Director of Hotel Operations

The Director of Hotel Operations is responsible for providing and coordinating above property support and direction for the hotel. This position is responsible for hands-on modeling, guidance and oversight to the hotel with the goal of improving service standards, increasing profits, reducing costs and maintaining brand and hotel standards. 

• Responsible for the P&L performance, cost controls, associate engagement and guest satisfaction at the properties.
• Ensure the acquisition and maintenance of talent through interviewing, hiring, promotion, training and development of staff.
• Carry out and oversee management responsibilities in accordance with the organization's policies and applicable laws.
• Oversee the planning, assigning, and directing work; appraising performance; rewarding and disciplining; addressing complaints and resolving problems.
• In partnership with the General Manager and Director of Finance, develop the annual budget to accurately forecast financial performance.
• Oversee coordination and implementation of sales, revenue management and marketing programs in order to achieve and exceed established goals.
• Drive positive financial performance by ensuring responsible financial management at all levels of the hotel.
• Set goals using defined property and individual performance metrics and monitors accordingly
• Conduct and provide on-going training and support to the hotel GM and leadership team

RESPONSIBILITIES AND AUTHORITIES

·       Drive guest satisfaction by maintaining product and service quality standards;

·       Drive associate engagement by ensuring there is fair and consistent application of supervision, policies and practices in the workplace

·       Conduct property inspections

·       Answer/investigate/address complex escalated complaints (guest and associate) and resolve problems

·       Work with integrity and ethics. Support organization's goals and values.

·       Develop strategic project/implementation plans; Communicate changes and progress; Complete projects on time and budget; Manage project team activities.

·       Delegate work assignments; Match the responsibility to the person; Give authority to work independently; Set expectations and monitor delegated activities. Provide vision and inspiration to peers and subordinates.

·       Identify and resolve problems in a timely manner; Develop alternative/creative solutions; Work well in group problem solving situations.

Education:    Bachelor’s degree in a related field from an accredited university/college plus at least ten (10) years of related experience or an equivalent combination thereof. Proven track record of managing lifestyle and full-service hotels as well as a strong food and beverage/outlet knowledge

Knowledge:    Knowledge of general hotel operations, facilities and services

                       Working knowledge of Microsoft Office produce including Word, Excel, PowerPoint and Publisher

Understanding of business systems and workflow integration including financial tools, timekeeping, and labor scheduling.

Fluent in English, a second language a plus

Skills:             

·       

• Excellent Leadership Skills
• Strong P&L experience
• Excellent verbal and written communication and organizational skills. Ability to handle multiple priorities.
• Highly analytical, creative problem solver and a strong leader with ability to make sound decisions.
• Ability to travel
• Accept and apply feedback to improve performance; including customer feedback (internal and external). Maintain confidentiality.
• Prioritize and plan work activities; Manage competing demands.
• Organize or schedule other people and their tasks; Determine work flow and procedures.
• Contribute to building a positive team spirit; Build morale and group commitments to goals and objectives.