DIRECTOR OF OPERATIONS

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 the food and beverage and rooms division, assisting department managers and staff in each of these departments, strategically planning and efficiently resolving issues.

Job Responsibilities:

• Ensure service to all guests follows established standards, is consistent, efficient and courteous.
• Assist in developing annual budget and preparation of departmental action plans.
• Participate in weekly forecasting and scheduling; operations meetings and daily reviews.
• Regularly review operating results, guest comments and to take immediate corrective action if required.
• Maintain high visibility and positive relationships with associates and guests.
• Write and submit objectives to be accomplished for the forthcoming quarter prior to the start of that quarter for all departments.
• Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action.
• 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.
• Establish and maintain applicable preventative maintenance programs to protect the physical assets of the hotel.
• Direct the property operations in General Manager’s absence.
• Any other duties as assigned.

Job Skills:

• Strong organizational, written and verbal skills required. Must be able to present information in front of large groups of people.
• Strong leadership, high customer service and relationship building skills are required.
• Microsoft Suite experience required to include: Outlook, Word, Excel, Powerpoint, Teams, Sharepoint, etc.
• Experience working with property management systems (PMS) required. Experience with multiple brands 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.

Education - Must have a bachelor’s degree. Hotel Management or Business Admin degree preferred.

Experience - A minimum of 5 years of experience in hotel management is required. A minimum of 2 years of experience as a hotel department head or Executive Committee is required.

Licenses/Certifications - Possess a valid driver’s license and be able to drive to customer appointments.