Director of Operations
Location : USA –Napa, CA
Category : Hotel / Resort, Guest Services
Reports To : General Manager
The Westin brand is built on four unique differences - tradition, distinctive hotels,
products and service. We look for 'people who make the difference', a Westin
legacy where associates deliver a consistent and memorable level of service all
the time.
Position Summary : The Director of Operations at The Westin Verasa Napa Hotel is a
strategic business leader responsible for overseeing Guest Services, Housekeeping,
Security, Engineering, and Condominium / Home Owner Relations & HOA. This
role ensures that all hotel operations meet the brand’s standards, target
customer needs, ensure employee satisfaction, increase revenues, and maximize
financial performance. The Director of Operations will report directly to the
General Manager, as a member of the hotel’s Executive Committee, and will play
a crucial role in developing and implementing property-wide strategies that
deliver exceptional products and services, meeting or exceeding the
expectations of the brand’s target customers and employees, and providing a
return on investment.
Key Responsibilities :
Leadership and Management :
- Provide strong leadership and direction to department heads in overseeing Guest Services, Housekeeping, Security, Engineering, and Condominium / Home Owner Relations & HOA.
- Foster a positive and collaborative work environment, promoting teamwork and professional development within departments and other divisions.
- Conduct regular meetings with department heads to review performance, address issues, and implement improvements.
Guest Services :
Ensure exceptional guest experiences by maintaining high standards of service and hospitality.Monitor guest feedback and implement strategies to enhance guest satisfaction.Over see the brand relationship with Marriot and Westin and service requirements.Housekeeping :
Ensure the highest standards of cleanliness and presentation throughout the hotel.Develop and implement housekeeping policies and procedures.Monitor inventory levels of cleaning supplies and equipment, ensuring timely replenishmentEngineering :
Oversee the maintenance and repair of the hotel's facilities and equipment.Ensure compliance with safety regulations and standards.Develop and implement preventive maintenance programs to minimize downtime and extend the life of equipmenHome Owner Relations :
Develop & Manage financial plans for Home Owner RelationsManage relationships with homeowners, addressing their concerns and ensuring their satisfaction.Process check approval for receivables and payables.Facilitate Home Owner communication.Develop and implement strategies to enhance homeowner engagement and satisfaction.Coordinate with other departments to ensure seamless service delivery to homeowners.Financial Management :
Assist the General Manager in developing and managing the hotel's budget.Monitor departmental expenses and implement cost-saving measures without compromising quality.Analyze financial reports and provide recommendations for improving profitabilityStrategic Planning :
Collaborate with the General Manager to develop and implement strategic plans for the hotel.Identify opportunities for operational improvements and innovation.Stay informed about industry trends and best practices to ensure the hotel remains competitive.Compliance and Safety :
Ensure all operations comply with local, state, and federal regulations.Implement and monitor health and safety protocols to ensure a safe environment for guests and staff.Conduct regular inspections and audits to maintain compliance and address any issues promptly.California-Specific Requirements :
1.Labor Laws and Regulations :
Ensure compliance with California labor laws, including wage and hour laws, meal and rest break requirements, and overtime regulations.Implement and enforce policies in accordance with the California Fair Employment and Housing Act (FEHA) to prevent discrimination and harassment in the workplace.2.Environmental Regulations :
Adhere to California's environmental regulations, including waste management, water conservation, and energy efficiency standards.Develop and implement sustainability initiatives to reduce the hotel's environmental impact.3.Health and Safety Standards :
Comply with California Occupational Safety and Health Administration (Cal / OSHA) standards to ensure a safe working environment.Conduct regular safety training and drills for staff to prepare for emergencies and ensure compliance with safety protocols.4.Accessibility Requirements :
Ensure the hotel complies with the California Building Code and the Americans with Disabilities Act (ADA) standards for accessibility.Implement policies and procedures to accommodate guests and employees with disabilities.Qualifications :
Preferred Bachelor's degree in Hospitality Management, Business Administration, or a related field.Preferred minimum of 10 years of experience in hotel operations, with at least 5 years in a leadership role.Marriott experience required.Strong understanding of hotel management principles and practices.Excellent leadership, communication, and interpersonal skills.Ability to work under pressure and handle multiple tasks simultaneously.Proficiency in hotel management software and Microsoft Office Suite.Working Conditions :
This position requires flexibility in working hours, including weekends and holidays.The Director of Operations will be required to be on-call for emergencies and may need to respond to urgent situations outside of regular working hours.Physical Requirements :
Ability to stand, walk, and move around the hotel for extended periods.Occasionally lift and carry items weighing up to 50 pounds.This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
The Westin brand is built on four unique differences - tradition, distinctive hotels, products and service. We look for 'people who make the difference', a Westin legacy where associates deliver a consistent and memorable level of service all the time.
