Operations Manager - Shenandoah Mansions

About ASH

ASH Hotels designs, develops, owns and operates a very special collection of properties. In our world, a hotel is much more than a destination to meet, dine, or sleep. Rather, it is a dynamic site of imagery and emotions, interactions and sensations manifesting within the walls of a beautifully restored local legend - a living movie set. An ASH hotel is a connection to the past and a beacon for the future, layered in nuanced storytelling that invites exploration time and again.

Shenandoah Mansions is a hotel in Richmond, Virginia. The six-story hotel sits nestled in the historic Fan District, a former bohemian enclave where charming, Italianate boulevards read like a pastiched European hangover. Shenandoah Mansions adorns the charms and intellects of the old world, whilst remaining refreshingly American. With 73 guest rooms, including 4 opulent suites, a mystical bar, an elegant restaurant, daily cafe and an on-site retail store, Shenandoah Mansions is an ode to the matriarchs and the grande dames — to witchcraft and fantasy, ghosts and fever dreams. With hidden nooks and corners, there are secrets to uncover within these palatial halls.

About the role

• Ensure that each department delivers a consistently high standard of guest service while achieving business objectives and maximizing profitability. Maintain effective cost controls in all areas.
• Assist the hotel's main operations, including quality, standards, cleanliness, and guest satisfaction.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Work alongside all Operational Heads of Departments (OHODs) to ensure the smooth running of day-to-day operations.
• Assist with conducting regular operations meetings with all OHODs to discuss routine operational matters, departmental performance targets, and guest feedback.
• Be responsible for maximizing hotel profitability by consistently delivering the highest standards of service.
• Assist in ensuring consistent implementation and review of Standard Operating Procedures (SOPs) throughout all departments.
• Assisting with all day-to-day guest queries, complaints, and operational problems that arise within the hotel.
• Assist with monitoring the hotel's functions book and familiarize yourself with all updates and amendments.
• Assist with maximizing financial opportunities and promote a proactive upselling environment throughout the hotel.
• Assist with interviewing, selecting, training, scheduling, coaching, and supporting associates, ensuring they perform in accordance with established brand and hotel standards and core values.
• Promote a positive employee relations culture through effective communication and regular team meetings.
• Carry out regular inspections of all departments, focusing on guest service delivery, cleanliness, presentation, employee appearance, and grooming.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Follow sustainability guidelines and practices related to corporate initiatives.
• Ensure the highest standards of guest experience throughout Shenandoah Mansions' 73 guest rooms and suites.
• Work closely with housekeeping, engineering and front desk teams to maintain room readiness, cleanliness, maintenance standards, and efficient room turnover.

Qualifications

• Hospitality: 3 years (Required).
• Previous hotel operations or supervisory management experience preferred.
• Strong leadership, communication, and organizational skills.
• Excellent guest relations and problem-solving abilities.
• Ability to manage multiple departments and priorities in a fast-paced hospitality environment.
• Knowledge of hotel operations, housekeeping standards, front desk procedures, and guest service expectations.

Physical Requirements

Ability to stand and walk for extended periods in a fast-paced bar and hospitality environment.

Ability to lift, carry, push, or pull up to 50 lbs., including beverage inventory, supplies, and equipment.

Manual dexterity to safely operate bar tools, beverage equipment, glassware, and point-of-sale systems.

Ability to bend, reach, and perform repetitive movements associated with daily bar operations.

Ability to maintain attention to detail, safety, and guest service in a busy environment.

Ability to perform the essential functions of the position, with or without reasonable accommodation.

Compensation & Benefits

Hourly pay Range: $24 - $27 per hour

Health, dental, and vision insurance with company contributions.

401(k) with company matches.

Paid time off, sick time, personal days, and paid holidays.

Food and beverage discounts and discounted hotel rooms.

Opportunity for growth within Shenandoah Mansions.

Ash provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. In addition to federal law requirements, Ash complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ash expressly prohibits any form of workplace harassment based on race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. Improper interference with the ability of Ash employees to perform their job duties may result in discipline up to and including discharge.