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

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 property
• Owns the details
• Drives execution
• Holds teams accountable
• And ensures every room, every space, and every guest touchpoint is ready, clean, functional, and exceptional

If 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 Execution

Oversee day-to-day Front Desk and Housekeeping activities

Ensure rooms are guest-ready, accurate, and aligned across departments

Act as the central operational leader driving communication and follow-through

Support guest service recovery and Outrageous Hospitality

Driving QuoreOperational Accountability

Own all Quore work orders and task management

Ensure issues are prioritized, completed, and properly documented

Identify recurring issues and escalate trends

Audit completed work for quality and consistency

Protect the Asset

Work with Maintenance Dept to ensure all room PMs are completed

Adhere to Brand Standards in all areas of the operation.

Ensure Guest safety by proactively addressing issues.

Ensure team safety through proper training.

Housekeeping QualityDeep Clean Execution

Ensure rooms meet brand and company cleanliness standards

Oversee inspections, deep cleans, and project work

Oversee Housekeeping Supervisors and inspectors.

Help ensure the Hacienda always sparkles

Facilities, SafetyCompliance

Ensure compliance with OSHA, safety, and company standards

Support incident documentation and follow-up

Conduct regular property walks focused on

Cleanliness

Safety

Functionality

Front 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 tasks

Scheduling

Training

Room readiness

Early arrivals / late departures

Guest escalations

LeadershipTeam Accountability

Lead daily operational check-ins

Hold teams accountable for execution and follow-through

Support coaching, training, and performance conversations

Drive a culture of Outrageous Hospitality and operational discipline

Qualifications

3+ years of hotel operations leadership experience

Strong background in Rooms Division (Front Desk, Housekeeping)

Experience using systems like Quore or similar work order platforms preferred

Proven ability to manage multiple departments and priorities simultaneously

Strong leadership presence - able to coach, hold accountability, and lead by example

Highly organized with strong attention to detail

Comfortable working in a hands-on, fast-moving environment

The 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.