Director of Operations

Salary Range $92,000-$125,000 plus bonus eligible

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 yearsexperience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.OR
• 4-year bachelor's degree in Business Administration, Hotel , or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.Core Work Activities Managing Profitability
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads itsexecution. Managing Revenue Goals
• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas andholding team accountable for results. Leading Operations and Department Teams
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results. Managing the Guest Experience
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overallsatisfaction.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations. Managing and Conducting Human Resources Activities
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guestsatisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviorsin all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continuallyimprove results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successfulperformance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employeeproblems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according toStandard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team asnecessary. Mm1 #ihvoro
  
  
  

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.