Director of Hotel Operations

Onni Group • Chicago, IL

3d • Onsite

About The Position

As the Director of Operations, you will plan and manage the food and beverage and assist operations areas of a luxury-lifestyle boutique hotel to achieve customer satisfaction and quality service while meeting/exceeding financial goals. This position is responsible for assisting with the short and long-term planning and day-to-day operations of the hotel operations. Recommends the area's budget and manages expenses within approved budget constraints. Will have responsibility as a member of the Hotel Executive Committee. Inspire, motivate and create a customer focus and sales-oriented environment within every department of the business to drive excellence in market reputation, associate engagement, overall financial excellence and owner satisfaction. You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote daily will ensure a healthy and productive culture of serving others with excellence.

Requirements

• A four-year college degree or equivalent education/experience.
• 4+ years of Food & Beverage department head experience in a full-service hotel environment.
• Union experience is required.
• Skilled in all facets of our business or specific area of specialty.
• Highly capable with current practices and processes and looks ahead at opportunities to utilize new products, consumer trends, changes in the marketplace, and technology edge.
• Has natural instincts and insight for finding the best solution to unclear situations, issues and problems.
• Can see how the details fit into the big picture.
• Is a highly capable and resourceful problem solver.
• Manages the creative process within the business or department to develop unique solutions.
• Makes great decisions.
• Effectively divides, assigns, and delegates work to meet business objectives and goals.
• Communicates direction and purpose of work resulting in associate ownership, pride, and quality outcomes.
• Can assess how associates can improve performance and guide their developmental path.
• Readily leads when challenges arise.
• Will take an unpopular stand when needed.
• Can recognize talent individuals and assembles great teams without fear of hiring strong people.
• Formulates and communicates clear work plans and gives regular feedback on progress towards goals and makes changes accordingly.
• Is a competitive person who is consistently driven to accomplish and exceed goals.
• Creates a sense of urgency in matters that will impact the success of their business objectives.
• Can motivate and develop associates to their potential and create promotable talent for the organization.
• Welcoming and warm personality.
• Demonstrates genuine care for customers and associates.
• Sets the tone for others in stressful situations by responding in a cool, calm, and collected way.
• Creates confidence and trust with others and is viewed by others as honest and direct.
• Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels.
• Can create an environment where associates thrive and actively seek approval of the manager.
• Conveys trust in associates and elevates their confidence by encouraging decision making and learning opportunities.
• Is a self-improver who develops a variety of approaches and communication techniques tailored to each situation.
• Moderate hearing is necessary for daily interaction with customers.
• Lifting, pushing, bending, kneeling, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments.
• Climbing up to approximately 40 steps 1% of 40 hour week.
• Driving required as necessary.

Nice To Haves

• Luxury-lifestyle hotel experience is preferred.

Responsibilities

• Managing associates in a lifestyle-luxury brand to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Primary focus will be Food & Beverage division that will help implement service standards, budgetary goals, cohesiveness within the department and culture, and creative solutions that will drive financial results and service scores.
• Develop, recommend, implement and manage the division's annual budget, forecasts and objectives to meet/exceed management expectations.
• Following the collective bargaining agreement and team member handbook guidelines on a daily basis.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Create a work environment that allows for personal growth and development for all associates, encourages an empowered and engaged workforce while supporting the Onni values.
• Ensure prompt and appropriate response to conflict management.
• Evaluate and support proper staffing levels and positions to ensure the success of the hotel.
• Support strategies for the property from an operation, staffing and service perspective while ensuring alignment with the business’s other disciplines and support teams.
• Support strategic planning, development, and coordination of business initiatives and strategies.
• Ensure consistent and stabilized systems and processes for the customers.
• Mentor and develop high potential talent and future high potential talent in line with the organizations talent management strategies.
• Implement succession planning within each direct report to provide new opportunities as associates develop.
• Look for more efficient and effective ways to provide services to our hotels and owners.
• Leverage technology and third parties where appropriate.
• Travel to attend corporate training, meetings and other event(s) as deemed necessary.
• This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

Benefits

• Employee Assistance Program
• Annual Education Allowance
• Generous Referral Program
• Fun and collaborative company culture with lots of team-building events
• Friends and Family rates for Level Hotels & Furnished Suites, The Opus Hotel and The Emily Hotel

What This Job Offers

• Job Type: Full-time
• Career Level: Manager