Director of Operations

About This Role

This role functions as the strategic business leader for the property's hotel operations, which may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. The Director works with department heads to develop and implement departmental strategies, ensuring the brand service strategy and initiatives are carried out. The position focuses on meeting brand standards, customer and employee satisfaction, growing revenues, maximizing financial performance, and developing positive owner relations.

Responsibilities

• Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer
• Analyze service issues and identify trends
• Make and execute necessary decisions to keep the property moving toward achievement of goals
• Work with the hotel management team to develop an operational strategy aligned with the brand’s business strategy and lead its execution
• Monitor hotel operations sales performance against budget
• Review reports and financial statements to determine hotel operations performance against budget
• Coach and support the operations team to effectively manage occupancy and rate, wages, and controllable expenses
• Review the Wage Progress Report and compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
• Champion the brand’s service vision for product and service delivery and ensure alignment amongst the hotel leadership teams
• Develop systems to enable employees to understand guest satisfaction results
• Communicate a clear and consistent message regarding departmental goals to produce desired results
• Review guest feedback with the leadership team and ensure appropriate corrective action is taken
• Respond to and handle guest problems and complaints
• Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations
• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results
• Ensure employees are treated fairly and equitably
• Ensure that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
• Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees
• Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results