Job Purpose: The Director of Operations is responsible for overseeing the day to day management of all hotel operations. They will oversee all departments in rooms and food/beverage divisions, assisting department managers and staff in each of these departments, strategically planning and efficiently resolving issues.
Job Responsibilities:
1.Ensure service to all guests follows established standards, is consistent, efficient and courteous.
2.Assist in developing annual budget and preparation of departmental action plans.
3.Participate in weekly forecasting and scheduling; operations meetings and daily reviews.
4.Regularly review operating results, guest comments and to take immediate corrective action if required.
5.Maintain high visibility and positive relationships with associates and guests.
6.Write and submit objectives to be accomplished for the forthcoming quarter prior to the start of that quarter for all departments.
7.Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action.
8.Establish and maintain a pro-active human resource function to ensure employee motivation, training and development, wage/benefit administration and compliance with established labor regulations.
9.Establish and maintain applicable preventative maintenance programs to protect the physical assets of the hotel.
10.Direct the property operations in General Manager’s absence.
11.Any other duties as assigned.
Job Skills:
1.Strong organizational, written and verbal skills required. Must be able to present information in front of large groups of people.
2.Strong leadership, high customer service and relationship building skills are required.
3.Microsoft Suite experience required to include: Outlook, Word, Excel, Powerpoint, Teams, Sharepoint, etc.
4.Experience working with property management systems (PMS) required. Experience with Hilton is preferred.
Management Activities:
Interview, select and train associates
Set and adjust associates’ rates of pay and hours of work
Direct the work of associates
Appraise associates’ productivity & efficiency to recommend promotions or other changes in status
Handle associate complaints
Discipline associates
Plan the work
Determine the techniques to be used
Apportion the work among associates
Determine materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked & sold
Control the flow and distribution of materials or merchandise and supplies
Provide for the safety and security of the employees or the property
Plan and control the budget
Monitor or implement legal compliance measures
Customarily and regularly direct the work of at least 2 or more full-time associates or their equivalent (1 full-time associate at 40 and 2 half-time associates at 20 hours each, are equivalent to 2 full-time associates).
Authority to hire or fire other associates, or makes suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other associates are given particular weight.
Discretion & Independent Judgment:
Develops new programs which result in an increased level of guest satisfaction and operational excellence.
Assists with the preparation of the annual hotel budget.
May deviate from established procedures to modify strategies that will enhance revenues effectively.
Modifies strategies that will enhance revenues.
Develops short term and long term financial and operational plans for the hotel which support the overall objectives of the company.
Investigates complaints and maintains product and service quality standards by conducting ongoing evaluations and initiates corrective action.
Makes an independent choice to develop sales action plans and evaluate trends to modify strategies that will enhance revenues.
Physical Requirements:
Ability to speak and hear in English. Close and distance vision. Frequent walking and standing. Frequently lifts/carries up to 25 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Additional physical & visual requirements
Walk extended distances
Lift/carry 6-25 lbs.
Kneel and/or stoop repeatedly
Able to work overtime and/or irregular hours
Working Conditions:
Continually works in normal office conditions and in close proximity to others.
