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, targets customer needs, ensures employee satisfaction, focuses
on growing revenues and maximizes the financial performance of the department
and developing 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.

CANDIDATE PROFILE

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.

OR

• 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.

CORE
WORK ACTIVITIES

Managing Profitability

•
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.

Managing Revenue
Goals

• 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.

Leading Operations
and Department Teams

• 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.

Managing the Guest Experience

• 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.

Managing and Conducting Human Resources
Activities

• Facilitates the development of creative solutions
to overcome obstacles and ensures implementation to continually improve guest
satisfaction results.

• Ensures employees are treated fairly
and equitably.

• Ensures that regular, ongoing communication is happening
in Operations (e.g., pre-shift briefings, staff meetings).

• Fosters
employee commitment to providing excellent service, participates in daily
stand-up meetings and models desired service behaviors in all interactions
with guests and employees.

• Incorporates guest satisfaction as
a component of staff/operations meetings with an emphasis on generating
innovative ways to continually improve results.

• Sets goals
and expectations for direct reports using the performance review process
and holds staff accountable for successful performance.

• Solicits
employee feedback, utilizes an “open door policy” and reviews employee
satisfaction results to identify and address employee problems or concerns.

• Ensures property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports
according to Standard Operating Procedures.

• Champions change, ensures
brand and regional business initiatives are implemented and communicates
follow-up actions to team as necessary.