Director of Operations

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Summary

Manages the functional areas of guest registration, night audit, guest reservations, housekeeping / laundry, and food and beverages areas to ascertain guest satisfaction and associate satisfaction and maximize hotel profitability.

Assist General Manager in day-to-day operations of the hotel and is acting manager in the General Manager’s absence.

Responsibilities

• Assist with selection, training, counseling, and motivating hourly associates.
• Assist the Front Office Manager and Housekeeping Manager in the supervision of the Housekeeping Department and Front Office Department.
• Participate in the development of the hotel expense budget.
• Assist hotel management and sales teams with the implementation and execution of revenue programs to ensure that the hotel’s room occupancy, average daily rate, and RevPar objectives are met.
• Work with individual vendors - making sure services and invoices match; getting the best price for supplies.
• Ensure an associate attitude of attentiveness and anticipation of guest needs.
• Ensure proper delivery of guest special requests.
• Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities.
• Responsible for knowing hotel emergency procedures. Train associates to act accordingly in the event of an emergency or accident at the hotel.
• Assist in the maintenance of the key control program that is already in place. Ensure the security needs of the property and guests are met.
• Ensure effective departmental communication and information systems through logs, department meetings and hotel meetings.
• Communicate with the General Manager on a daily basis.
• Inform General Manager of potential problems with guests and progress of special projects.
• Perform Manager on Duty responsibilities as required.
• Ensure proper communication and teamwork are continuous with sister properties and carry out any reasonable request by Management that you are capable of performing.
• Supervise, guide, and train all management level associates in the food and beverage discipline.
• Ensure that management in the food and beverage discipline is covering all hours of every shift to ensure constant supervision of each department.
• Schedule, evaluate and direct all food and beverage personnel.
• Provide disciplinary action when, and if, necessary.
• Provide associates with the necessary tools or equipment they need to perform their job. Take immediate action on problems that are encountered.
• Participate in monthly department meeting, property MOD program, weekly staff meeting, weekly sales meeting, weekly Leadership Team meeting.
• Monitor, direct, and coordinate effective sanitation, cleanliness, and organization effort in food and beverage operating areas;

to include maintenance and control of glassware, china, silver, and linen use and supplies.

• Handle or assist with any guest related complaints, as well as coordinate the follow up on those complaints.
• Knowledgeable and practice food and liquor federal, state, and local laws and regulations.
• Produce approved budget and operate both established guidelines in regard to costs, expenses, sales, and profit for food and beverage departments.

Develop, institute, and maintain control and procedure to ensure sameness.

• Prepare a weekly sales and payroll forecast for food and beverage departments.
• Ensure proper staffing procedures to ensure the highest possible payroll productivity at the lowest possible costs in keeping with the standards of M&R Hotel Management.
• Work in close cooperation promotional and operational efforts to maximize achievement of sales. For example, advertising, posters, mailers, etc.
• Analyze and monitor profit and loss statements.
• Interview and hire new personnel if immediate manager for certain department is not available, when needed.
• Review and approve all food and beverage department reviews, hires, job transfers, warning notices, counseling sessions and terminations.
• Evaluate staff performance and refer to the Standard Operating Procedures. Read, learn, understand, and refer to the Standard Operating Procedures.
• Conduct performance evaluations and training sessions with each employee within the food and beverage department.
• Promote and ensure the upkeep of each department’s training procedures and personnel development within the food and beverage discipline.
• Be an active member of the property’s Leadership Team.
• Provide for a safe work environment by following all safety and security procedures and rules.
• Assist other Leadership Team members and / or managers when needed.
• Evaluate staff performance on a 90 day, and annual basis.
• Each associate will be required to follow the rules as found in the M&R Employee Handbook.

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Last updated : 2024-09-01