbourview, we believe memorable hospitality is created through genuine connections, thoughtful service, and a team that takes pride in what it does.If you are an experienced hospitality professional who thrives in a hands-on leadership role and is motivated to develop people, strengthen operations, and create outstanding guest experiences, we invite you to join our team.
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