Director of Operations ("Director de Operaciones")

POSITION PURPOSE

The Director of Operations will support multiple functional areas throughout the hotel by making independent decisions that help each team meet and/or exceed business objectives.

ESSENTIAL RESPONSIBILITIES

• Coordinate, direct, and manage the hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial assets of the business, and maintain the building.
• Work directly with the hotel's Executive Committee to manage all activities of the property including employees, maintenance, sales, and profit/loss controls, as well as working to ensure the hotel is maximizing profitability.
• Set quarterly goals for each department and monitor the progress towards achieving these goals.
• Ensure that service and product quality standards are met in all areas of the hotel.
• Maintain standards of guest services and a consistent positive guest experience.
• Assist in the oversee the Guest Service program - responding to guest needs, adjusting, liaison between brand GSS and property.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Oversee HR matters including interviewing, hiring, training, assigning work, coaching/counseling, and performance management. Be familiar with all company policies and benefits.
• Ensure all payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly forecasts.
• Assist in managing aspects of P&L by controlling costs and achieving budgeted CPOR.
• Encourage and maintain open and clear communication, rapport, and cooperation with all internal departments to foster the best possible service to all guests and staff members.
• Resolve difficult or unusual problems arising with guests. Instill in staff members the commitment to exceed guest expectations.
• Monitor and provide timely feedback, counseling, and performance evaluations to staff.
• Attend hotel operational meetings, rooms departmental meetings, and staff member related events.
• Recommend to the General Manager changes or innovations to practice, procedure, and operation with potential favorable effect on service and quality assurance.
• Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensures facility compliance with government and other regulatory laws and guidelines such as OSHA and Cal-OSHA.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or in