Operations Manager - Roost Baltimore

Operations Manager - Roost Baltimore

Roost Baltimore is a modern, apartment-style hotel set along the waterfront of the Baltimore Peninsula. Spacious, design-forward apartments feature full kitchens, in-unit laundry, and elevated touches like live plants, La Colombe coffee, and Le Labo bath amenities. Guests enjoy a rooftop pool, fitness center, weekly housekeeping, 24-hour concierge service, and on-site offerings including Little Wing Coffee & Goods and Vessel, a waterfront bar and gathering space.

With its walkable location and warm, residential feel, Roost Baltimore is ideal for both short stays and extended visits.

Roost Baltimore is seeking an experienced, hands-on Operations Manager to oversee the day-to-day Front Office and Food & Beverage operations of the property. This role is responsible for ensuring seamless operations across guest-facing and back-of-house areas while maintaining Roost's standards for hospitality, service, cleanliness, and overall guest experience. The Operations Manager will lead and develop a team of hospitality professionals, serve as a key point of contact for guests and associates, and work closely with Housekeeping, Maintenance, Reservations, and property leadership.

The ideal candidate is a highly organized, service-driven leader who thrives in a dynamic environment and enjoys being actively involved in daily operations.

Essential Job Functions & Responsibilities:

• Leadership & Guest Experience
• Lead, motivate, and inspire team members to consistently deliver exceptional service and exceed guest expectations.
• Provide ongoing coaching, training, and development to ensure team members have the knowledge and resources necessary to perform their roles effectively.
• Set clear performance expectations, provide regular feedback, and address performance concerns in a timely and constructive manner.
• Maintain a visible presence throughout the property and support the team during peak periods and high-volume operations.
• Ensure prompt, courteous, and efficient service while maintaining Roost's welcoming and hospitable atmosphere.
• Respond to guest concerns and service recovery opportunities promptly and professionally, working toward thoughtful and effective resolutions.
• Foster a guest-centric culture that encourages proactive engagement, personalized interactions, and attention to detail.
• Identify opportunities for team development and career advancement while providing coaching and mentorship to support professional growth.
• Foster a positive work environment built around teamwork, communication, accountability, respect, and mutual support.
• Partner with property leadership to continuously identify opportunities to improve operations, enhance the guest experience, and drive revenue.
• Front Office Responsibilities
• Oversee daily Front Office operations and ensure opening, closing, and daily operational procedures are completed accurately.
• Serve as the primary operational point of contact for Front Desk Agents and provide hands-on leadership throughout daily shifts.
• Monitor, train, and supervise Front Desk team members, ensuring established procedures and service standards are consistently followed.
• Oversee operational tasks associated with arrivals, departures, extended stays, and weekly stays.
• Review reservations and guest profiles to ensure requests, preferences, and special accommodations are properly documented and fulfilled.
• Create and post invoices and assist with reservation auditing, billing, and general accounting-related responsibilities.
• Assist with monitoring A/R aging and resolving outstanding billing matters.
• Work closely with Housekeeping to monitor room readiness, quality control, cleanliness, and adherence to Roost standards.
• Coordinate with Housekeeping, Maintenance, Reservations, and other departments to resolve guest concerns and ensure seamless communication.
• Assist with the development, implementation, and ongoing improvement of Front Office SOPs and operational procedures.
• Monitor daily operations for opportunities to streamline processes, improve efficiency, and elevate the guest experience.
• Food & Beverage Responsibilities
• Oversee daily Food & Beverage operations, including café, market, and dining areas.
• Ensure proper setup, service flow, presentation, cleanliness, and organization throughout all Food & Beverage spaces.
• Maintain high standards of hospitality and service while ensuring a consistent guest experience.
• Monitor inventory levels for café, market, and operational supplies and coordinate ordering as needed.
• Ensure compliance with applicable food safety regulations, sanitation requirements, and health codes.
• Conduct routine inspections and address operational or sanitation concerns promptly.
• Partner closely with culinary and kitchen teams to coordinate food preparation, timing, and service.
• Ensure seamless communication and collaboration between Front of House and Back of House teams.
• Conduct ongoing training related to service standards, menu knowledge, product offerings, and Food &…