Hotel Operations Manager

THE KEY HOTEL

HILTON GARDEN INN - DOWNTOWN DUBUQUE

Q CASINO + RESORT

Hotel Operations Manager

POSITION SUMMARY:
The Hotel Operations Manager is responsible for overseeing all front-of-house operations for The Key Hotel by Tapestry and Hilton Garden Inn Dubuque, ensuring exceptional guest service, operational efficiency, and consistent execution of brand standards. This position leads the Front Desk, Night Audit, and Public Area teams while maintaining a collaborative, dotted-line relationship with Housekeeping to ensure seamless guest experiences and hotel presentation.

The Hotel Operations Manager is responsible for ensuring Front Office Standard Operating Procedures (SOPs) are current, consistently followed, and aligned with Hilton brand standards. This leader promotes a guest-first culture, takes ownership of the overall guest experience, and ensures public spaces remain clean, welcoming, and guest-ready at all times.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to: Director of Hospitality
• Supervises: Front Desk Associates, Night Audit Team, Public Area Attendants/Cleaners
• Dotted Line Collaboration: Housekeeping Supervisors, Housekeeping, Laundry Attendants and Leads.

DUTIES & RESPONSIBILITIES:

Leadership & Operations

• Oversee all Front Desk, Night Audit, and Public Area operations.
• Develop schedules and ensure adequate staffing levels to meet business demands.
• Serve as the primary point of contact for operational issues, staffing concerns, guest escalations, and shift coverage.
• Participate in the recruitment, interviewing, hiring, onboarding, and training of Front Office and Public Area team members.
• Conduct daily team huddles to communicate occupancy levels, VIP arrivals, special events, guest concerns, and operational priorities.
• Ensure consistent communication between shifts and departments.
• Maintain compliance with Hilton brand standards and company policies.
• Participate in department meetings and communicate key information to team members.
• Complete assigned projects and initiatives in a timely manner.

Guest Experience

• Lead by example in delivering exceptional guest service.
• Coordinate check-ins, arrivals, departures, and special accommodations for Hilton Honors members and VIP guests.
• Resolve guest concerns and service recovery situations promptly and professionally.
• Build rapport with returning guests and maintain awareness of guest preferences within hotel systems.
• Utilize guest communication platforms and property management systems to enhance guest engagement and satisfaction.
• Serve as a brand ambassador for The Key Hotel, Hilton Garden Inn Dubuque, and Q Casino + Resort.
• Identify opportunities to increase Hilton Honors enrollment and guest loyalty.

Front Office Administration

• Ensure reservation accuracy, room assignments, guest requests, and folio billing accuracy.
• Monitor front office productivity, service standards, and key performance indicators.
• Maintain front office inventory and order necessary operational supplies.
• Support sales and event teams with group room blocks, booking links, and guest communication as needed.
• Participate in revenue management discussions and operational planning meetings.

Public Area Oversight

• Ensure all public spaces remain clean, organized, safe, and guest-ready.
• Lead and support Public Area Attendants in maintaining hotel appearance standards.
• Conduct routine inspections of lobbies, corridors, meeting spaces, restrooms, entrances, and exterior guest-facing areas.
• Coordinate with housekeeping leadership regarding cleanliness concerns affecting the guest experience.

Cross-Department Collaboration

• Maintain a strong working relationship with the Housekeeping Supervisor to ensure room readiness, guest satisfaction, and efficient operational flow.
• Coordinate with housekeeping leadership regarding VIP arrivals, occupancy changes, special requests, and room availability.
• Support overall hotel operations by assisting in functions outside the department when necessary.

EDUCATION & EXPERIENCE:

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3-5 years of progressive hotel leadership experience required.
• Previous experience leading front office operations in a hotel environment preferred.
• Experience supervising guest service teams and driving service excellence.
• Hilton brand experience preferred

STANDARDS OF PERFRORMANCE

• Excellent leadership, coaching, and team development skills.
• Strong analytical, organizational, and problem-solving abilities.
• Outstanding guest service focus and commitment to hospitality excellence.
• Effective verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong conflict resolution and service recovery skills.
• Proficiency in Microsoft Office and hotel property management systems.
• Flexible availability based on operational needs, including weekends and holidays.
• Professional appearance and demeanor that reflects company and brand standards.

CULTURAL FIT AND VALUES
Embodies our FORT values—Fun, Ownership, Respect, and Teamwork—by fostering collaboration, transparency, and a service-oriented mindset toward both the organization and the community. Models “Show Up, Step Up, Lift Up” leadership in daily actions and decision-making.