Hotel Operations Manager
Cantaloupe Monterrey
Part of Cantaloupe ResortAbout the Role
Cantaloupe Monterrey, a distinguished 4-star hotel in Monterrey, is seeking an experienced Hotel Operations Manager to lead day-to-day hotel operations, ensure exceptional guest experiences, and maintain high standards across all departments. The successful candidate will have a proven management background in upscale hospitality, strong operational and financial acumen, and a hands-on leadership style. This role requires someone who can balance guest satisfaction, staff development, and cost-control while promoting the hotel's brand and service standards. The Hotel Operations Manager will work closely with department heads (front desk, housekeeping, food & beverage, maintenance) to optimize processes, implement service improvements, and drive revenue and profitability. This is a full-time, on-site management role that requires flexibility to cover varied shifts, weekends, and occasional night duties. Prior management experience in a 4-star hotel or comparable property is a must.
What you'll do
- Oversee daily operations of front office, housekeeping, and food & beverage to ensure consistent high-quality guest services
- Recruit, train, mentor, and schedule department supervisors and staff to meet service and performance standards
- Manage departmental budgets, control costs, and support revenue initiatives to meet property financial targets
- Handle guest recovery and escalated guest issues promptly and professionally to maintain satisfaction and loyalty
- Implement and enforce hotel policies, safety procedures, and compliance with local regulations
- Coordinate with sales and revenue teams on room inventory, group arrivals, and special events to optimize occupancy and ADR
- Prepare operational reports, analyze KPIs, and recommend improvements to enhance efficiency and guest experience
What we're looking for
- Minimum 3-5 years of progressive hotel management experience, preferably in a 4-star property
- Strong leadership and team development skills with proven experience managing multi-department staff
- Budgeting and P&L management experience with ability to analyze financial reports and control costs
- Excellent guest service and conflict-resolution skills with a track record of handling escalations
- Operational knowledge of front office, housekeeping, and F&B processes and standards
Nice to have
- Fluent or conversational Spanish and English to support our local and international guests
- Experience with hotel property management systems (e.g., Opera, Cloudbeds) and POS systems
- Certified Hotel Administrator (CHA) or similar hospitality management certification
- Previous experience managing special events or conference services in a hotel setting