Lodging Manager

Ojo Spa Resorts•Ojo Caliente, NM

16h•Onsite

About The Position

Are you ready to take your hospitality career to the next level in a serene high desert oasis? Ojo Caliente Mineral Springs Resort & Spa, a destination known for its natural healing waters and deeply rooted traditions of wellness, is seeking an experienced and passionate Lodging Manager to lead our guest services team and help shape unforgettable guest experiences. Why choose Ojo Caliente Mineral Springs Resort & Spa? We're not just your average resort. Our luxurious and tranquil retreat offers a range of accommodations, including spacious rooms, suites, and casitas. Ojo Caliente Mineral Springs Resort & Spa is known for its natural mineral springs, which have been attracting visitors for centuries due to their healing and rejuvenating properties. The resort offers a unique blend of relaxation, wellness, and natural beauty, making it a popular choice for those seeking a serene and rejuvenating getaway. What sets us apart? It's our dedication to quality, innovation, and teamwork. We provide competitive compensation and foster a positive work environment. Embrace the opportunity to contribute to a workplace that cherishes authenticity, diversity, excellence, gratitude, happiness, integrity, mindfulness, respect, and teamwork. Join us in fulfilling our mission of providing genuinely gracious hospitality while stewarding and sharing sacred springs. Ojo Spa Resorts awaits your expertise and passion. What You'll Do: As Lodging Manager, you will be responsible for managing all facets of guest service operations related to: Lodging rooms, the RV park, and short-term staff housing Front desk operations, including guest registration and reservations Check-in/check-out processes, concierge services, and guest communications Enhancing the overall guest experience across all resort facilities You’ll oversee and optimize every guest touchpoint—from warm welcomes to fond farewells—ensuring that every interaction reflects our standards of genuinely gracious hospitality. This is a hands-on leadership role requiring an investment of 45–50 hours per week. You’ll be responsible for the comprehensive management of the Guest Services department, working closely with your team to ensure seamless, friendly, and efficient service that drives guest satisfaction and loyalty. Join us in our mission to provide genuinely gracious hospitality while stewarding and sharing sacred springs. If you're ready to lead with purpose and help create transformative guest experiences, we want to hear from you.

Requirements

Ability to work a flexible schedule including days, nights, weekends, and holidays.
Bachelor’s Degree required; hospitality degree preferred.
A minimum of 4 years of hospitality experience, including staff supervision and management, in a resort setting is preferred.
Computer skills, experience, and aptitude to include MS Outlook, Word, and Excel; property management systems software knowledge preferred. Knowledge of Agilysys is a plus.
The position requires manual dexterity, auditory and visual skills, the ability to follow written and oral instructions and procedures, and the ability to speak and communicate professionally.
Physical Requirements: Ability to walk or stand and move about the resort (both indoors and outdoors) for eight or more hours per day, sit, reach, lift, bend, kneel, stoop, climb stairs, push and pull items weighing up to 40 pounds.
Excellent interpersonal, management, communication, and training skills.
Ability to work under pressure and utilize critical thinking to recognize problems and identify solutions.
Proven track record of hiring high-performing staff and inspiring them to provide the best possible guest experience.
Ability to drive a golf cart, after training.
CPR/AED and first aid certification a plus; willing to be trained in the same.
Ability to work 45-50 hours per week.

