Director, Hotel Operations

Wake Forest University•Winston-Salem, NC

About The Position

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Guest Experience, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and to ensure the implementation of the estate service strategy and initiatives. The position ensures that hotel operations meet the estate’s standards, address customer needs, maintain employee satisfaction, drive revenue growth, maximize departmental financial performance, and build positive relationships. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the estate’s target customer and employees and provides a return on investment. This position reports to the Vice President – Hospitality and Auxiliary Services and works collaboratively with the property Director of Finance, as well as the Director of Sales and Marketing, to achieve results. This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Requirements

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years of 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 of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
More than 5 years of experience in a luxury hotel or similar enterprise.
Demonstrated experience supervising and managing employees, including recruitment, onboarding, performance management, coaching, and professional development.
Proven ability to lead teams effectively, foster a culture of accountability, and support employee engagement and retention.
Exceptional organizational and time-management skills with a documented ability to proactively plan work and consistently meet or exceed established deadlines.
Excellent communication skills, both verbal and written.
Excellent interpersonal skills, including customer service skills.
Ability to collaborate with colleagues to advance the mission of the conference center and the greater university.
Ability to communicate effectively in the English language.
Knowledge of budget preparation and fiscal management.
Ability to make independent decisions.
Ability to resolve conflicts among guests and/or employees.
Ability to interact with guests positively and tactfully.
Proficiency in MS Office, Word, Windows, Internet, and Email; knowledge of hotel and reservation Software.
Ability to troubleshoot computer errors and system problems.
Ability to multitask in a fast-paced environment.
Ability to work any schedule/shift.
Ability to drive and operate golf carts and other vehicles.
Valid driver's license with good driving record; must be insurable.