Back of House Operations Manager

**Section 1: General Information** **Title:** Back of House (BOH) Operations Manager **Department:** Operations / Facilities **Reports To:** General Manager **Location:** Gulf Hills Hotel \& Resort **Section 2: Summary** The Back of House (BOH) Operations Manager is responsible for managing and executing all behind\-the\-scenes operations related to housekeeping, houseman services, and maintenance. This leader ensures all guest rooms, public areas, event spaces, and facility systems are clean, functional, and guest\-ready at all times. The role requires hands\-on oversight, proactive problem\-solving, detailed scheduling, and strong accountability standards to keep Gulf Hills running efficiently, safely, and beautifully. **Section 3: Qualifications** **Education:** High School Diploma required; technical, trade, or hospitality management education preferred **Experience and Skills:** * 3\+ years in hotel operations, housekeeping, or maintenance leadership * Experience managing teams and coordinating multiple departments * Bilingual in English and Español * Highly organized, detail\-oriented, and able to delegate effectively * Problem\-solver with strong follow\-through * Ability to handle fast\-paced environments and shifting priorities * Clear communicator, both written and verbal * Facilities knowledge (basic plumbing, electrical, HVAC, preventative maintenance) **Physical Requirements:** * Stand/walk for extended periods (up to 10 hours) * Lift/move up to 50 lbs. * Work in both indoor and outdoor conditions **Tech Proficiency:** * Flexkeeping, Cloudbeds, Akia, and Google Workspace (Docs, Sheets, Calendar) **Section 4: Key Responsibilities** **A. Housekeeping Operations** * Assign daily room assignments based on occupancy and turnarounds * Review room status reports by 11:00 AM; adjust assignments as needed * Conduct daily quality checks on random rooms and public areas * Ensure all rooms are stocked with correct linens, amenities, and staging elements * Maintain linen and supply inventory; restock weekly * Schedule and oversee regular deep\-cleaning rotations and seasonal room resets * Communicate with Front Desk on early arrivals, VIPs, delays, and special requests **B. Houseman Duties** * Schedule daily shifts and task coverage for public space upkeep (restrooms, lobbies, stairwells, pool, etc.) * Monitor timely delivery of linens, trash removal, and special room requests * Maintain clean, organized storage and supply areas * Support large turnover days and high guest\-traffic periods with real\-time oversight **C. Maintenance Operations** * Prioritize and assign daily maintenance tickets by 7:00 AM * Track and resolve guest\-impacting maintenance issues within 2 hours * Schedule and manage routine preventative maintenance (HVAC filters, plumbing, light fixtures, etc.) * Perform daily property walkthroughs to identify and prevent issues * Coordinate large\-scale vendor visits, inspections, and repairs * Keep maintenance logs, tools, and safety documentation up\-to\-date and organized **D. Team Leadership** * Hire, train, and supervise housekeeping, houseman, and maintenance staff * Provide hands\-on training and clear SOPs for each department * Maintain weekly department schedules and approve timecards * Conduct regular team huddles and 1:1 check\-ins with team * Address performance concerns promptly and document coaching as needed * Ensure all team members adhere to appearance, safety, and professionalism standards **E. Cross\-Departmental Support** * Coordinate with Front of House Manager to support timely room readiness and guest requests * Work closely with Sales \& Events team to prepare and maintain event spaces * Attend weekly manager meetings and provide departmental updates * Alert management to any operational disruptions that may impact guest experience * Support Food \& Beverage team with shared utility needs and post\-event cleanup **Section 5: Goals \& Performance Metrics** **Objectives:** * Maintain clean, safe, and fully functional property across all areas * Deliver responsive, on\-time housekeeping and maintenance services * Lead an efficient, well\-trained, and accountable BOH team **Key Outcomes:** * 95%\+ guest satisfaction on cleanliness and room condition * 90% of maintenance tickets resolved within 2 hours * All rooms ready by check\-in time daily * Staff attendance at or above 90% monthly * Housekeeping and maintenance supply costs stay within budget **Section 6: Schedule and Hours** **Schedule:** Flexible schedule required, including early mornings, evenings, weekends, and holidays based on business demand **Hours:** Full\-time salaried position; 45–50 hours per week **On\-Call:** Availability required for urgent maintenance and housekeeping needs **Section 7: Compensation** **Pay Structure:** Salaried; commensurate with experience Performance\-based bonuses tied to guest satisfaction and department efficiency Job Type: Full\-time Pay: $42,000\.00 \- $50,000\.00 per year Benefits: * 401(k) matching * Dental insurance * Employee discount * Health insurance * Paid time off * Paid training * Vision insurance Language: * Spanish (Required) * English (Required) Shift availability: * Day Shift (Preferred) * Night Shift (Preferred) Ability to Commute: * Ocean Springs, MS 39564 (Required) Ability to Relocate: * Ocean Springs, MS 39564: Relocate before starting work (Required) Work Location: In person