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

Hotel Operations Leadership Serve as the primary Manager on Duty (MOD) during afternoon and evening shifts. Lead and oversee daily hotel operations, ensuring exceptional service delivery and operational efficiency. Respond to guest inquiries, concerns, and service recovery situations in a professional and timely manner. Maintain a visible presence throughout the hotel to ensure service standards are consistently achieved. Facilitate communication and coordination among Front Office, Housekeeping, Engineering, and Food & Beverage teams. Participate in and lead operational meetings as needed. Ensure compliance with Hilton brand standards, company policies, and operational procedures. Department Oversight Provide leadership and operational support to Front Office, Housekeeping, and Engineering teams during evening operations. Partner with the PM Engineering Supervisor and Housekeeping leadership to address operational needs and guest concerns. Monitor departmental productivity, staffing levels, and service performance. Identify operational, productivity, and efficiency gaps and implement corrective action plans. Support department leaders in achieving service, quality, and financial objectives. Food & Beverage Coordination Serve as the primary liaison between hotel operations and the Food & Beverage operator. Oversee In-Room Dining (IRD) operations, including scheduling, labor management, and payroll administration. Assist Accounting with reconciliation of room charges related to IRD transactions. Provide operational support during peak meal periods, including serving as MOD for evening dining operations. Oversee the restocking and presentation of the Marketplace. Ensure timely execution and delivery of guest amenities. Coordinate and oversee winery lobby pours and other guest engagement events. Guest Experience & Service Excellence Champion a culture of hospitality and service excellence throughout the hotel. Drive Forbes and guest service excellence training initiatives. Train and coach team members on guest engagement, service recovery, and hospitality standards. Support VIP, Diamond, and high-profile guest experiences, including special requests and personalized service arrangements. Collaborate with department leaders to enhance staging, ambiance, and overall guest experience. Develop and implement initiatives to improve guest satisfaction scores and customer loyalty. Analyze guest feedback and implement action plans to address opportunities for improvement. Team Leadership & Development Recruit, interview, onboard, and train team members. Supervise and develop operational team members, including PM MOD and IRD Guest Experience staff. Create schedules and manage labor resources to meet operational and financial goals. Conduct performance evaluations, coaching sessions, counseling, and recognition programs. Foster a positive and engaged work environment that supports employee growth and retention. Bachelor's degree preferred but not required. Spanish speaking is a plus Minimum of 3-5 years of hotel management or hospitality leadership experience. Strong knowledge of Front Office, Housekeeping, Engineering, and Food & Beverage operations. Experience serving as Manager on Duty in a full-service hotel environment preferred. Demonstrated ability to lead teams, manage labor, and drive guest satisfaction results. Excellent communication, leadership, problem-solving, and organizational skills. Proficiency with hotel property management systems and Microsoft Office applications. Ability to work evenings, weekends, and holidays as required. Financial & Administrative Responsibilities Assist with departmental budgeting and labor management. Monitor labor costs, guest-related expenses, and departmental expenditures. Support inventory management and purchasing for guest amenities, arrival gifts, and marketplace merchandise. Ensure accurate payroll processing and labor reporting. Assist in achieving hotel revenue, profitability, and guest satisfaction goals. Cross-Functional Collaboration Coordinate communication and logistics between hotel departments, Food & Beverage partners, and ownership/management representatives. Support special events, group arrivals, VIP visits, and hotel initiatives. Partner with leadership teams to implement operational improvements and service enhancements.