The Residence Inn Pasadena is seeking an Operations Manager that will ensure hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty. The Operations manager schedules, trains, and coaches front desk team members in handling financial transactions accurately and in maintenance of required systems and records. While also supporting the successful execution of all operations in the hotel operations departments (may include Front Office, Housekeeping, Food and Beverage and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

RESPONSIBILITES INCLUDE

• Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures.
• Proficient administration of the hotel's electronic reservation system
• Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction.
• Compliance with hotel safety programs and procedures, including emergency and security systems.
• Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner.
• Ensures that new team members receive training in appropriate brand standards and in hotel procedures.
• Covering Front Desk/Night Audit and or Gate House Attendant duties as required
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Proactively monitors customer accounts to minimize financial risk to the company and perform follow-up to ensure timely collection. Proactively communicates all A/R issues and developments to management.
• Research and resolve payment discrepancies, customer queries, and follow up on past due invoices. Prepare and process adjustments, within eligible guidelines, including misapplied payments, overpayments, etc.
• Perform assigned month-end close tasks.
• Be aware of all groups, packages and special promotions and translate to department communication tool
• Maintain and market promotions and guest programs
• Respond to CEC and guest satisfaction survey using Medallia and Salesforce
• Monitor the accurate production of the hotel daily operating report.
• Other duties as assigned by upper management.

REQUIREMENTS

• Ability to pass certification tests required to meet brand standards.
• Prior experience in hotel front desk positions required, supervisory experience preferred.
• MARSHA and FOSSE experience preferred.
• Lift, stand, squat with guest luggage of approx. 50-75 pounds.
• Varied schedule which includes weekend, holidays, and overnight shiftsWe are seeking a dynamic and energetic Operations Manager to lead our retail operations with enthusiasm and precision.

In this pivotal role, you will oversee daily store activities, ensure seamless management of sales processes, and foster a positive environment for both staff and customers. Your leadership will drive operational excellence, optimize sales performance, and uphold the highest standards of customer service. This position offers an exciting opportunity to shape the success of our retail team while maintaining a vibrant, customer-focused atmosphere. Duties Manage day-to-day store operations, including inventory control, merchandising, and stock management to ensure optimal product availability and presentation. Lead and supervise retail staff, including hiring, training, scheduling, and performance evaluations to build a motivated and efficient team. Oversee sales management strategies, including pricing, promotions, and upselling techniques to maximize revenue. Coordinate purchasing activities and manage relationships with vendors to ensure timely stock replenishment and cost-effective procurement. Handle cash handling procedures, POS (Point of Sale) systems operations, payroll processing, bookkeeping, and budgeting tasks with accuracy and integrity. Implement employee orientation programs and conduct interviewing sessions to attract top talent aligned with company standards. Ensure compliance with company policies, safety regulations, and operational procedures while fostering a positive work environment through effective managerial communication. Qualifications Proven management experience within the retail industry, particularly in sales team supervision and store operations management. Strong skills in negotiation, customer service, team leadership, and managerial communication. Experience with POS systems, inventory management software, and retail math for pricing and sales analysis. Bilingual or multilingual abilities are highly desirable to serve diverse customer bases effectively. Demonstrated ability in recruiting, training & development, payroll administration, bookkeeping, and budgeting. Supervising experience in retail sales environments with a focus on operational management is essential. Excellent organizational skills combined with time management expertise to prioritize tasks efficiently. Basic math skills necessary for cash handling, pricing adjustments, and financial reporting. Join us as an Operations Manager where your leadership will energize our team while ensuring smooth store operations! We value proactive individuals who thrive in fast-paced environments and are passionate about delivering exceptional retail experiences through effective management practices.

Pay:

From $70,304.00 per year

Benefits:

Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person