About us:

Nestled in the heart of San Diego's Historic Old Town, the Best Western Plus Hacienda Hotel offers guests a unique blend of traditional California hospitality and modern comfort. Our charming, hillside retreat features 197 rooms adorned with handcrafted Santa Fe furnishings, lush courtyards, and panoramic views from Old Town to Mission Bay. As a hub of cultural heritage, we're footsteps away from galleries, boutiques, historic sites, and vibrant dining options. At the heart of our company is a culture that prioritizes both our employees and our guests. We recognize that our employees are our greatest asset, and we strive to create an environment where they feel valued, supported, and empowered to excel. From frontline staff to corporate executives, every member of our team plays a vital role in delivering exceptional service and creating memorable experiences for our guests.

Position Overview:

The General Manager is responsible for overseeing all hotel functions in alignment with WS Management standards, brand expectations, and our People, Profit, Planet philosophy. This role requires proactive leadership, strong decision-making, and the ability to create an environment where teams are supported, service delivery is consistent, and financial goals are met. The ideal candidate will be responsible for transforming this iconic hotel into its best self with both short term and long term improvement objectives. A passion for customer service, a keen knack for problem resolution, a team builder and a relentless achiever are key characteristics for the ideal candidate. This will be a labor of love, and we are looking for just the right person to help lead us in the right direction. You will be expected to put in a lot of hours, be on your feet, and to lead by example in Guest Service and Problem Solving. This is not a "figurehead" type position. It's hands-on. Proficiency and experience dealing with older buildings, with maintenance issues and large Cap Ex projects will be very important..

Key Responsibilities:

Operations Management:

Oversee daily hotel operations, ensuring excellence in guest experience, cleanliness, and facility upkeep.
Assess, plan, and implement maintenance projects to enhance the property's appeal and functionality.
Ensure compliance with local, state, and federal regulations, as well as company and brand standards.

Guest Relations:

Foster a guest service culture that prioritizes satisfaction and personalized experiences.
Train and mentor staff to deliver consistent, high-quality service and resolve guest issues promptly and effectively.
Respond personally to complex guest concerns and feedback to maintain a positive reputation.

Team Leadership:

Recruit, train, and develop a motivated, high-performing team.
Conduct regular meetings and training sessions, promoting a positive and collaborative work environment.
Encourage staff engagement and provide growth opportunities aligned with company values.

Financial Management:

Manage budgets, control expenses, and analyze profit-and-loss statements to ensure financial goals are met.
Develop and execute strategies to increase revenue through sales and marketing efforts.
Optimize staffing levels, labor costs, and resource usage for maximum efficiency and profitability.

Maintenance Oversight:

Conduct regular property inspections to identify maintenance needs and opportunities.
Plan, direct, and oversee maintenance projects, ensuring minimal disruption to guests and staff.
Collaborate with vendors and contractors to complete projects on time and within budget.

Community Engagement:

Build and maintain strong relationships within the Old Town community and local market.
Represent the hotel at community events, fostering positive partnerships and enhancing the hotel's profile.

Requirements:

Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).

Minimum 5 years of experience in hotel management, with hands-on leadership in guest services and maintenance.

Strong track record of successfully managing maintenance projects and optimizing operational efficiency.

Strong understanding of Front Office, Housekeeping, Maintenance, and Revenue Management procedures

Demonstrated ability to lead and develop high-performing teams

Solid financial analysis skills, including forecasting and labor/budget management

Excellent communication, organizational, and problem-solving abilities

Ability to work in a fast-paced, guest-centric environment with shifting priorities

Strong understanding of brand QA standards and operational compliance