Reports to: Director of Operations

Position Overview

The Operations Manager (PM Shift) at Carneros Resort and Spa is responsible for overseeing the resort’s evening operations, ensuring seamless guest experiences, and providing leadership across multiple departments. This on-site, evening role requires a strong, proactive leader who can manage guest relations, coordinate between teams, and ensure operational excellence while upholding the resort’s luxury standards. The ideal candidate thrives in a fast-paced environment, has a strong hospitality background, and excels at problem-solving and decision-making.

Key Responsibilities

Resort-Wide Evening Operations & Leadership

• Act as the primary leadership presence on property during evening hours, ensuring smooth operations across all departments.
• Serve as the main point of contact for guests and staff, proactively addressing issues and ensuring a luxury-level experience.
• Conduct property walks and inspections, ensuring all areas meet Carneros Resort and Spa’s cleanliness, safety, and service standards.
• Communicate with department managers to ensure seamless handovers between AM and PM shifts.

Guest Experience & Service Recovery

• Respond to and resolve guest inquiries, special requests, and service recovery situations with urgency, professionalism, and discretion.
• Monitor guest feedback in real-time and implement immediate solutions to enhance satisfaction.
• Oversee VIP arrivals and ensure personalized service and special requests are executed flawlessly.

Team Coordination & Support

• Provide leadership to Front Office, Housekeeping, Engineering, Food & Beverage, and Security teams during evening operations.
• Ensure adequate staffing levels for all departments, assisting teams as needed to maintain service efficiency.
• Conduct evening briefings with key departments to align priorities and operational updates.
• Assist in training and coaching associates, reinforcing service excellence and problem-solving skills.

Safety & Security Oversight

• Act as the primary contact for emergency situations, coordinating with security, medical, and local authorities as needed.
• Ensure all safety protocols are followed, including fire safety, guest incidents, and workplace security.
• Address and document any associate or guest incidents, escalating to senior leadership as appropriate.

Operational Efficiency & Compliance

• Monitor and enforce resort policies, ensuring all departments operate efficiently and in compliance with luxury service standards.
• Support evening food & beverage operations, including room service, bar/lounge, and event support.
• Oversee housekeeping turnover for late check-ins and coordinate with Engineering for urgent maintenance needs.

Qualifications

• Bachelor’s degree in Hospitality, Business Management, or a related field preferred.
• 3-5 years of leadership experience in hotel or resort operations, with a strong focus on guest services and evening operations.
• Exceptional problem-solving, decision-making, and leadership skills.
• Ability to manage and prioritize multiple tasks in a fast-paced, high-profile setting.
• Strong knowledge of hotel systems (PMS, POS, work order tracking, etc.).
• Experience handling guest escalations, service recovery, and emergency situations.
• Flexibility to work evenings, weekends, and holidays as required by the resort’s needs.