Assistant General Manager

Description

Are you ready to take your career to the next level in a serene oasis? Ojo Caliente Mineral Springs Resort & Spa, nestled in the captivating high desert, invites individuals like you like you to contribute to our commitment to exceptional guest experiences.

Why choose Ojo Caliente Mineral Springs Resort & Spa? We're not just your average resort. Our luxurious and tranquil retreat offers a range of accommodations, including spacious rooms, suites, and casitas. Ojo Caliente Mineral Springs Resort & Spa is known for its natural mineral springs, which have been attracting visitors for centuries due to their healing and rejuvenating properties. The resort offers a unique blend of relaxation, wellness, and natural beauty, making it a popular choice for those seeking a serene and rejuvenating getaway.
 

What sets us apart? 

It's our dedication to quality, innovation, and teamwork. We provide competitive compensation and foster a positive work environment.
 

Embrace the opportunity to contribute to a workplace that cherishes authenticity, diversity, excellence, gratitude, happiness, integrity, mindfulness, respect, and teamwork.

Join us in fulfilling our mission of providing genuinely gracious hospitality while stewarding and sharing sacred springs. Ojo Spa Resorts awaits your expertise and passion. 

The Assistant General Manager (AGM) supports the General Manager (GM) in leading and inspiring staff at Ojo Caliente Mineral Springs Resort & Spa. The AGM helps manage daily operations, including Guest Services, Food & Beverage, Facilities, Housekeeping, Spa, Springs, Farm, Landscaping, and Security. Collaborates closely with Ojo Spa Resorts Directors and Managers, including the Controller, Director of Human Resources, IT Director, Brand Operations & Marketing Director, Reservations Manager, and Executive Assistant. Acts as a key partner to the GM and may assume leadership responsibilities in the GM’s absence.

This hands-on role involves active participation in daily operations and frequent, direct interactions with guests. A strong attention to detail and commitment to providing an exceptional guest and staff experience are essential.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

People

• Supports the GM in engaging staff, guests, colleagues, vendors, and the local community with respect, passion, and care.
• Models Ojo Spa Resorts’ vision, core values, and culture.
• Serves as an effective leader, communicator, and mentor.
• Leads by example. Models the behaviors, techniques, and methods to achieve a great guest experience.
• Assumes leadership responsibilities in GM’s absence 

Staff

• Helps foster a strong team culture and positive morale, contributing to the resort’s position as an “employer of choice.”
• Assists with performance management and employee relations.
• Co-leads a management team of approximately nine managers.
• Partners with managers on operations, problem-solving, innovation, and implementation of initiatives.
• Actively engages staff in training, mentoring, and professional development.
• Ensures effective communication across departments and conducts regular meetings.
• Collaborates with the sister resort’s AGM and colleagues across Ojo Spa Resorts to align standards, share resources, and improve practices.
• Provides pathways and tools for all staff members to grow and be successful.
• Maintains a calm demeanor when confronted with difficult situations, setting a positive example for team members and guests.

Guests

• Partners with the GM to ensure exceptional guest experiences.
• Oversees guest recovery efforts and may respond directly to guests as needed.
• Trains staff in guest recovery procedures and ensures proper documentation.
• Maintains high visibility and daily interaction with guests.
• Works with leadership to implement personalized guest programs and monitor guest feedback to drive improvements. 

Vendors

• Supports the GM and department managers in managing vendor relationships.
• Maintains professionalism and alignment with Ojo’s values in all vendor interactions.
• Assists with contract documentation and vendor evaluations.

Community

• Represents the resort in community events and associations as needed.
• Supports initiatives that enhance community relationships and engagement.
• Understands the relevant government structures and regulations (e.g. town, county, State). 

PRODUCT and PROMOTION

• The AGM has a passion for product development/improvement and supports the GM and OSR directors with the goals of creating strong revenue and long-term sustainability at the resort.
• Product and Services
• Assists the GM in maintaining and improving products and services.
• Partners with leadership to ensure offerings align with target demographics and guest expectations.
• Supports innovation and continuous improvement of the guest experience.
• Helps analyze guest feedback and adjust operations accordingly.
   

Resort Operations

• Supports the GM in leading resort operations, standard operating procedures, policies, and service standards.
• Helps oversee Guest Services, Spa, Springs, Housekeeping, Food & Beverage, Facilities, and Security.
• Has operating knowledge of each department and finds areas of improvement.
• Assists department heads when guest, staff or other operation challenges arise.
• Conducts property inspections and ensures department standards are met.
• Assists with scheduling, budgeting, and integration of new technologies.
• Supports employee engagement initiatives and morale.

Promotion

• Assists with the implementation of the annual budget and other resort goals.
• Helps monitor market trends and competitive activity.
• Supports the Marketing team in VIP relations, PR, and promotional activities.
• Reviews reports and contributes to revenue-driving strategies.
• Will have a comprehensive knowledge of all resort offerings.

