Director of Operations
: Job Details :

Education and Experience⠢ 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience 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 and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.CORE WORK ACTIVITIESManaging 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 its execution.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 and holding 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 overall satisfaction.⠢ Creates an atmosphere in all Rooms and Food and Beverage 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 guest satisfaction 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 behaviors in all interactions with guests and employees.⠢ Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.⠢ Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.⠢ Solicits employee feedback, utilizes an open door policy  and reviews employee satisfaction results to identify and address employee problems or concerns.⠢ Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard 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 as necessary.#J-18808-Ljbffr