Hotel Manager

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 the 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, 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 touching on all guest concerns before the issue becomes bigger. Overcomes guest concerns and fixes the defect 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 and ensures 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 and adjustments to improve/enhance 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.  Completes 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 is required at least 1 hour per day daily. 
• Practices and instills great attention to detail in all matters and operations.
• Communicates needs to GM and to Executive Committee with a focus on standards and guest satisfaction.
• Maintains high visibility with guests, ensuring guest needs, comments, inquiries, and concerns are addressed and satisfied in a timely and professional manner.
• Ensures communication channels are open with all departments and individuals for which they are responsible.
• Ensures staff and team members are adapting to the constant changing of our guests’ needs and wants.
• Ensures service to all guests follows established standards, is consistent, efficient, and courteous.
• Follows through with departments to ensure quality of service. Develops and maintains service improvement plans for all areas.
• Responsible for providing leadership that ensures the quality and efficiency of Housekeeping functions related to: operational execution, cleanliness of all front and back of house areas, payroll, and supply control in accordance with budget and varying levels of business; excellence in appearance of all public areas and physical property.
• Responsible for providing leadership that ensures the quality and efficiency of Front Office/Guest Service functions related to guest arrival, check in service, and the reverse. This includes monitoring operational execution, cleanliness of all front and back of house areas, payroll, and supply control in accordance with budget and varying levels of business; excellence in guest services and guest interaction.
• Performs any other duties required by senior management.
• Ensures consistency in maximizing revenue.
• Ensures adherence to budgets and forecasts resulting in acceptable profit margins and flow through. Drives appropriate operational adjustments as need to achieve financial goals, balancing guest experience with financial needs.
• Works directly with and in support of direct-report department managers as they lead their associated teams. Assists each to be successful in the execution of the departmental mission and their 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 positive work environment by enlisting feedback and open communication with all team members.
• Monitors turnover rate and ensures it is at a reasonable level.
• Ensures proper and ongoing safety/loss prevention training for all associates.
• Reviews weekly/monthly forecast and schedules. Works with department managers to adjust scheduling as required.
• Ensures all overtime is authorized, if not authorized, reviews accordingly and take necessary action to ensure reduction in overtime is achieved.
• Monitors pay rates in relation to job functions and competitors. Recommends adjustments as needed.
• Maintains a professional and collaborative relationship with peer leaders of the Hotels other business division leaders.
• Knows and adheres to all company policy and procedures.
• Ensures safety and security levels are maintained for the wellbeing of our guests and associates.
• Maintains high visibility with associates and guests.
• Recommends programs for the motivation and development of staff.

***Management retains the discretion to add or change the duties of the position at any time***

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 each team member to visit sister properties and enjoy exclusive team member rates for rest and relaxation. We also encourage quarterly team building and giving back to the communities in which we work through regular volunteering, and select charity promotions throughout the year.

Pay Range: $75,000-85,000/year