Profit

• Supports the GM in achieving resort profitability.
• Assists with annual budgets, forecasting, and variance reporting.
• Helps monitor labor costs and expense controls.
• Participates in financial reviews with department managers.
• Ensures compliance with policies and regulations in partnership with HR and the Controller.

RISK MANAGEMENT

Crisis Management

• Assists the GM in coordinating crisis responses.
• Supports communication, delegation, and follow-through during crisis situations.
• Helps facilitate post-crisis reviews and improvements.

Resort Safety and Cleanliness

• Supports insurance documentation and compliance processes.
• Assists in coordinating with auditors and site visits.
• Helps oversee resort safety, cleanliness, and compliance with health and safety regulations.
• Participates in safety audits, training, and emergency preparedness.
• Walks and inspects the entire resort daily for any repairs and safety issues that need to be reported through our workorder system.

Consistently models and integrates the Resort’s Mission and Core Values. Our Mission is to provide genuinely gracious hospitality while stewarding and sharing sacred springs. Our Core Values are: Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork. 

Requirements

1. At least 7 years’ experience working in hotels or resorts, preferably independent and boutique. High volume experience a plus.

2. At least 3 years’ experience as a Resort Manager, Operations Manager, or Assistant General Manager or similar position.

3. Bachelor’s Degree or equivalent, preferably in Hospitality.

4. First Aid/AED/CPR certified or willing to become certified.

5. Proven record of achieving high levels of employee and guest satisfaction.

6. Proven record of achieving financial goals.

7. Proven record of efficient resort operations that also allow for flexibility.

8. Strong knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).

9. Strong knowledge of hotel PMS and sales/marketing systems.

10. Knowledge of wellness and trends as they relate to hot spring resorts a plus.

11. Resort sales and marketing experience a plus.

12. Ability to live on or within commuting distance to the resort. 

13. Availability to work days, nights, weekends, and holidays.

14. Availability to work a flexible and intensive schedule. 

15. Strong sense of urgency.

16. Proven track records of team-building successes. 

17. Ability to handle confidential information and to be discreet.

18. Ability to sit, stand, reach, lift, bend, kneel, stoop, climb, push and pull items weighing up to 40 pounds.

19. The position requires manual dexterity; auditory and visual skills; the ability to follow written and oral instructions and procedures; and the ability to speak and communicate professionally.

This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable, related duties as assigned by their supervisor or management. 

Passionate about our mission and core values: accountability, authenticity, excellence, gratitude, happiness, integrity, mindfulness, respect, teamwork, and diversity.

Due to the natural environment at Ojo Spa Resorts, all staff must be comfortable outdoors performing physical activities, and be able to navigate uneven ground, diverse terrain, multiple stairs, and be prepared to work in unpredictable weather conditions.

If an employee requires a reasonable accommodation to perform the job at a satisfactory level, s/he must contact his/her manager and/or the Human Resources Department.

Ojo Spa Resorts Discounts and Perks: 

Ojo Santa Fe Spa Resort and Ojo Caliente Mineral Springs Resort and Spa:

• Mission based company with values you can trust
• Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
• Employee Assistance Program (EAP) 
• Paid Sick Time
• Paid Time Off
• Ongoing training to build critical skills for current and future roles
• Numerous Growth & Developmental Opportunities
• Competitive Compensation
• Discounted Employee Lunch
• Free Lunch/Dinner on Thanksgiving & Christmas
• Employee Appreciation Lunches 
• Above and Beyond Awards - Ojo Bucks for eligible employees 
• Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
• 40% off Spa Treatments (includes private pools and private Ojitos)
• 40% off at the Restaurants
• 20% off at the Gift Shops
• Discounted Lodging Rate
• Hiking Trails

Ojo Santa Fe: Gym, Puppy Patch, Chicken Chat & Birthday Ojo Bucks Vouchers

Ojo Caliente: Yoga Workshops (if space available) & Monthly Birthday Treats

Ojo Caliente Mineral Springs Resort & Spa is conveniently located near several vibrant cities and towns, making it easily accessible for candidates like you. Check out the distances below and see how close we are to some popular destinations:

• Only 25 miles away from Espanola, NM. 
• Abiquiu, NM, is located only 31 miles away from our resort. 
• Pojoaque, NM, is conveniently located only 34 miles away. 
• Taos, NM, is a short 40-mile drive from Ojo Caliente. 
• Los Alamos, NM, is just 42 miles away. 
• Santa Fe is 50 miles away. 

Join us now and become an essential part of the Ojo Caliente Mineral Springs Resort & Spa family. Make Ojo Spa Resorts your next career destination!

To learn more about Ojo Spa Resorts, please visit: ojosparesorts.com

 INDOSRHP