Operation Manager | Lum Hotel | Inglewood, CA

What You'll Do:

Provide guidance and leadership to the rooms division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Indirectly offer supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as general manager in the General Manager's absence, as requested.

• Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service-failure measurements and coach accordingly.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. Use the PMHS efforts for all recruiting and on-boarding activities.
• Communicate both verbally and in writing to provide clear directions to staff.
• Assign and instruct rooms of division department supervisors in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including telephone, housekeeping, front office, laundry, concierge and guest services.
• Prepare forecast expenses and actual results for the rooms division revenue and expenses. Review security logs daily for significant incidents, and coordinate with department heads for all enforcement of policy and/or improvements in service needed.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

RESPONSIBILITIES + AUTHORITIES:

• Always treat guests with courtesy and respect.
• Display honesty + integrity.
• Be a hands-on do-er and inspirational leader to motivate team members to succeed and exceed expectations.
• Build strong relationships with colleagues.
• Stay updated with new hotel protocols, staff opportunities, revenue-building techniques, and other beneficial programs available within the department.

Non-Negotiables (Our Core Values)

• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
• COMMUNICATE.
• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN + INNOVATE.
• EMBRACE CHANGE

Where You've Been:

We're looking for someone who has worked in hotels for at least two years and has an additional two years in a hotel leadership position (Manager+). Being a people-person is a must as you'll be working with others constantly. You'll have some experience in coaching, mentoring, and teambuilding.

When You're Here:

Be prepared to accommodate varying schedules including nights, weekends and holidays. But wait, there's a great upside: in exchange for your flexibility, we offer excellent pay, hotel discounts, F&B discounts and the opportunity to be part of an anything-but-standard growing hotel company.