Director of Operations

Overview

Job Title:

Director of Operations

Location:

Life Hotel New York, NY - On-Site, In Person Position

This position reports to the General Manager. Primary responsibilities include overseeing and managing Housekeeping and Front Office operations, directing Operations Managers and other team members, conducting weekly staff meetings and training sessions, and reviewing past and future sales and operations efforts. The Director of Operations acts as a back-up to the General Manager in their absence, supports hotel profitability through revenue generation, cost control, guest satisfaction, and associate development.

Other duties may be assigned as required by the business and for career development.

The role is exempt and may require working a flexible schedule to complete responsibilities. The position may support multiple departments including Housekeeping, Front Office, Engineering/Maintenance, Security, F&B, and Banquets. Exempt Managers and Supervisors must customarily direct the work of at least three full-time Associates or their equivalents. Primary duties are administrative, executive, or professional more than 50% of the time and involve discretion and independent judgment more than 50% of the time.

The role also works with employee union stipulations as guided by bargaining agreements.

• Approach all encounters with Guests and Associates in an attentive, friendly, courteous and service oriented manner.
• Maintain regular attendance in compliance with Rebel Hotel Company standards, as required by scheduling, which will vary according to the needs of the Hotel.
• Maintain high standards of personal appearance and grooming, including compliance with the brand dress code and wearing a nametag when working (per brand standards).
• Comply with Rebel Hotel Company standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements for the position, including Food Handlers, Alcohol Awareness, CPR and First Aid.
• Maintain the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Engineering and Housekeeping departments.
• Use competencies from Rebel and Brand training materials to develop self in all operational departments.
• Work with Department Heads to understand each position and its impact on hotel operations.
• Assist in creating an environment where Associates make empowered decisions to ensure Guest Satisfaction. Follow up on empowerment successes and opportunities with the appropriate Department Head.
• Assist the General Manager with the creation of financial reports as required by the Corporate Office.
• Ensure compliance with Union regulations is maintained and stay up to date with union changes and agreements.
• Meet all Corporate-imposed deadlines as well as those imposed by the General Manager.
• Participate in required MOD coverage as scheduled.
• Ensure training in service standards is conducted in each department using effective training steps.
• Assist in recruiting, hiring and training for Guest Services based on occupancy as needed.
• Participate in weekly meetings with Front Office to address oversell settings and react accordingly.
• Foster a positive team-oriented environment focused on the guest, through Associate development and motivation.
• Support maintaining compliance with Preventative Maintenance and Deep Cleaning Programs through daily/weekly inspections with the Property Engineer.
• Ensure Associates are attentive, friendly, courteous and efficient in interactions with Guests, Management and other Associates.
• Be familiar with SOPs in all operations departments and maintain open communication with Managers, Associates and other departments.
• Ensure fair and equitable treatment of all Associates according to SOPs.
• Complete required corporate training modules and become certified to train those as required.
• Be present in public areas during peak times to greet Guests and offer assistance as needed.
• Maintain procedures for handling of the Hotel safe with regard to security.
• Attend all scheduled meetings that take place on the property when scheduled.

• At least five years of progressive managerial experience in the Rooms Department encompassing both Housekeeping and Front Office operations.
• At least 2 years of experience as a department head or 4 years as an assistant department head of a unionized housekeeping department.
• Experience working with Hotel Unions.
• Proficient in Windows operating systems and various property and operations management systems.
• Ability to evaluate and select among alternative actions quickly and accurately.
• Ability to work well in stressful, high-pressure situations and maintain composure and objectivity.
• Effective problem-solving skills and the ability to handle workplace concerns from coworkers and Guests.
• Ability to assimilate complex information from disparate sources and adapt to constraints as needed.
• Strong communication skills to convey information…