Director of Operations

Position Summary: The Director of Operations is responsible for the direction and oversight of key guest contact departments within the operations division, their managers and their team members.

 

Core Responsibilities:

* Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads.

* Responsible for overall budget approval authority for operational departments.

* Monitor all room related systems that impact the guest directly, to ensure proper procedures are in place and followed, which allow for an outstanding guest experience.

* Communicate with guests and team members both verbally and in writing to answer questions and resolve concerns.

* Facilitate the coordination of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by hotel operations of procedures that may have potential impact.

* Ensure guest reservation policies, standards and procedures are met.

* Ensure the effective resolution if any complaints, challenges occur.

* Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.

* Ensure guest check in/checks out procedures are efficiently followed and any issues immediately resolved.

* Manage and administer the Manager on Duty program, requiring weekend stayover and constant monitoring throughout the hotel and troubleshooting issues.

* Participate in property MOD program, weekly staff meetings, weekly Executive Committee meetings and safety committee meetings. * Understand and apply the applicable Franchise and management's Standard Operating Procedures.

* Assist with Human Resource's functions including but not limited to employee relations, recruiting, on-boarding, counseling and compliance.

* Perform other duties as assigned

Qualifications

• Experience in hotel operations and accounting management, computer experience on a PMS system, and working knowledge of manual front desk procedures, including leadership experience in management role.
• High work ethic, self-initiative , independent judgment
• Proven customer service and problem solving experience
• Regular attendance
• Proven experience in a high pressure, sometimes stressful environment
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to multiple tasks, and meet deadlines despite frequent interruptions
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

• Stand, sit and walk for varying lengths of time, often long periods of time
• Bend, stoop, squat and stretch
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to fifty (50) pounds
• Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Direct evacuations in an emergency.