Hotel Operations Manager

Dallas, TX

Welcome to The Guild

The Guild offers the comfort and convenience of a high-end apartment with the personalized service of a boutique hotel. Located in the heart of the city, shopping, dining and entertainment are all just a short walk away. Think apartment homes, complete with luxury linens, locally-inspired interiors and fully equipped kitchens, and supported by a team of dedicated professionals just a text or call away. We want our guests to feel so comfortable they won’t want to leave, whether they are staying a few days, a few months, or a few years. 

The Guild Co Founders come from Real Estate technology and boutique hotel development backgrounds: we are as focused on creating a better experience for employees as we are for guests. We believe in offering competitive pay, incredible benefits (we cover 99% of Individual Premiums on Health Insurance), equity ownership, and growth opportunities for every member of our team.

Since launching in 2016, we’ve raised over $40 million from Venture Capital investors that are dedicated to helping us build a global brand.  We’ve delighted over 100,000 happy guests and are looking for team members that can help us improve the lives of our guests, team, and partners through strong values, heartfelt service, and a commitment to excellence! 

In Dallas, we have two beautiful hotels The Guild Downtown | Elm Street & The Guild Downtown | Victory Park (which are less than a mile apart) with about 90 units currently in operation. The Elm Street location is the first of its kind in our portfolio, and instead of being located within a Multifamily Building, is located on the 49th and 50th floors of the Santander Tower Office building. 

The Role

We are looking for an experienced Hotel Operations Manager (Rooms Division) to join The Guild and lead the team in Dallas.

Reporting to the Assistant General Manager, the Hotel Operations Manager is responsible for assisting with the market level KPIs related to financial performance, guest satisfaction, and employee performance. This person will focus on reaching guest experience targets, controlling operational costs, and growing and developing the team with the assistance of the AGM.

We have two locations in Dallas and one team that supports the entire Market.

This role will have an operational focus, but you will need an understanding of the whole picture to be successful (Finance, Revenue, Sales and Marketing).

We’re looking for someone that is obsessed with delivering amazing guest experiences and inspiring the team around them. We will give you the technology resources, the people, and the support - you give us back the organization, the drive, the obsession. Together, we will change the game in hospitality for the better, forever.

Responsibilities

The Hotel Operations Manager is critical to the success of the market. He/she brings their expertise in hotel/short term rental operations, project management, guest and vendor relations, and people management to ensure efficient and smooth day-to-day operations with a focus on elevating the guest experience for both our locations. Each hotel is slightly different, but the overall goal is to run the maret as one team!

  • Manage day to day operations of the Guest Experience and housekeeping team in accordance with company OKRs.

  • Directly responsible for the Guest Experience Team in market (8-10 direct reports). Holding the team accountable to deliver a high level of customer service through the pre-arrival, arrival, in-stay, and departure stages of the guest journey. 

  • Work closely with the team to align on overall strategy and help ensure cleanliness standards and hotel policies are being upheld.

  • P/L Responsibility - Support the effort to craft an annual property level budget for the Dallas market.

  • P/L Responsibility - Expense management, including the control of room supplies and operating expenses, vendor contract management, and labor expenses.

  • Oversee market level Guest Experience programs, including the management of guest satisfaction platforms and related reporting.  

  • Establish, maintain, and grow relationships with the Property Management partners. 

  • Contribute to management of market unit inventory and market growth responsibilities, including: investor relations, property tours, sales and marketing efforts, community engagement, and property partner relations.

  • Establish, maintain, and grow relationships with local vendors to ensure appropriate purchasing power where applicable.

  • Facilitate One-on-One meetings and Quarterly Reviews with direct reports and ensure that all market level employees receive One-on-One meetings and Quarterly Reviews  in accordance with Guild standards. 

  • Assist in recruitment efforts for open market level positions and contribute to final recommendations for new hires.

  • Participate in and host market level Leadership meetings. 

  • Craft and own delivery of market level OKRs.

  • Develop and lead the implementation of Guild standards, operating procedures, and contingency plans. 

Qualities/Traits

  • Strong prioritization skills 

  • Proven problem solver

  • Attention to detail

  • High emotional intelligence and strong interpersonal skills

  • Extensive “hands on” operational experience

  • Flexible, adaptable, and able to lead multiple projects at once

  • Proactive communicator

  • Sound judgment

  • Ability to demonstrate knowledge of Guild products, processes, and practices

  • Ability to lead cross-functional teams

  • Ability to plan, develop, and implement processes in home market and across the organization

  • Experience working with multiple software platforms and aggregating data and information from multiple source

Perks & Benefits

At The Guild, we believe that our team is the biggest key to our success. Therefore we are setting out to create an employee experience that is inclusive, collaborative, and rewarding. For us, great benefits are just the start, so here are a few highlights of our benefit program: 

  • Stay Healthy: We pay 99% of individual health insurance premiums and 50% of family member premiums for all employees as well as offer Paid Time Off and Holiday Pay.

  • Think Like an Owner: We provide equity ownership opportunities to all employees

  • The Right Tools for The Job: We provide all employees with a monthly cell phone stipend, work from home employees can request office equipment; and employees are provided with a laptop, tablet, or other equipment that is needed to get the job done. There is also a cell phone allowance for each market employee.

  • Look Forward to Travel: Employee and Friends & Family discounts at our expanding network of locations so that you can experience The Guild first hand for a weekend getaway or a vacation