A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
) Merlin Entertainments - 3.5 Carlsbad, CA Job Details Full-time $100,000 - $125,000 a year 5 hours ago Benefits Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance Opportunities for advancement Qualifications Incident reporting compliance Performance improvement leadership Strategic management Hotel housekeeping management Team member evaluation Reputation management Resort experience Operational risk management Hotel strategy implementation Employee engagement program (employee development activity) Coaching Corporate training Hotel quality control Customer satisfaction tracking Employee engagement strategy Performance feedback (performance evaluation method) Managing hospitality teams Hotel quality assurance Inclusive leadership practices Team development Professional development support Hospitality Management Mentoring Property management systems (PMS) Business Administration Operational excellence initiatives Productivity software Talent career development Hotel and accommodations guest complaints handling Implementation of strategic initiatives Full Job Description What you'll bring to the team Merlin - It's where we playMerlin Entertainments Merlin Entertainments2.2K subscribers Watch on The Hotel General Manager (Internally known as the Head of Hotel Operations) is a pivotal Resort leader responsible for overseeing all aspects of the Hotel operations within the Resort. Reporting to the Director of Resort Operations & Experience, this position ensures seamless management of the Hotel team, focusing on guest satisfaction, team development, operational excellence, and adherence to brand and safety standards. The Head of Hotel leads and supports a dynamic team, driving strategic initiatives to enhance the guest experience and operational performance.
Qualifications & Experience Key Responsibilities:
Oversee the daily operations of the Hotel, including housekeeping, front office, commercial and guest service functions. Ensure the highest standards of maintenance, cleanliness, and presentation of hotel facilities, aligning with brand expectations. L Collaborate with cross-functional teams to address and resolve operational challenges, ensuring a seamless guest experience. Act as a key decision-maker during operational challenges, ensuring rapid resolution and maintaining guest satisfaction. Oversee guest feedback resolution, ensuring timely and effective outcomes to maintain guest loyalty and brand reputation. Act as Resort or Hotel Duty Manager as required Proactively monitor and enhance guest satisfaction by addressing feedback and implementing service improvements. Collaborate with Hotel Managers and wider team to identify and address skill gaps, ensuring teams are equipped to succeed. Support planning and execution of operational readiness for peak seasons, events, and new openings. Contribute to broader Resort and Merlin initiatives, providing insights and recommendations for improvement. Use guest satisfaction metrics and insights to develop action plans for continuous service enhancement. Drive team engagement initiatives, cultivating an inclusive and motivated workplace environment. Lead, coach, and mentor the Hotel team, fostering a culture of accountability and excellence. Support global functions with innovation and planning initiatives regarding to revenue management and future development Work with Commercial and Business Support Team to develop and implement strategic initiatives to optimize Hotel operations and drive efficiency. Build strong relationships with other Resort departments and partners, including Facilities, Food & Beverage, and Entertainment, to support integrated operations. Conduct regular coaching sessions, performance reviews, and development programs to support career growth for team members. Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy. Understand risk assessments and ensure reporting of any new risks as appropriate. In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner. Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager. Other tasks as assigned and needed by the business.
Experience and Qualifications:
Proven leadership experience in managing large-scale hotel, or hospitality operations, including housekeeping, front office, and guest services. Strong background in team development, employee engagement, and fostering a positive workplace culture. Hands-on experience in delivering exceptional guest experiences and resolving guest complaints through service recovery processes. Familiarity with property management systems (e.g., Opera) and task management tools (e.g., ALICE). Degree or diploma in Hospitality Management, Business Administration, or a related field is desirable. Proficiency in using guest service technologies and basic office applications (e.g., Microsoft Office Suite).
Benefits Excellent Health Care Options:
Comprehensive medical, dental, and vision coverage. Paid Time Off (PTO).
Merlin Magic Pass:
Free entry for friends and family to our amazing parks & attractions. Recognition Programs and Rewards. 401(k)
Program:
Save for the future with company matching contributions.
Tuition Reimbursement Programs:
Get support for further education and career growth.
Numerous Learning and Advancement Opportunities:
Grow your skills and advance your career with us! Pay Range Compensation between USD $100,000.00/Yr.-USD $125,000.00/Yr. At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
