Operations Manager OEM | El Caminante Bar & Bungalows | Capistrano Beach, CA

PM New•Capistrano Beach, CA

11d

About The Position

El Caminante El Caminante is a world all its own, where guests submerge themselves in the quintessential SoCal lifestyle. From sunrise beach strolls to healing sound baths, experience the world of El Caminante. Who We Are Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer. Passionate – about hospitality and fostering an environment where associates will thrive. Culture driven – dedicated to respect, teamwork, an entrepreneurial spirit, and the drive to succeed. Unique - we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion. Innovators – we are a lifestyle hotel management company that is constantly evolving. We are open minded individuals who embrace change. A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement. A company that has a culture of promoting from within. Summary of Essential Job Functions Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service-failure measurements and coach accordingly. Assist in interviews, hiring, training, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. Use the PMHS efforts for all recruiting and on-boarding activities. Communicate both verbally and in writing to provide clear directions to staff. Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work. Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc. Oversee the Food & Beverage operations to assure The Bar are compliant with brand standards regarding ambiance (lighting, music, scent) service and operating hours Ensure each facility meets established cleanliness and condition targets Oversee Refresh operations to ensure procedures are established to maximize productivity and regulate inventories of linen, terry, guestroom amenities, public space supplies and cleaning supplies Ensure brand standards are in place to achieve target guest experience as well as cleanliness and conditions scores for all guestrooms and public spaces Certify that procedures and controls are implemented for the laundry operation Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion. Maintain hotels Vibe. (i.e. Music, Lighting, ambiance) Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned.

Requirements

Speak, read, write and understand the primary language(s) used in the workplace
Read and write to facilitate the communication process
Good communication skills (verbal and written)
Most tasks are performed in a team environment with the employee acting as a team leader.
There is minimal direct supervision
Basic computational ability
Basic computer skills
Bachelor’s Degree or equivalent education/experience required.
Two to three years of employment in a related position.
Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PMHS staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PMHS associate is a guest relations ambassador, every working minute of every day.
Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.
Safety & Security: The safety and security of our guests and associates is of utmost importance to PMHG. Every PMHS associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
Sometimes you’ll be behind the desk—but also be prepared to move around because more than half of the time you will be standing/sitting, carrying/lifting up to 50 pounds, walking, bending/twisting, climbing stairs and more.
You also must be able to accommodate varying schedules including nights, weekends and holidays.

Responsibilities

Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution.
Disseminate feedback from comment cards, guest satisfaction and service-failure measurements and coach accordingly.
Assist in interviews, hiring, training, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Use the PMHS efforts for all recruiting and on-boarding activities.
Communicate both verbally and in writing to provide clear directions to staff.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency.
Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc.
Oversee the Food & Beverage operations to assure The Bar are compliant with brand standards regarding ambiance (lighting, music, scent) service and operating hours
Ensure each facility meets established cleanliness and condition targets
Oversee Refresh operations to ensure procedures are established to maximize productivity and regulate inventories of linen, terry, guestroom amenities, public space supplies and cleaning supplies
Ensure brand standards are in place to achieve target guest experience as well as cleanliness and conditions scores for all guestrooms and public spaces
Certify that procedures and controls are implemented for the laundry operation
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Prepare written correspondence to guests.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
Maintain hotels Vibe. (i.e. Music, Lighting, ambiance)
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.