Director of Hotel Operations ("Director de Operaciones")

Azul Hospitality•Phoenix, AZ

4d•Onsite

About The Position

The Director of Operations will support multiple functional areas throughout the hotel by making independent decisions that help each team meet and/or exceed business objectives. The Director of Operations will coordinate, direct, and manage the hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial assets of the business, and maintain the building. This role works directly with the hotel's Executive Committee to manage all activities of the property including employees, maintenance, sales, and profit/loss controls, as well as working to ensure the hotel is maximizing profitability. The Director of Operations will set quarterly goals for each department and monitor progress, ensure service and product quality standards are met, and maintain standards of guest services and a consistent positive guest experience. This role also assists in overseeing the Guest Service program, responding to guest needs, and acting as a liaison between brand GSS and the property. Ensuring staff duties are completed in accordance with established policy and procedure, including proper public relations techniques, courteous and professional handling of guest requests and complaints, and timely and efficient guest assistance is crucial. The Director of Operations will also assist with up-selling techniques to maximize revenue, oversee HR matters, ensure payroll and expenses are monitored and controlled, and foster open communication between departments. Resolving guest issues, instilling a commitment to exceeding expectations, monitoring staff performance, and recommending operational improvements are key responsibilities. Additionally, this role monitors supply inventories and ensures safe work practices and facility compliance with government regulations.

Requirements

Hotel Operations experience required.
3-5 years of Management experience required.
Must be able to travel on occasion, as needed.
Must be able to speak, read, write, and understand the primary language used in the workplace.
Requires good communication skills, verbal, written and electronic.
Considerable knowledge of complex mathematical calculations and computer programs.
Must have excellent leadership capability and customer relations skills.
Must be detail oriented with outstanding organizational and communication skills.
Must possess intermediate computer skills.
Must possess basic computational ability.
Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.
Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS.
Self-driven and able to work independently
Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.
High school or equivalent education required.

Nice To Haves

Bachelors degree and/or equivalent level of education preferred.
Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

Responsibilities

Coordinate, direct, and manage the hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial assets of the business, and maintain the building.
Work directly with the hotel's Executive Committee to manage all activities of the property including employees, maintenance, sales, and profit/loss controls, as well as working to ensure the hotel is maximizing profitability.
Set quarterly goals for each department and monitor the progress towards achieving these goals.
Ensure that service and product quality standards are met in all areas of the hotel.
Maintain standards of guest services and a consistent positive guest experience.
Assist in the oversee the Guest Service program - responding to guest needs, adjusting, liaison between brand GSS and property.
Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Oversee HR matters including interviewing, hiring, training, assigning work, coaching/counseling, and performance management.
Be familiar with all company policies and benefits.
Ensure all payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly forecasts.
Assist in managing aspects of P&L by controlling costs and achieving budgeted CPOR.
Encourage and maintain open and clear communication, rapport, and cooperation with all internal departments to foster the best possible service to all guests and staff members.
Resolve difficult or unusual problems arising with guests.
Instill in staff members the commitment to exceed guest expectations.
Monitor and provide timely feedback, counseling, and performance evaluations to staff.
Attend hotel operational meetings, rooms departmental meetings, and staff member related events.
Recommend to the General Manager changes or innovations to practice, procedure, and operation with potential favorable effect on service and quality assurance.
Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests.
Practice safe work habits and ensure safe work practices to avoid injury to self and others.
Ensures facility compliance with government and other regulatory laws and guidelines such as OSHA and Cal-OSHA.
Assist with any guest inquiry.
Follow all company and safety and security policies and procedures.
Report maintenance problems, safety hazards, accidents, or injuries.
Perform other reasonable job duties as requested by the General Manager.