Senior Operations Manager - Hyatt Regency Atlanta Hotel

Job DetailsJob Location: Hyatt Regency Atlanta - Atlanta, GA 30303The Senior Operations Manager at AAA Parking is a hands-on operational leader responsible for overseeing the safe, efficient, and profitable operation of assigned valet parking locations while delivering a level of service that consistently exceeds client and customer expectations. This role serves as the key leader for location operations, with accountability for team performance, staffing, training, customer service, revenue control, safety, facility standards, financial performance, and client relationships. The Senior Operations Manager leads by example, develops high-performing teams, identifies opportunities for operational improvement, and ensures company standards are consistently upheld. The ideal candidate is an experienced operations professional who thrives in a fast-paced, customer-focused environment and can effectively balance people leadership, client service, financial accountability, and day-to-day operational execution. The Senior Operations Manager must be able to perform the essential functions of the position with or without reasonable accommodation. Key Responsibilities Leadership & Team Management Provide overall leadership and direction to location staff, including Team Leaders, supervisors, valet attendants, and other frontline employees. Plan, schedule, organize, and direct daily activities to ensure appropriate staffing levels and smooth operational coverage. Delegate responsibilities effectively while maintaining accountability for results. Coach, mentor, and develop employees to improve performance, engagement, and career growth. Monitor individual and team performance and take appropriate action to address performance, attendance, conduct, or service concerns. Promote a positive, professional, safety-focused, and customer-service-oriented workplace culture. Lead by example and maintain a visible presence during key operating periods and high-volume events. Ensure all employees understand and consistently follow company policies, procedures, and service standards. Recruiting, Training & Employee Development Recruit, interview, select, and onboard qualified employees in accordance with company standards and staffing requirements. Develop and implement effective onboarding plans that provide new employees with the knowledge, training, and resources needed for success. Coordinate and conduct training related to valet operations, customer service, safety, parking procedures, equipment, and company policies. Identify training and development opportunities for Team Leaders and frontline employees. Build a strong internal talent pipeline by recognizing and developing high-potential employees. Partner with Human Resources on employee relations, performance management, wage and hour compliance, and other personnel matters. Client & Customer Relations Serve as the primary point of contact for the client, property manager, or designated site representative. Establish and maintain strong, professional relationships with clients through consistent communication, responsiveness, and operational excellence. Attend client and location meetings as appropriate and provide updates regarding staffing, service levels, operational performance, and ongoing initiatives. Respond promptly and professionally to client requests, concerns, and service opportunities. Proactively identify opportunities to enhance the client and customer experience. Address customer concerns and service issues with professionalism while protecting the interests and reputation of the company. Ensure the operation consistently delivers service that meets or exceeds contractual and client expectations. Payroll & Administrative Oversight Manage the location's payroll process and ensure employee hours are reviewed and approved accurately and on time. Ensure timely employee sign-off on hours and resolve discrepancies promptly. Collaborate with the local Payroll Department to ensure payroll data is complete, accurate, and submitted within established deadlines. Partner with the Human Resources Manager to maintain compliance with applicable wage and hour requirements and company policies. Maintain accurate operational records, employee documentation, and required reports. Prepare daily, weekly, and monthly operating reports as required. Financial & Revenue Management Maintain accountability for location revenue, financial performance, and operational profitability. Monitor revenue-control procedures to ensure accurate collection, reporting, reconciliation, and protection of company and client assets. Review monthly Profit & Loss statements, adjustments, and variance reports to identify trends, opportunities, and areas requiring corrective action. Develop and implement operational adjustments as necessary to achieve budget and profitability objectives. Monitor labor costs and staffing levels to balance service requirements with financial goals. Assist with monitoring, reviewing, and analyzing market rate structures and provide recommendations as appropriate. Identify opportunities to improve revenue, reduce unnecessary expenses, and increase overall operational efficiency. Safety, Facility & Maintenance Maintain a strong safety culture and ensure employees consistently follow company safety policies and procedures. Monitor the parking facility and associated premises to ensure the garage or lot is clean, organized, safe, secure, and maintained to established standards. Conduct or oversee regular operational inspections and promptly address safety, maintenance, or service deficiencies. Supervise ongoing maintenance projects and coordinate with appropriate vendors, property representatives, and internal teams to ensure quality and timely completion. Ensure equipment, signage, uniforms, vehicles, and other operational resources are properly maintained and presented in a professional manner. Investigate operational incidents and ensure appropriate documentation and follow-up are completed. Operations & Continuous Improvement Oversee all aspects of daily valet parking operations to ensure safe, efficient, and consistent service delivery. Anticipate operational challenges and develop solutions before they negatively impact customers, employees, or clients. Evaluate staffing, workflow, traffic patterns, peak periods, and operational procedures to improve efficiency and service quality. Implement company programs, initiatives, and operational standards at assigned locations. Identify opportunities to streamline processes, improve productivity, and enhance the customer experience. Implement and complete special projects, programs, and initiatives that arise from the operation of the assigned location. Maintain awareness of industry practices, local market conditions, and competitive trends that may affect the operation. Assist leadership with operational planning and other initiatives designed to support company growth and profitability. What Success Looks Like A successful Senior Operations Manager creates an operation that is safe, profitable, well-staffed, client-focused, and consistently well-executed. They build strong teams, develop future leaders, maintain excellent client relationships, control costs, protect revenue, and ensure every customer interaction reflects the company's commitment to exceptional service. The Senior Operations Manager is expected to be a leader, coach, problem-solver, business operator, and trusted client partner who can take ownership of the operation and drive measurable results. QualificationsQualifications & Core Competencies Proven experience in operations management, hospitality, parking, transportation, retail, facilities, or another high-volume service environment. Demonstrated experience leading, coaching, and developing frontline teams. Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously. Excellent customer service and client relationship skills. Strong communication and interpersonal skills. Ability to analyze financial and operational reports and translate information into actionable improvements. Strong problem-solving and decision-making abilities. Ability to work effectively in a fast-paced, physically active, and customer-facing environment. Proficiency with standard business and payroll systems; experience with scheduling and workforce-management systems is a plus. Strong attention to detail and accountability for results. Ability to work flexible hours, including evenings, weekends, holidays, and high-volume event periods, as operational needs require. Valid driver's license and ability to meet company driving and insurance requirements, where applicable. Physical & Work Environment Requirements The position may require extended periods of standing, walking, and working outdoors in varying weather conditions. The Senior Operations Manager may be required to move throughout parking facilities, interact directly with customers and employees, inspect operational areas, and respond to time-sensitive operational needs. The Manager must be able to perform the essential functions of the position with or without reasonable accommodation. Why Join Us? This is an opportunity for an experienced operations leader to take ownership of a high-impact operation, build and develop a strong team, strengthen client partnerships, and directly influence the financial and service performance of the business. If you are a hands-on leader who takes pride in operational excellence, develops people, solves problems, and understands that exceptional service is what sets great parking operations apart, we want to hear from you.