Operations Manager | Reset Hotel Joshua Tree | Twentynine Palm, CA

About the role

The Operations Manager is the second-in-command at the hotel, directly influencing the cost structure, quality standards, RESET culture, and guest satisfaction. In the absence of the General Manager, they oversee the physical property, operation, talent, and guests.

Responsibilities

• Implement and manage hotel's daily quality processes including goal communication, associate improvement, compliance with PMHS standards, service recovery, and problem resolution.
• Disseminate feedback from comment cards, guest satisfaction, and service-failure measurements and coach accordingly.
• Aid in interviews, hiring, training, recommending performance evaluations, resolving problems, providing open communication, and recommending discipline or termination when appropriate.
• Use 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 to ensure profitability and consistency.
• Solve problems of detail that arise in the course of work. Plan, organize, chair, attend, and participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc.
• Oversee Food & Beverage operations to ensure compliance with brand standards regarding ambiance, service, and operating hours.
• Ensure facilities meet established cleanliness and condition targets. Oversee Refresh operations to maximize productivity and regulate inventories.
• Certify that procedures and controls are implemented for the laundry operation. Handle guest complaints, conduct thorough research, and negotiate solutions.
• Prepare written correspondence to guests. Resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Maintain hotel vibe (music, lighting, ambiance).
• Comply with attendance rules and be available to work regularly. Perform any other job-related duties as assigned.

Qualifications

• Bachelor’s Degree or equivalent education/experience required.
• Two to three years of employment in a related position.

Skills

• Excellent communication skills (verbal and written).
• Team leadership and adaptability.
• Problem-solving and decision-making abilities.
• Customer service orientation.
• Basic computational and computer skills.

Benefits

Not specified.

Pay

$70,304 - $71,000

Schedule

Not specified.