Operations Manager (Full-Time) - Hacienda Hotel by Best Western Old Town San Diego

Job Description

Job Description

About the Role: 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 propertyOwns the detailsDrives executionHolds teams accountableAnd ensures every room, every space, and every guest touchpoint is ready, clean, functional, and exceptionalIf 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.Key Responsibilities:Owning Daily Rooms Division ExecutionOversee day-to-day Front Desk and Housekeeping activitiesEnsure rooms are guest-ready, accurate, and aligned across departmentsAct as the central operational leader driving communication and follow-throughSupport guest service recovery and Outrageous HospitalityDriving Quore & Operational AccountabilityOwn all Quore work orders and task managementEnsure issues are prioritized, completed, and properly documentedIdentify recurring issues and escalate trendsAudit completed work for quality and consistencyProtect the Asset Work with Maintenance Dept to ensure all room PMs are completedAdhere 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 ExecutionEnsure rooms meet brand and company cleanliness standardsOversee inspections, deep cleans, and project workOversee Housekeeping Supervisors and inspectors.Help ensure the Hacienda always sparklesFacilities, Safety & ComplianceEnsure compliance with OSHA, safety, and company standardsSupport incident documentation and follow-upConduct regular property walks focused on:CleanlinessSafetyFunctionalityFront Desk Operational Support Ensure Outrageous Hospitality and Clear internal communications Lead Front Desk team to include (GSAs, Bellman, Drivers and Plaza Attendant). Establish SOPs and checklists for all tasksSchedulingTrainingRoom readinessEarly arrivals / late departuresGuest escalationsLeadership & Team AccountabilityLead daily operational check-insHold teams accountable for execution and follow-throughSupport coaching, training, and performance conversationsDrive a culture of Outrageous Hospitality and operational disciplineQualifications:3+ years of hotel operations leadership experienceStrong background in Rooms Division (Front Desk, Housekeeping)Experience using systems like Quore or similar work order platforms preferredProven ability to manage multiple departments and priorities simultaneouslyStrong leadership presence - able to coach, hold accountability, and lead by exampleHighly organized with strong attention to detailComfortable working in a hands-on, fast-moving environmentThe statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. 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. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class. Those who are ineligible to work in the United States will not be considered.