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.