Director of Hotel Operations

Functions as the strategic business leader of the Rooms Department. The position works with direct reports to develop and implement departmental strategies and ensures implementation of the Boar’s Head Resort strategy. Participate in annual budget reporting, monthly forecasting and expense management. Ensure that all team members within the rooms division are properly trained to perform their duties to Forbes Travel Guide luxury standards and that all team members are familiar with the Vision, Mission and core values of the resort. Major areas of responsibility/management include: Front Desk, PBX, Bell Services, Housekeeping and Reservations.

• Communicates a clear and consistent message regarding departmental goals to produce the desired results.
• Develop, recommend, implement and manage the Rooms Division’s annual budget, business/marketing plan and objectives to meet/exceed management expectations. Manage the division’s monthly forecast for revenues and contribution. Consistently look for ways to increase productivity and improve profit margins.
• Reviews reports and financial statements to determine Rooms operations performance against budget. Coaches and supports operations team to effectively manager occupancy and rate, wages and controllable expenses.
• Participate in the resorts Revenue Optimization team. Develop room sales and Revenue Generation strategies in coordination with the Director of Sales & Marketing, and other members of the Revenue Optimization team.
• Perform periodic studies on the competitive set for The Boars Head. Keep informed of industry trends to maximize revenue and maintain competitive position.
• Develop, implement, and monitor training programs to insure the highest level of customer service throughout the division. Maintain property service levels consistent to Forbes standards.
• Able to cover management shifts for the key department heads as needed to facilitate vacations and/or absences.
• Stays visible and promote good public relations with resort guests. Resolve customer complaints as appropriate to maintain a high level of customer satisfaction. Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans
• Develop, implement and monitor training programs to insure the highest level of cleanliness standards throughout the resort.
• Fosters employee commitment by ensuring regular, on-going communication is happening in Rooms (e.g., pre-shift briefings, team member meetings).
• Set goals and expectations for direct reports using the performance review process and holds the team accountable for successful performance.
• Ensures the Boar’s Head Resort policies are administered fairly and consistently as documented.