About the Role:

At the historic Hacienda Hotel Old Town, we don't just operate a hotel, we create experiences.We are seeking a hands-on, highly operational Room Division Operations Manager to lead the execution of our Front Desk and Housekeeping team.

This is not a desk role. This is for a leader who:

• Walks the property
• Owns the details
• Drives execution
• Holds teams accountable
• And ensures every room, every space, and every guest touchpoint is ready, clean, functional, and exceptional

If you thrive in a fast-paced environment where no two days are the same, and you take pride in turning operational complexity into seamless guest experiences, this is your role.

Key Responsibilities:

Owning Daily Rooms Division Execution

Oversee day-to-day Front Desk and Housekeeping activities
Ensure rooms are guest-ready, accurate, and aligned across departments
Act as the central operational leader driving communication and follow-through
Support guest service recovery and Outrageous Hospitality

Driving Quore & Operational Accountability

Own all Quore work orders and task management
Ensure issues are prioritized, completed, and properly documented
Identify recurring issues and escalate trends
Audit completed work for quality and consistency

Protect the Asset 

Work with Maintenance Dept to ensure all room PMs are completed
Adhere to Brand Standards in all areas of the operation.
Ensure Guest safety by proactively addressing issues.
Ensure team safety through proper training.

Housekeeping Quality & Deep Clean Execution

Ensure rooms meet brand and WS Management cleanliness standards
Oversee inspections, deep cleans, and project work
Oversee Housekeeping Supervisors and inspectors .  Make the Hacienda Sparkly

Facilities, Safety & Compliance

Ensure compliance with OSHA, safety, and company standards
Support incident documentation and follow-up
Conduct regular property walks focused on:

Cleanliness
Safety
Functionality

Front Desk Operational Support 

Ensure Outrageous Hospitality and Clear internal communications 
Lead Front Desk team to include (GSAs, Bellman, Drivers and Plaza Attendant). Establish SOPs and checklists for all tasks

Scheduling
Training
Room readiness
Early arrivals / late departures
Guest escalations

Leadership & Team Accountability

Lead daily operational check-ins
Hold teams accountable for execution and follow-through
Support coaching, training, and performance conversations
Drive a culture of Outrageous Hospitality and operational discipline

Qualifications:

3+ years of hotel operations leadership experience
Strong background in Rooms Division (Front Desk, Housekeeping)
Experience using systems like Quore or similar work order platforms preferred
Proven ability to manage multiple departments and priorities simultaneously
Strong leadership presence - able to coach, hold accountability, and lead by example
Highly organized with strong attention to detail
Comfortable working in a hands-on, fast-moving environment