Operations Manager (Full Time) - Hacienda Hotel by Best Western Old Town San Diego
About The Position
About the Role: At the historic Hacienda Hotel Old Town, we don't just operate a hotel, we create experiences. We are seeking a hands-on, highly operational Room Division Operations Manager to lead the execution of our Front Desk and Housekeeping team. This is not a desk role. This is for a leader who: Walks the property Owns the details Drives execution Holds teams accountable And ensures every room, every space, and every guest touchpoint is ready, clean, functional, and exceptional If you thrive in a fast-paced environment where no two days are the same, and you take pride in turning operational complexity into seamless guest experiences, this is your role.
Requirements
- 3+ years of hotel operations leadership experience
- Strong background in Rooms Division (Front Desk, Housekeeping)
- Experience using systems like Quore or similar work order platforms preferred
- Proven ability to manage multiple departments and priorities simultaneously
- Strong leadership presence - able to coach, hold accountability, and lead by example
- Highly organized with strong attention to detail
- Comfortable working in a hands-on, fast-moving environment
Responsibilities
- Owning Daily Rooms Division Execution
- Oversee day-to-day Front Desk and Housekeeping activities
- Ensure rooms are guest-ready, accurate, and aligned across departments
- Act as the central operational leader driving communication and follow-through
- Support guest service recovery and Outrageous Hospitality
- Driving Quore & Operational Accountability
- Own all Quore work orders and task management
- Ensure issues are prioritized, completed, and properly documented
- Identify recurring issues and escalate trends
- Audit completed work for quality and consistency
- Protect the Asset
- Work with Maintenance Dept to ensure all room PMs are completed
- Adhere to Brand Standards in all areas of the operation.
- Ensure Guest safety by proactively addressing issues.
- Ensure team safety through proper training.
- Housekeeping Quality & Deep Clean Execution
- Ensure rooms meet brand and WS Management cleanliness standards
- Oversee inspections, deep cleans, and project work
- Oversee Housekeeping Supervisors and inspectors .
- Make the Hacienda Sparkly Facilities, Safety & Compliance
- Ensure compliance with OSHA, safety, and company standards
- Support incident documentation and follow-up
- Conduct regular property walks focused on:
- Cleanliness
- Safety
- Functionality
- Front Desk Operational Support
- Ensure Outrageous Hospitality and Cl ear internal communications
- Lead Front Desk team to include (GSAs, Bellman, Drivers and Plaza Attendant).
- Establish SOPs and checklists for all tasks
- Scheduling
- Training
- Room readiness
- Early arrivals / late departures
- Guest escalations
- Leadership & Team Accountability
- Lead daily operational check-ins
- Hold teams accountable for execution and follow-through
- Support coaching, training, and performance conversations
- Drive a culture of Outrageous Hospitality and operational discipline
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
