Operations Manager - Hotel Solea

GRAND PACIFIC RESORTS INC•Carlsbad, CA

3h•$80,000 - $90,000

About The Position

This position is responsible for managing all Front Desk, Bell, and Housekeeping departments to ensure efficient, cost effective and quality services are provided to guests for a positive experience in the hotel. ESSENTIAL FUNCTIONS Supporting Operations Team Ensures that goals are being translated to the team as they relate to guest tracking and productivity. Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths. Assists in ensuring 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. Supporting Property Operations Function(s) Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters. Takes proactive approaches when dealing with employee concerns. Extends professionalism and courtesy to employees at all times. Communicates/updates all goals and results with employees. Meets semiannually with staff on a one-to-one basis. Assists/teaches the team scheduling against guest and hours/occupied room goals. Performs hourly job functions as needed. Managing and Monitoring Activities that Affect the Guest Experience 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. Assisting in Managing Profitability Assists in performing required annual Quality audit with AGM & RD. Ensures a viable key control program is in place. Understands financial statements, sales and activity reports, and other performance data. Conducting Human Resources Activities Interviews and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Ensures orientations for new team members are thorough and completed in a timely fashion. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Westin/Solea Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees.
Must possess basic computational ability.
Must possess basic computer skills.
Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Must be able to negotiate, convince, sell and influence professionals and/or hotel guests.
Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
High school or equivalent education required.
Two to Four years’ experience in Hotel Operations, including at least two years’ supervisory experience in a property of similar size and quality required.
Valid and Active Drivers license
All employees must maintain a neat, clean and well-groomed appearance per Hotel Solea standards.
Regular attendance in conformance with the standards, which may be established by Hotel Solea Resort & Spa from time to time, is essential to the successful performance of this position.
Employees with irregular attendance / tardies will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with Hotel Solea Resort & Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Nice To Haves

Bachelor’s Degree preferred.
Brand experience strongly preferred.

Responsibilities

Managing all Front Desk, Bell, and Housekeeping departments
Ensuring efficient, cost effective and quality services are provided to guests
Translating goals to the team as they relate to guest tracking and productivity
Communicating game plans to address need areas and expand on the strengths
Assisting in ensuring that the team has the capabilities to meet expectations
Leading by example demonstrating self-confidence, energy and enthusiasm
Assisting employees in understanding guests’ ever-changing needs and expectations, and exceeding them
Publishing all guest satisfaction results in a timely fashion
Taking proactive approaches when dealing with employee concerns
Extending professionalism and courtesy to employees at all times
Communicating/updating all goals and results with employees
Meeting semiannually with staff on a one-to-one basis
Assisting/teaching the team scheduling against guest and hours/occupied room goals
Performing hourly job functions as needed
Providing excellent customer service by being readily available/approachable for all guests
Responding timely to customer service department request
Ensuring all team members meet or exceed all hospitality requirements
Assisting in performing required annual Quality audit with AGM & RD
Ensuring a viable key control program is in place
Understanding financial statements, sales and activity reports, and other performance data
Interviewing and assisting in making hiring decisions
Receiving hiring recommendations from team supervisors
Ensuring orientations for new team members are thorough and completed in a timely fashion
Providing executive management and department heads with reports of all incidents
Taking action to avoid repetition of any incidents, accidents, thefts, or complaints
Completing responsibility for all Risk Management policies, procedures, goals and objectives
Assuming the responsibilities of the Resort Manager in his/her absence
Performing special projects and other responsibilities as assigned