Hotel - Operations Manager

Pasadena, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Flexible

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Career development opportunities

Employee wellness programs

Job Description

Hyatt Place Pasadena is part of the renowned Hyatt Hotels Corporation, a global leader in the hospitality industry known for its commitment to quality service and exceptional guest experiences. Hyatt Place properties combine vibrancy, casual style, and smart functionality to provide a uniquely modern and comfortable stay for business and leisure travelers alike. Located in Pasadena, this hotel caters to guests looking for a welcoming environment with convenient access to local attractions, business centers, and cultural landmarks. The hotel's operations are designed to deliver a high level of customer satisfaction, supported by a team of dedicated professionals.

This position, reporting directly to the Hotel General Manager, is integral to the seamless operation of Hyatt Place Pasadena. The Operations Manager will focus on overseeing routine operational tasks while leading and supervising team members across various departments including Front Office, Food and Beverage (F&B), Housekeeping, Engineering, and Maintenance. This role demands a dynamic leader capable of ensuring operational excellence in the absence of the General Manager and Manager on Duty. The Operations Manager plays a pivotal role in driving the hotel's profitability through strategic revenue generation, cost control, and fostering a positive guest experience. Additionally, this role supports associate development and ensures compliance with company standards and brand requirements. Exempt employees in this position are expected to be flexible and committed, often working beyond scheduled hours to meet the demands of the hotel.

Key responsibilities of the Operations Manager include implementing and maintaining Standard Operating Procedures (SOPs) across departments, promoting exceptional service standards, ensuring employee adherence to grooming and conduct policies, and enforcing safety and security measures throughout the property. This role also involves assisting with financial reporting, training staff in service excellence, recruiting and developing talent, and maintaining preventative maintenance and cleaning standards. The ability to collaborate effectively with department heads and encourage empowered decision-making among employees is essential for enhancing guest satisfaction and operational efficiency.

Hyatt Place Pasadena emphasizes an inclusive work culture, offering career advancement opportunities and requiring flexibility, excellent communication skills, and a keen organizational aptitude from its Operations Manager. This role is critical for sustaining the hotel’s reputation for outstanding guest service and smooth operational delivery within the competitive hospitality market. Overall, the Operations Manager will be a key contributor to maintaining Hyatt Place’s standards and ensuring guests receive a warm, professional, and memorable stay experience.

Job Requirements

high school education or equivalent experience
1-2 years management and/or supervisory experience preferably in hotel industry
excellent oral and written communication skills
excellent organization and time management skills
knowledge of discipline specific procedures and services and general knowledge of other departments
supervision and management skills
ability to achieve positive guest relations and maximize guest satisfaction
ability to communicate in English, second language desirable
ability to handle cash and credit transactions
ability to enforce company rules and SOPs
OPERA experience is desired
flexibility to work 40 to 50 hours over a 5-day period including day or evening shifts

Job Qualifications

1-2 years management or supervisory experience preferably in a hotel environment
excellent oral and written communication skills
strong organization and time management skills
knowledge of discipline specific procedures and general understanding of hotel departments
effective supervision and management skills
proven ability to maximize guest satisfaction
English fluency required, second language desirable
ability to handle cash and credit transactions
ability to enforce company rules and SOPs
OPERA system experience desired
high school diploma or equivalent

Job Duties

Approach all encounters with guests and employees in an attentive, courteous, and service oriented manner
Maintain regular attendance and comply with scheduling requirements
Implement company programs and manage operations of Front Office, F&B, and Housekeeping ensuring SOP compliance and high quality service
Maintain high standards of personal appearance and grooming according to brand standards
Ensure adherence to company and brand standards for safe and efficient hotel operation
Comply with certification requirements including Food Handlers and Human Trafficking training
Supervise and support Engineering, F&B, Front Office, and Housekeeping departments in absence of General Manager
Assist in creating an environment empowering employees to enhance guest satisfaction
Assist General Manager with financial reports and meet corporate deadlines
Participate in scheduled Manager on Duty coverage
Ensure training in service standards in all departments
Assist Human Resources in recruiting, hiring, and training guest services staff
Attend weekly Operations meetings and promote team-oriented environment
Maintain compliance with Preventative Maintenance and Deep Cleaning Programs
Maintain professional relationships and open communication with all staff
Ensure fair and equitable treatment of employees
Complete required corporate training and certifications
Engage with guests in public areas during peak times
Maintain hotel safety and security procedures
Attend all scheduled property meetings