Responsibilities

Review daily reports regarding special guest needs, room changes, extra guests, arrivals/departures, and overall guest-related operations. Provide GM with the required daily reports and communications.
Maintain and organize historical resort data (occupancy, ADR, etc.) for all managers to use for projections, budgeting, and forecasting.
Collect and compile resort utilization data to share with management and other departments and be responsive and proactive with what the data provides.
Extend concierge service to guests including navigation of the resort, information on available amenities and activities, provide ADA information and assistance, be aware of local events, book reservations at our restaurant, etc.
Communicates with the General Manager and the Assistant General Manager regarding any guest requests or problems. Determines, recommends, and implements the appropriate guest recovery response. Provide guest recovery commensurate with the situation for unhappy guests and train staff to do the same.
Handles all guest issues and recovery promptly with empathy and gracious hospitality.
Serve as informational liaison to managers of other departments: work closely with Reservations to ensure seamless arrivals and departures; maintain communication with Housekeeping to ensure timely room turns and the highest level of cleanliness; work closely with Food & Beverage Manager to meet and monitor guest amenities and special menus; daily communications with the Facilities Manager to ensure all rooms are in excellent working order; collaborate with the Spa Manager to ensure small groups are welcomed and the spaces they have rented are ready for use.
Collaborates with the Springs Manager and Spa Manager to ensure that a high-quality seamless experience is delivered to all guests.
Communicates effectively with Ojo Spa Resorts departments: Accounting, Human Resources, IT, Marketing, Projects (Facilities), Spa, F&B, and Guest Services. Submits paperwork (hard and electronic copies) on time.
Walks and inspects the entire resort, especially all Lodging areas, at the opening and closing of the workday. Ensures safety issues and any necessary repairs are reported immediately.
Inspects and ensures that all guest and public areas are clean, in good repair, and safe throughout the day.
Coach and train staff to sell room upgrades, stay extensions, spa treatments, workshops, private pools, etc. to ensure maximum revenue and occupancy.
Provides thorough cash handling training to all staff. Audits daily cash drops regularly.
Observe, listen, and coach all Guest Service Agents about the verbiage used during check-in and check-out.
Proactively develop continuous improvement systems to ensure consistency and quality of guest experience, utilizing guests, staff, and management feedback and competitive analysis to drive guest satisfaction.
Conducts the daily Night Audit and trains staff to perform it with accuracy and completely. Responds timely to any requests for clarification or investigation to resolve issues.
Conduct thorough reviews to determine the root cause of any service gaps and develop action plans for correction; communicate and recommend operating issues that may require further attention to management.
Be an expert in and demonstrate knowledge of all services, features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities, etc.
Determines staffing needs and hires staff as needed within resort’s budgetary guidelines. Schedules staff and sets up the daily workflow.
Ensure all standards, policies, protocols, and procedures are performed and executed.
Onboards, schedules, oversees training, and provides ongoing coaching of all staff. (Guest Service Agents, MODs, Assistant Manager). Regularly communicates with staff to offer feedback on performance and provide pathways for improvement and growth.
Maintain the department’s training manual, daily operational checklists, training checklists, and onboarding checklists. Use these resources for all new staff joining the department.
Lead by example. Model the behavior, techniques, and methods to achieve a great guest experience alongside all staff.
Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction. Coach staff as needed. Work in conjunction with Human Resources to take disciplinary action when appropriate.
Be an expert in handling all guest and staff accident incident reporting.
Make immediate decisions and communicate with guest services staff in emergencies; be knowledgeable of and able to implement all fire-life-safety procedures. Conduct drills regularly.
Schedule regular drills with all staff for specific emergencies. Keep a log of all drills for resort insurance needs.
Is CPR/AED/First Aid certified. Understands first aid/emergency procedures and can direct guests accordingly.
Compile clear and complete guest evacuation lists daily.
Order supplies when needed, adhering to budgetary guidelines.
Provide support and back-up to guest services staff when needed in all the functions they perform.
Incorporate the resort’s culture of service excellence, mission, and core values into all aspects of job performance.
Participate in resort meetings, i.e. service improvement processes, emergency planning, monthly financial performance, daily standup, and action item meetings.
Maintains a competent and motivated team, creating a learning environment which maximizes productivity, skill development and spa team retention.
Responsible for individual and team performance management and disciplinary procedures for Lodging Team members.
Collaborates with the HR Team to respond to employee relations and performance management situations. Documents situations on “Performance Improvement Forms” (PIF’s) and provides PIF’s in a timely manner.
Dedicates daily attention to overseeing the activities of all team members and of department operations.
Creates a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback to team members, to ensure operational excellence, improve overall performance, and create excellent guest experiences.
Supports team members by positively reinforcing successful performance and giving respectful and encouraging coaching, as needed.
Trains or assigns training to new workers by motivating, while ensuring they understand the correct way of doing their daily tasks. Utilizes employee handbook, SOPs, training manuals, and checklists to onboard new employees.
Maintains a calm demeanor when confronted with difficult situations, to set a positive example for team members and guests.
Develops positive relationships with the Lodging team by understanding and addressing individual motivation, needs, and concerns.

Benefits

Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
Employee Assistance Program (EAP)
Paid Sick Time
Paid Time Off
Ongoing training to build critical skills for current and future roles
Numerous Growth & Developmental Opportunities
Competitive Compensation
Discounted Employee Lunch
Free Lunch/Dinner on Thanksgiving & Christmas
Employee Appreciation Lunches
Above and Beyond Awards - Ojo Bucks
Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
40% off Spa Treatments (includes private pools and private Ojitos)
40% off at the Restaurants
20% off at the Gift Shops
Discounted Lodging Rate
Hiking Trails
Ojo Santa Fe: Gym, Puppy Patch, Chicken Chat Ojo Caliente: Yoga Workshops (if space available) & Monthly Birthday Treats