Job Description

Overview

The Redondo Beach Hotel, a Tapestry Collection by Hilton, is actively seeking a knowledgeable Hotel Manager who is passionate about guest services to join our team. The Hotel Manager will work alongside the General Manager to help lead a dedicated team to provide an exceptional guest experience. The Hotel Manager role requires a strong operational background in Rooms. The position has active participation in profit maximization, guest satisfaction, revenue, and operational effectiveness. The Hotel Manager analyzes financial and operating information to achieve budgeted labor, supplies, materials, and other cost standards. The Hotel Manager possesses strong working knowledge of all areas of the hotel, and has experience making critical decisions with a proven track record of managing, motivating, and leading a full-service hotel team.

Essential Functions and Responsibilities of the job include but are not limited to:

• Maintains excellent service scores for all survey systems and ensures staff is delivering great service at all times. Follows up on any feedback as needed for further guest service improvement.
• Upholds and supports all hotel cleanliness standards at appropriate quality levels as determined by Pacifica Hotels.
• Monitors and tracks guest feedback and reviews in relation to the property's goals and provides feedback, leadership, and support to department managers and their teams as appropriate. Ensures timely guest responses and implementation of corrective actions as required by guest correspondence, comments, alerts, and other measures.
• Responds to all guest concerns internally, utilizing the daily shift report and addressing all guest concerns before the issue becomes bigger. Overcomes guest concerns and resolves defects observed by the guest.
• Has a strong sense of running Rooms, Front Desk, and Engineering. Attends all department meetings.
• Plans, organizes, and develops agenda and leads the bi-monthly rooms meeting.
• Completes departmental walk-throughs of the facility and holds department heads accountable for conditions, ensuring all areas that need attention are brought up to an acceptable level.
• Practices and instills a strong sense of urgency in addressing issues and implementing changes to improve operations.
• Assists teams with inventories, coverage of management on the floor and desk as needed.
• Completes all VIP room inspections when applicable. Assists with Housekeeping inspections as needed. Conducts a surprise inspection of at least 3 rooms daily.
• Acts as a guest liaison by being visible in the hotel, assisting guests, observing Front Desk and Valet personnel. Ensures guest service delivery is exceptional. Lobby presence required for at least 1 hour daily.
• Maintains attention to detail in all matters and operations.
• Communicates needs to the General Manager and to the Executive Committee with a focus on standards and guest satisfaction.
• Maintains high visibility with guests and associates; ensures guest needs, comments, inquiries, and concerns are addressed in a timely and professional manner.
• Ensures open communication channels with all departments and individuals for which they are responsible.
• Ensures staff adapts to changing guest needs and preferences.
• Ensures service to all guests follows established standards, is consistent, efficient, and courteous.
• Works with departments to ensure quality of service and develops service improvement plans for all areas.
• Provides leadership to ensure the quality and efficiency of Housekeeping and Front Office/Guest Service functions, including operational execution, cleanliness, payroll, and supply control in accordance with budget and varying levels of business; ensures excellence in appearance of all public areas and physical property.
• Provides leadership to ensure the quality and efficiency of Front Office/Guest Service functions related to guest arrival, check-in service, and guest interaction; monitors operational execution, cleanliness, payroll, and supply control in accordance with budget and varying levels of business.
• Performs other duties as required by senior management.
• Ensures consistency in maximizing revenue and adherence to budgets and forecasts, driving operational adjustments as needed to balance guest experience with financial goals.
• Works directly with and supports direct-report department managers to help them succeed in achieving their departmental mission and career growth.
• Develops growth and development plans for high-potential middle managers.
• Ensures excellent hiring and training initiatives to support Pacifica Hotels service culture.
• Maintains a positive work environment by encouraging feedback and open communication with all team members.
• Monitors turnover and aims to keep it at a reasonable level.
• Ensures ongoing safety and loss prevention training for all associates.
• Reviews weekly/monthly forecasts and schedules; collaborates with department managers to adjust staffing as required.
• Ensures overtime is authorized; when not authorized, reviews accordingly and takes necessary actions to reduce overtime.
• Monitors pay rates in relation to job functions and competitors; recommends adjustments as needed.
• Maintains professional and collaborative relationships with peer leaders of the hotels other business division leaders.
• Knows and adheres to all company policies and procedures.
• Ensures safety and security levels are maintained for the wellbeing of guests and associates.
• Maintains high visibility with associates and guests.
• Recommends programs for staff motivation and development.
• Management retains the discretion to add or change duties of the position at any time.

Benefits and Compensation

Health Benefits, Travel Perks & More: Medical, Dental and Vision Insurance, 401k, Vacation and Sick Leave are offered with this position along with a Team Member Travel Program, encouraging team members to visit sister properties and enjoy exclusive team member rates. Quarterly team building and community volunteering promotions are also encouraged.

Pay Range: $85,000-$92,000/year

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitality

Job Tags

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