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 or challenges occur.
- Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
- Ensure guest check-in/check-out procedures are efficiently followed and any issues are 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 functions including but not limited to employee relations, recruiting, onboarding, counseling, and compliance.
- Perform other duties as assigned.
Requirements:
- 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 a 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.
#J-18808-Ljbffr
