Operations Manager

198 rooms and 8,821 sq. Ft. Meeting/event space. Amenities include: ocean views, beachfront access, restaurant & bar, outdoor meeting space, fitness center, rooftop lounge, outdoor pool. Just steps from Doheny State Beach and minutes from I-5, this pet-friendly property offers guests easy access to local attractions and Dana Point Harbor’s shopping and dining. Combining coastal charm with modern amenities, it provides an engaging environment for hospitality professionals serving both leisure and business travelers, ideal for leaders who enjoy blending a resort-adjacent lifestyle with efficient operations. Pay Range: $87,000.00-$135,000.00 Job Description Job Title: Operations Manager Department: Rooms Division Supervision Exercised: Executive Housekeeper, Front Office Manager and other department leaders as assigned. Supervision Received: General Manager Job Summary: The Operations Manager supports the General Manager in overseeing daily hotel operations, ensuring exceptional guest service, operational efficiency, staff performance, and compliance with brand and company standards. This role helps lead multiple departments, drives service quality, and maintains smooth day-to-day hotel functioning. The expected salary pay for this position is $90k - $95k DOE. Job Duties include the following: Operations: * Oversee the day-to-day operations of the Front Office, Housekeeping, and other operational departments as assigned. * Ensure compliance with Hilton brand standards, company policies, and all safety and security procedures. * Conduct routine inspections of guest rooms, public areas, back-of-house spaces, and hotel facilities to ensure cleanliness, maintenance, and brand compliance. * Serve as Manager on Duty (MOD) and respond to operational issues, guest concerns, and emergencies. * Monitor daily arrivals, departures, VIPs, group business, room inventory, and special requests to ensure seamless execution. * Ensure all manual reservations, room assignments, billing adjustments, and guest requests are processed accurately. * Maintain a strong understanding of all hotel amenities, services, promotions, and local attractions. Guest Experience: * Foster a culture focused on delivering exceptional hospitality and Hilton's service standards. * Resolve guest complaints promptly and professionally while empowering department leaders to deliver service recovery. * Monitor guest satisfaction scores, Stay Experience Platform results, online reviews, and Guest Assistance cases.

• Develop and implement action plans to improve guest satisfaction and loyalty.
• Ensure prompt follow-up on all guest recovery opportunities.

Leadership and Team Development:

• Lead, coach, mentor, and develop department leaders and team members.
• Conduct regular one-on-one meetings, coaching sessions, and performance

evaluations. * Assist with recruiting, interviewing, hiring, onboarding, and training new team members.

• Ensure all associates complete required Hilton and company training.
• Promote employee engagement, accountability, recognition, and retention

initiatives. * Support disciplinary actions, investigations, corrective action, and performance improvement plans in partnership with Human Resources. * Lead daily stand-up meetings and departmental communication meetings. Financial Management: * Assist the General Manager in achieving revenue, profitability, labor, and expense goals. * Monitor labor productivity and scheduling to ensure efficient staffing levels.

• Review payroll for accuracy and labor compliance.
• Assist in preparing annual budgets and forecasting operational expenses.
• Control departmental expenses while maintaining service quality.
• Monitor departmental purchasing and inventory, including front office

supplies, retail inventory, and operational equipment. Rooms Division Leadership: * Ensure Front Office and Housekeeping teams consistently execute brand standards. * Review daily occupancy, arrivals, departures, room availability, and housekeeping productivity.

• Ensure room readiness and cleanliness meet Hilton quality expectations.
• Monitor room out-of-order status and coordinate with Engineering to minimize

downtime. * Partner with Sales and Revenue Management regarding room blocks, group arrivals, and VIP accommodations.

• Communicate hotel performance to the General Manager.
• Participate in hotel leadership meetings.

Sales and Revenue Support: * Support the hotel's revenue strategy through effective inventory management and operational execution.

• Drive Hilton Honors enrollment goals and guest loyalty initiatives.
• Partner with Sales, Revenue Management, and Food & Beverage to execute group

business, meetings, and events. * Review Banquet Event Orders (BEOs), Group Resumes, and daily event reports to ensure operational readiness. Minimum Requirements: * Minimum of 3 - 5 years of progressive hotel management experience, preferably within Hilton or another major branded hotel.

• Minimum of two (2) years supervising multiple hotel departments.
• Strong knowledge of hotel operations, guest service, housekeeping, and front

office functions. * Experience with Hilton PEP, OnQ systems, or comparable hotel property management systems. * Excellent leadership, communication, organizational, and problem-solving skills. * Strong financial acumen with experience managing labor and departmental expenses.

• Ability to work independently while leading multiple teams.
• Available to work mornings, evenings, nights, weekends and holidays.
• Available to respond to operational emergencies when needed.

Physical Demands: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this position, the employee is regularly required to stand, walk, bend, reach, use hands and fingers, communicate verbally, and occasionally sit for extended periods. The employee may occasionally climb stairs, kneel, crouch, or lift and carry items weighing up to 50 pounds. Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.