Director of Operations - Rooms

Concord Hospitality Enterprises•Calgary, AB

4d•Onsite

About The Position

The Director of Operations (Rooms) functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office & Housekeeping (Dual brand), Valet Parking, AYS Call Centre and Maintenance. This position works with direct reports (department heads & supervisors) to develop and implement departmental strategies, ensuring implementation of brand service strategies and initiatives, meeting all brand standards, targets both our customers’ and associate’s needs ensuring complete satisfaction, whilst focusing on growing revenues and maximizing financial performance across the entire business.

Requirements

A seasoned professional with a minimum of five years’ experience in a Director of Rooms role within the luxury hospitality industry.
A post-secondary education in a hospitality/hotel management.
Someone with an outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, with a strong commitment to Safety.
Demonstrated professionalism, sound judgment and the ability to use discretion and diplomacy while maintaining confidentiality, ethics and company standards.
Excellent organizational, follow-through and workload planning skills with the ability to juggle multiple priorities while adhering to deadlines.
An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.
Someone with a keen eye for detail.
An excellent communicator, both written and verbal, who values teamwork and collaboration.
Physically able to stand, sit, walk for extended periods of time.
Physically able to move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.

Responsibilities

Always provide the highest levels of customer service to our associates, setting an example and tone of interactions for all hotel teams.
Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
Through collaboration with department heads and supervisors, develop an operational strategy that is aligned with the brand’s business strategy and leads to its execution.
Coach and support operations team to effectively manage all areas of the department’s business as it pertains to the financial objectives of the hotel.
Champion both (dual) brand service visions for product and service delivery and ensure alignment amongst the Room’s department heads and supervisors.
Develop systems to enable associates to understand guest satisfaction results.
Review guest feedback with the department heads and supervisors and ensure appropriate corrective action is planned and taken.
Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Create an atmosphere in all areas that meets or exceeds guest expectations.
Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.