Director of Operations

JOB SUMMARY

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, target customer needs, ensure employee satisfaction, focus on growing revenues, maximize the financial performance of the department and develop positive owner relations.

Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, target customer needs, ensure employee satisfaction, focus on growing revenues, maximize the financial performance of the department and develop positive owner relations.

Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

Education And Experience

• 2‑year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• 4‑year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated…