Location: Virginia Beach,VA, USA
Overview:
The Director of Hospitality delivers personalized, anticipatory guest experience for the property inclusive of reservation, pre-arrivals, arrival, check in and departure. The position is responsible for the direct supervision of: Front Office, Bell, Door, Valet and the Raleigh Room. The Director of Hospitality assumes the role of the Night Manager in addition to the responsibilities below. The Director of Hospitality participates in total hotel management as a member of the Hotel Executive Committee
Responsibilities:1. Develop a culture that promotes accountability, effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction.
2. Hire, train and certify all direct reports using approved job descriptions and training materials per defined training schedules. Training includes personal grooming standards, product knowledge, luxury service, scripts, standards, organization and cleanliness, service and safety standards, scheduling expectations, code of conduct, and proper use of tools. Collaborate with the Director of Quality and Training for training resources and luxury standards.
3. Execute the Operating Plans for the Front Office, Valet as the playbook for accountability and operational excellence and consistency in the arrival experience. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis of evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans. Any requested changes to Operating Plans, policies or tools must be approved through the companys process review committee prior to implementation.
4. Ensures consistent guest service of property level amenity programs and services including as applicable Resort Fee services and 3rd party vendors.
5. Drive Customer Satisfaction Index (Marriott GSS, Revinate) to meet or the propertys guest satisfaction benchmarks through the implementation of Associate training and coaching sessions based on observation of work performance and complaint handling.
6. Work collaboratively with Director of Food & Beverage to ensure that the Raleigh Room experience meets the vision of the property.
7. Serve as the subject matter expert (certified in brand tools) on the Property management system including reservations, brand loyalty programs, and guest experience platform.
8. Ensure responsible financial management of the companys assets at all times including timeliness and accuracy of the Income Journal, guest ledger, group master accounts, labor scheduling, cash controls, timely deposits.
9. Create a culture within your department that maximizes performance through effective communication including issuing daily property newsletter, lead meaningful pre-shifts, hold structured weekly one-on-ones, and conduct regular performance feedback and recognition. (PAFS, RODS, EVALS).
10. Know all current marketing initiatives and train sta? to handle inquires and fulfillment.
11. Ensure that all guest requests are recorded and satisfied in a timely and efficient manner
12. Conduct daily visual inspection of your assigned areas of responsibility, assessing compliance to life safety for Associates and guests, owner expectations, PHR standards/SSI, specifications and inventories and brand standards. Document findings from inspections and follow up to ensure that action items are promptly and effectively addressed.
13. Provide line-item information on the department to the General Manager for the monthly financial meetings to speak to explain any variances for your department.
14. Produce required internal management reports timely as per the relevant Operating Plans.
15. Lead special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
16. Ensure all Human Resource practices and policies are adhered to at properties with the Director of Human Resources to include recruitment, employment matters, training, etc.
17. Critically analyze all metrics (including but not limited to financial reports, Quality Assurance Inspections, Guest Feedback, Guest Service Logs, and Associate Turnover), assess actual performance to defined benchmarks, identify variances, and initiate corrective action.
18. Participates in the Safety Committee as an active member.
19. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.
Qualifications: Type Qualification Experience Extensive hotel operations background/experience. Experience Four years experience as a manager in 4 and or 5 star with resorts / Hotels Skill Ability to communicate goals and/or objectives and inspire associates to achieve desired results. Skill Background demonstrating proven leadership ability. Skill Advanced knowledge of the hospitality and business management fields. Skill Demonstrated analytical thinking aptitude. Skill Professional verbal and written communication. Skill Computer proficiency including - Word, Excel, Outlook, Project & Power Point. Skill Human Resources competency in the areas of recruitment, training, Associate motivation, and team building.