Job description

We are currently searching for a hospitality-minded Hotel Operations Manager to join our team at the Best Western Plus Las Brisas Hotel, located in the heart of Palm Springs within walking distance of the best shopping, restaurants, and entertainment in the area. This select service boutique hotel features an award-winning Mediterranean design, 90 guest room, two bars, terrace grill, and a full hot buffet breakfast. Las Brisas Hotel has received acclaimed praise from its loyal customers and the local hotel community due to its exceptional service, quality, and high standards, and is recognized as one of the leading hotels within the Best Western Brand.

The Hotel Operations Manager will be responsible for overseeing all functions of the guest service experience, including training, counseling and supervising the front desk and food & beverage teams, including the check-in/out process, handling guest inquiries, making or modifying reservations, providing recommendations to guests, or anything else that may improve the overall guest experience.

RESPONSIBILITIES

• Train and provide open communication to Front Desk and Food & Beverage teams.
• Create an environment where motivated people want to join, learn, and advance, by modeling the way, training, empowering, and coaching throughout the employment lifecycle.
• Implement company programs and supervise the day-to-day functions to ensure a structured and consistent operation front shift to shift.
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Monitor reservations for VIPs, special guests, and guest requests. Ensure appropriate action is taken.
• Ensure Front Desk and Food & Beverage teams are trained and following all guest safety guidelines.
• Ensure proper cash handling of Front Desk & Food & Beverage staff.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Guest Service Representatives and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Must become fully knowledgeable of our Property Management and Point of Sale Systems.

JOB REQUIREMENTS

• Knowledgeable of all aspects of the front desk operation for a first class franchise hotel, including familiarity with guest loyalty and other brand driven programs.
• 2-3 years of guest service experience in leadership capacity within the hospitality industry.
• Exceptional aptitude for guest service and problem solving, defusing conflicts effectively with tact and diplomacy.
• Excellent leadership, interpersonal and communication skills with a positive attitude and eager pursuit for growth and additional responsibilities.
• Must be able to work a flexible schedule including weekends and holidays.

Job Type: Full-time

Pay: From $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person

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