Evening Operations Manager

JOB SUMMARY

EVENING OPERATIONS MANAGER – W BARCELONA

We are looking for a confident, experienced leader to take charge of hotel operations during the key evening hours of 17:00 to 01:00. This role is central to ensuring that the W experience remains seamless, energetic, and flawlessly executed long after the sun sets.

What You’ll Lead   As Evening Operations Manager, you will oversee the full operational landscape of the hotel, making empowered decisions that support and guide the Rooms, B&F, SPA, and Security teams. You will act as the highest operational authority on duty, ensuring service excellence and brand standards at every moment.

Your Responsibilities

• Take full ownership of hotel operations during the evening shift.
• Provide real‑time leadership and decision‑making across all operational departments.
• Report directly to the Hotel Manager and deliver a comprehensive handover at the end of each shift.
• Conduct a pre‑shift briefing with key operational teams to review:
  • Pending arrivals and VIP movements
  • Guest situations requiring follow‑up
  • B&F venue reservations and occupancy
  • Outstanding maintenance or technical issues
• Ensure smooth coordination between departments and maintain a proactive approach to guest satisfaction and operational flow.

CANDIDATE PROFILE 

We seek an exceptional and impeccably presented hotel professional with proven experience in large, high‑volume and luxury properties. Someone who thrives in dynamic environments, remains calm under pressure, and naturally inspires confidence in their teams. A leader who understands the rhythm of evening operations and knows how to keep the hotel running with precision, style, and a guest‑first mindset.

Education and Experience

• High school diploma; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 3-4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Leading Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Ensures that the team has the capabilities to meet expectations.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing and Monitoring Activities that Affect the Guest Experience

• Handles all guest complaints and concerns.

• Provides excellent customer service by being readily available/approachable for all guests.

• Takes proactive approaches when dealing with guest concerns.

• Extends professionalism and courtesy to guests at all times.

• Responds timely to customer service department request.

• Ensures all team members meet or exceed all hospitality requirements.