Why Concord?
Our associates enjoy competitive pay, great benefits including health/vision/dental, bonus plan, 401K program as well as tuition reimbursement, our Concord hotel complimentary room program and Brand discounted room policy and more. Enjoy a culture where associates are valued and our Associate First policy is a way of life. Utilize your talents with a Company that cares about You! Our company focuses on the things you care about: sustainability, community and wellness. We have been in business over 30 years with 92+ hotels and many more coming. Our company focuses on training and development, reward and recognition and overall fun working environment for all team members.
Key Role Responsibilities:
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer. Analyzes service issues and identifies trends.
Successfully works with department heads to ensure proper processes are being met.
Communicates effectively any rising concerns to General Manager to keep property headed in positive direction.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
Develops systems to enable associates to understand guest satisfaction results.
Communicates a clear and consistent message regarding departmental goals to produce desired results. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures associates are treated fairly and equitably.
Oversees and ensures funds controls are appropriately being collected and dropped in accordance with company policy.
Ensures that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Our Environment
Concord’s foundation is our 5 Key Cornerstones: Quality, Integrity, Community, Profitability, and our newest – having Fun. We strive to hire the BEST associates in the market and thus provide a great working environment that associates find appealing. Enjoy a culture where you are valued and our Associate First policy is a way of life. Utilize your hospitality talents with a Company that cares about you and your development.
Your Career Starts Here!
Looking for a rewarding career where you have opportunities to advance? Concord is recognized as one of the Great Places to Work in the United States. Apply today and see why our associates are finding their careers growing. With over 36 new hotels coming in the next 3 years we need talent that is willing to learn and lead. Start today as an Operations Manager and prepare your future for tomorrow to be a future Director of Operations, AGM, or General Manager.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Posted January 26, 2026