POSITION DESCRIPTION
Hotel Operations Manager
Location: Juneau
Exemption Status: Exempt
Pay Grade(s): 12 ($76,989.43 - 100,425.00 DOE)

Purpose: The Hotel Operations Manager (Operations Manager) will work closely with front office staff to ensure all guest requests are handled promptly and efficiently while overseeing a wide range of hotel management duties. Responsibilities include front desk supervision, hotel maintenance, and ensuring the safety and security of staff and guests. Additionally, the Operations Manager will design, implement and oversee a comprehensive training program which will be made available for applicants utilizing Tlingit and Haida’s educational programs. The Operations Manager must have excellent revenue management skills, including budgeting, profit and loss analysis, and revenue forecasting, while also being knowledgeable about Tlingit & Haida policies, federal and state laws, and performance standards. They will promote teamwork, communication, and service excellence, and provide on-site supervision of staff, assisting with front desk operations as needed.

Essential Functions. An individual in this role must be able to perform the following functions with or without reasonable accommodation:
• Ensure that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximize the profitability of all outlets. Maintain effective cost controls in all areas.
• Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Work alongside all hotel staff to ensure the smooth running of the day-to-day operations.
• Monitoring staff performance through regular assessments of productivity levels and employee satisfaction.
• Overseeing the budget to ensure that costs do not exceed revenues
• Monitoring occupancy rates and room rates to ensure that profits are maximized while ensuring that customers are satisfied
• Developing and implementing marketing strategies to promote hotel brand awareness and increases in revenue
• Conduct regular operations meeting with all hotel staff to discuss routine operational matters, departmental performance targets and guest feedback.
• Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
• Ensure consistent implementation and review of the standard of operations throughout all Departments.
• Be responsible for all day-to-day queries, complaints or problems that arise in the hotel.
• Liaise weekly with the Tribal Development Chief Officer/Specialist to forecast Hotel business on a weekly basis and plan accordingly.
• Maximize financial opportunities and achieve a pro-active up-selling environment throughout the hotel.
• Conduct regular fire walks and Health & Safety audits and include the hotel Caretaker.
• Promote a positive employee relations culture through effective communication and regular team meetings.

• Training Program Duties
• Develop comprehensive training materials and programs for all hotel staff, ensuring alignment with organizational standards, policies, and guest service expectations.
• Regularly evaluate staff performance to identify training gaps and design tailored programs to address skills development, operational efficiency, and service excellence.
• Lead in-person and virtual training sessions for new hires and ongoing staff development, ensuring engagement, retention, and effective application of learned skills.
• Continuously review and update training programs based on staff feedback, changes in policies or procedures, and evolving industry standards to ensure they remain relevant and effective.
• Implement a tracking system to monitor staff progress, completion rates, and the impact of training on overall performance, using data to inform future training initiatives.

Knowledge, Skills & Abilities. A comprehensive set of capabilities required to perform job tasks effectively:
• Must have the leadership qualities to communicate professional and effectively with guests, co-workers, and managers
• Knowledgeable in conflict management
• Experienced in interpersonal and employee management
• Extensive knowledge of computer software applications including MS word Excel, Outlook, Power Point, and Access or other database programs.
• Basic knowledge of accounting systems.
• Ability to work independently and prioritize workload.
• Ability to organize, plan and maintain confidential records of the customers.
• Ability to compare data from a variety of sources for accuracy and completeness, identify discrepancies or inaccuracies and make corrections.
• Project management and conflict resolution skills.
• Ability to organize and plan record keeping and filing systems.
• Ability to create hotel budget, profit and loss data and financial forecasting.
• Ability to plan, organize, direct, coach, and evaluate work, operations, and activities for all staff including training, performance productivity and office logistics.
• Familiarity with Tlingit, Haida, and Tsimshian culture

Minimum Qualifications (education, experience, skills):
• Bachelors degree; equivalent related experience may be substituted
• Two (2) years of supervisory experience
• Three (3) years of hospitality industry management and front desk experience, or prior experience in the travel and tourism industry.
• Must be 21 years of age with a Valid Driver’s License

Preferred Qualifications (education, experience, skills):
• Five (5) years of hospitality industry management and front desk experience, or prior experience in the travel and tourism industry.

• Certified travel associate (CTA) or certified travel counselor (CTC).

Physical Requirements. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation:
• The majority of work is performed in a professional office setting and is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 40 lbs.
Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
• Some travel may be required on small aircraft or ferry.
• Certain positions at Tlingit and Haida may have exposure to certain hazardous materials or conditions. The supervisor will review these if applicable.