Area Operations Manager - Union Properties

POSITION PURPOSE AND SUMMARY

The Area Operations Manager (AOM) - Union Properties supports the District Manager in the leadership, oversight, and operational success of a portfolio of unionized hotels. This role serves as the primary field resource for General Managers in managing hotel operations, labor relations, collective bargaining agreement compliance, workforce planning, associate engagement, and guest experience.

The AOM works closely with hotel leadership teams to ensure operational excellence, compliance with company policies and union contract requirements, achievement of financial goals, and consistent execution of brand standards. The position serves as a key liaison between hotel operations, Human Resources, Labor Relations, and Union Representatives while fostering constructive labor-management relationships.

MAJOR / KEY JOB DUTIES

• Provides day-to-day operational oversight and support for approximately 11 unionized hotel locations
• Partners with General Managers to drive operational performance, guest satisfaction, associate engagement, and financial results.
• Conducts regular property visits, operational and payroll audits, and compliance reviews.
• Consistently ensures execution of corporate initiatives, operational standards, and brand expectations.
• Identifies operational opportunities and develops corrective action plans to improve performance.
• Supporting the DM acts as the operational lead for union-related matters across assigned properties
• Provides guidance to hotel leadership regarding interpretation and administration of collective bargaining agreements.
• Partners with Human Resources on grievance management, investigations, arbitration preparation, and dispute resolution
• Assists in resolving workplace concerns proactively
• Consistently ensures compliance with collective bargaining agreement provisions related to scheduling, staffing, seniority, overtime, discipline, leaves, recalls, promotions, and other employment practices.
• Coaches General Managers on effective leadership of represented workforces.
• Supports recruiting, onboarding, promotion, retention, engagement, and development strategies across union properties
• Ensures compliance with contractual posting and bidding requirements for open positions
• Partners with HR on corrective action, investigations, performance management, and terminations involving represented associates
• Assists in achieving budgeted EBITDA and hotel profitability goals
• Reviews labor expenses, scheduling practices, overtime utilization, staffing models, and productivity trends
• Partners with property leaders to balance operational needs with collective bargaining agreement requirements
• Identifies opportunities to improve labor efficiency while maintaining contractual compliance and service excellence
• Ensure compliance with collective bargaining agreements, company policies, employment regulations, and safety standards
• Reviews guest satisfaction trends and operational performance indicators
• Supports General Managers in developing action plans to improve service performance and online reputation scores
• Assists in resolution of escalated guest concerns when necessary

OTHER DUTIES

• Serves as acting operational leader in the absence of the District Manager when requested
• Supports negotiations preparation, information gathering, and implementation of collective bargaining agreements
• Leads special projects and operational initiatives as assigned
• Performs other duties as required to support the success of the district

KNOWLEDGE, SKILLS, ABILITIES, & COMPETENCIES

• Strong knowledge of union environments and collective bargaining agreement administration
• Understanding of grievance procedures, arbitration processes, labor-management relations, and workplace investigations
• Ability to interpret and apply contractual provisions consistently and effectively
• Ability to influence and lead through others across multiple locations
• Strong coaching, mentoring, and conflict resolution skills
• Ability to build trust and credibility with both management and represented employees
• Comprehensive understanding of hotel operations including Rooms, Front Office, Housekeeping, Maintenance, and Guest Services
• Strong analytical and problem-solving capabilities
• Ability to drive performance through operational discipline and execution
• Excellent verbal, written, and interpersonal communication skills
• Ability to communicate effectively with associates, union representatives, General Managers, senior leaders, and external stakeholders
• Proficiency with Microsoft Office, hotel operating systems, workforce management systems, and reporting tools
• Ability to analyze operational and labor performance metrics

MINIMUM QUALIFICATIONS

• Minimum 5 years of hospitality leadership experience
• Minimum 2 years of multi-property hotel management experience
• Minimum 2 years leading operations in a unionized environment
• Experience interpreting and administering collective bargaining agreements
• Experience managing employee relations, investigations, grievance administration, and labor compliance
• Valid driver's license and ability to travel extensively throughout assigned market

ENVIRONMENTAL JOB REQUIREMENTS

• Bachelor's Degree in Hospitality Management, Business Administration, Human Resources, or equivalent years of experience
• Experience overseeing multiple unionized hotel operations
• Prior experience partnering with unions in the hospitality industry
• Experience supporting collective bargaining negotiations and contract implementation
• SHRM, HRCI, or hospitality industry certification preferred.

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.