Operations Manager - Casa Mani Resort Napa Valley, Curio Collection by Hilton

Hilton is a globally recognized leader in the hospitality industry, known for its commitment to delivering exceptional guest experiences and creating an outstanding workplace culture for its team members. With more than 3 billion guests welcomed worldwide, Hilton's portfolio of world-class brands offers guests premium accommodations and services in prime locations across the globe. The company prides itself on a rich legacy of hospitality, innovation, and operational excellence, with a vision to fill the earth with the light and warmth of hospitality. Hilton's award-winning culture has earned multiple recognitions from Great Place to Work and Fortune, making it not only an excellent destination for travelers but also a top employer for individuals seeking meaningful careers in hospitality. The company's emphasis on career development, diversity, and inclusion fosters an environment where team members can thrive personally and professionally.

The role of Hotel Operations Leadership at Hilton is a dynamic and multifaceted position that plays a crucial role in the daily management and success of full-service hotel operations. Serving as the primary Manager on Duty (MOD) during afternoon and evening shifts, this leadership position requires overseeing multiple departments including Front Office, Housekeeping, Engineering, and Food and Beverage. The MOD is responsible for ensuring operational efficiency, exceptional service delivery, and a welcoming atmosphere for guests. This position demands an individual who can respond promptly and professionally to guest inquiries, concerns, and service recovery needs while maintaining a strong visible presence throughout the hotel to uphold service standards consistently.

Beyond operational oversight, this position involves robust departmental leadership where coordination and communication between various teams are vital. The Hotel Operations Leader collaborates closely with department supervisors to monitor productivity, staffing levels, and service performance, identifying any operational gaps and implementing corrective measures to meet service quality, financial objectives, and guest satisfaction goals. The role also serves as the principal liaison with the Food and Beverage operator, managing in-room dining operations, labor scheduling, and payroll administration while providing crucial support during peak dining periods.

Guest experience and service excellence are at the heart of this leadership role. The leader champions a culture of hospitality excellence, driving training initiatives in guest service and hosting high-profile guests with personalized care. Coaching and developing team members to elevate guest engagement and implementing strategies to improve satisfaction and loyalty scores are integral parts of the daily responsibilities.

Team leadership and development are critical to the position, entailing recruitment, onboarding, supervision, scheduling, performance evaluations, and fostering a positive work environment that encourages employee growth and retention. Financial and administrative responsibilities include assisting with budgeting, labor cost management, expenditure monitoring, payroll accuracy, and inventory control for guest amenities and merchandise. The role requires adept coordination across hotel departments, Food and Beverage partners, and ownership representatives to support events, group arrivals, and operational improvements.

This role is ideally suited for a hospitality professional with a bachelor's degree (preferred but not required), fluency in Spanish (a plus), and 3-5 years of hotel management or hospitality leadership experience. Strong knowledge of hotel operations and demonstrated leadership skills are essential to thrive in this challenging yet rewarding position. Hilton offers an unmatched benefits package, including discounted travel, employee stock purchase, paid parental leave, caregiving support, mental health resources, generous paid time off, health coverage, and retirement savings plans to support the well-being and future of its team members. Join Hilton to be part of an award-winning workplace culture that values your contribution and career growth.