Operations Manager

Job Title: Operations Manager

FLSA Status: Exempt

Reports To: General Manager

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Position Summary:

The Operations Manager plays a key role in overseeing daily operations at the Wickwood Inn, ensuring exceptional guest experiences and smooth property management. This position requires strong leadership, organizational excellence, and a hands-on approach to all facets of operations, from front-of-house hospitality to facilities management and team coordination. The Operations Manager supports the General Manager and owners in achieving strategic goals while fostering a warm, professional, and efficient working environment.

Minimum Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• 3–5 years of experience in hotel, inn, or hospitality operations management.
• Proven experience in guest relations, staff supervision, and vendor coordination.
• Proficiency with reservation systems (Think Reservations preferred) and Microsoft Office Suite.
• Strong understanding of housekeeping, maintenance, and guest service standards.
• Food Handling & Safety certification or ability to obtain within 30 days of hire.

Successful Candidate Profile:

The ideal candidate is an enthusiastic, hands-on hospitality professional who embodies the Wickwood Inn's brand values of warmth, excellence, and attention to detail. They are a brand ambassador—someone who takes pride in representing the Inn with professionalism and grace.

This person thrives in both front-of-house guest relations and behind-the-scenes operations, seamlessly shifting between greeting guests, managing teams, and resolving operational challenges. They are approachable, personable, and confident, with a natural ability to make guests and team members feel valued.

As a team player and versatile contributor, the successful candidate "wears many hats," willingly stepping in wherever needed—whether it's assisting with check-ins, arranging flowers, or overseeing maintenance. They enjoy being part of a small, collaborative environment and understand that success comes from working together.

A motivated leader, they inspire their team through clear communication, accountability, and leading by example. They are organized, resourceful, and action-oriented—someone who "gets things done" and takes pride in delivering results that uphold the Inn's reputation for exceptional service and operations excellence.

Role Responsibilities:

Operational Management:

• Provide exemplary customer service to all guests and visitors.
• Respond promptly to guest inquiries for overnight accommodations, encouraging reservations through personalized communication.
• Organize, set up, and host specialty retreats.
• Provide leadership and guidance to all Inn employees.
• Manage daily property operations, including light cleaning, guest room preparation, laundry, grounds-work, and seasonal design projects.
• Oversee the hiring, training, and scheduling of staff.
• Oversee Leads in managing, scheduling, and training all staff members based on weekly schedules (final sign-off required).
• Order general housekeeping supplies, manage costs, and maintain inventory within budget.
• Oversee maintenance and repair coordination, ensuring subcontractor service agreements are followed and small in-house repairs are completed as needed.
• Participate in business leadership team meetings (monthly via Zoom) and contribute to annual goals and performance reviews.
• Support achievement of business objectives established by the owners and reviewed bi-annually.
• Serve as spokesperson for the Wickwood Inn in the absence of the General Manager or owners, including during emergency situations.

Sales & Reservations (Think Reservations):

• Build relationships within the business community to position the Inn as a premier business retreat destination.
• Respond to incoming calls from Real Voice, Nancy, or guests requiring onsite assistance or information.
• Develop product knowledge to effectively answer guest inquiries.
• Maintain a shared Google calendar of events to ensure team awareness and coordination.

Human Resources:

• Handle all aspects of local recruiting including job postings, interviews, and job offers in consultation with the HR Advisor.
• Oversee onboarding and ongoing training for all employees.
• Provide and monitor hospitality and Food Handling & Safety training for all staff.
• Identify and train staff members for Concierge and Services Team roles.
• Participate in Annual Retreats (Goals, Strategy & Implementation).

Financial Management:

• Manage expenses for product ordering and ensure adherence to budget guidelines.

Physical Requirements:

• Ability to stand, walk, bend, lift up to 25 pounds, and perform light physical tasks related to housekeeping and setup.
• Availability to work flexible hours, including weekends, evenings, and holidays as needed.

The Wickwood Inn is an equal employment opportunity employer.

Job Type: Full-time

Pay: $45, $55,000.00 per year

Work Location: In person