Hotel Director of Operations

O'Reilly Hospitality Management•Aurora, CO

7d•Onsite

About The Position

The Director of Operations provides leadership, direction, and operational support to department leaders to achieve daily, weekly, monthly, and annual property goals. This role partners with the General Manager and department leadership to develop, communicate, and execute the property's strategic and operational priorities. The Director of Operations provides oversight of front desk, rooms, food & beverage, and other assigned hotel operations to ensure efficient and consistent execution. This role monitors property performance, guest satisfaction scores, operating results, and financial performance, and supports action plans to achieve established goals. The Director of Operations develops and monitors front desk, rooms, and food & beverage budgets, forecasts, and operational controls in partnership with the General Manager and appropriate leadership. This role monitors revenue and financial performance and supports the achievement of quarterly and annual property revenue and profitability goals. The Director of Operations reviews departmental performance and ensures sales, revenue, labor, and operational targets are established and achievable. This role ensures established standard operating procedures, OHM standards, and applicable brand requirements are consistently followed. The Director of Operations reviews guest satisfaction feedback, including GSS results, identifies opportunities for improvement, and works with department leaders to develop and implement appropriate action plans. This role provides leadership in maintaining high standards of guest service and works to continuously improve the overall guest experience. The Director of Operations responds to escalated guest concerns and ensures appropriate resolution and follow-up. This role supports department leaders in staffing, scheduling, labor management, and workforce planning based on business levels, occupancy, and established labor standards. The Director of Operations oversees inventory, purchasing, supplies, and cost-control practices to support operational and financial objectives. This role maintains procedures and controls related to cash handling, security of funds, guest safety, property security, and emergency preparedness. The Director of Operations supports the development and performance of department leaders through coaching, training, feedback, and accountability. This role interviews, selects, trains, develops, and evaluates team members and leaders in accordance with OHM policies and applicable employment laws. The Director of Operations addresses performance and conduct concerns in accordance with OHM's established leadership and disciplinary processes. This role provides support to hotel departments during periods of high business volume, staffing challenges, or other operational needs. The Director of Operations builds and maintains positive relationships with guests, team members, ownership representatives, local businesses, civic organizations, and community partners. This role encourages team members to use their empowerment to meet or exceed guest expectations and recognizes exceptional service. The Director of Operations ensures hotel operations comply with applicable federal, state, and local laws, regulations, OHM policies, and brand standards. This role serves as the General Manager in their absence and assumes appropriate operational leadership and decision-making responsibilities. The Director of Operations participates in and facilitates hotel, departmental, and leadership meetings as appropriate. The Director of Operations reports to work as scheduled, on time, in appropriate professional attire, and prepared to perform assigned responsibilities. The Director of Operations knows and complies with all OHM policies, procedures, standards, and requirements pertaining to the position. This role embraces O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, and Safety culture. The Director of Operations performs other related duties as assigned.

Requirements

Strong leadership, communication, organizational, and decision-making skills.
Ability to lead multiple departments and effectively support and develop department leaders.
Strong understanding of hotel operations, including Rooms, Food & Beverage, guest service, labor, revenue, and financial performance.
Ability to analyze operational and financial information, identify opportunities, and implement effective action plans.
Strong problem-solving skills with sound judgment and the ability to prioritize competing demands in a fast-paced environment.
Ability to effectively coach, develop, motivate, and hold leaders and team members accountable to established expectations.
Strong guest service skills with the ability to resolve concerns professionally and maintain positive relationships with guests, team members, ownership, and community partners.
Proficiency with Microsoft Office and applicable hotel operating systems.
Commitment to OHM's Art of Hospitality, World Class Guest Service, and Creating Exceptional Guest Experiences & Achieving Profitability.
A minimum of 5 years of progressive hotel operations experience is preferred.
Experience leading multiple hotel departments preferred.
Previous experience as an Operations Manager, Rooms Director, Assistant General Manager, or similar hotel leadership role preferred.
Bachelor's degree in hospitality, Business, or a related field preferred; equivalent combination of education and experience may be considered.
Strong knowledge of hotel operations, budgeting, forecasting, labor management, guest satisfaction, and financial performance.
A current driver’s license is required.

Responsibilities

Provides leadership, direction, and operational support to department leaders to achieve daily, weekly, monthly, and annual property goals.
Partners with the General Manager and department leadership to develop, communicate, and execute the property's strategic and operational priorities.
Provides oversight of front desk, rooms, food & beverage, and other assigned hotel operations to ensure efficient and consistent execution.
Monitors property performance, guest satisfaction scores, operating results, and financial performance, and supports action plans to achieve established goals.
Develops and monitors front desk, rooms, and food & beverage budgets, forecasts, and operational controls in partnership with the General Manager and appropriate leadership.
Monitors revenue and financial performance and supports the achievement of quarterly and annual property revenue and profitability goals.
Reviews departmental performance and ensures sales, revenue, labor, and operational targets are established and achievable.
Ensures established standard operating procedures, OHM standards, and applicable brand requirements are consistently followed.
Reviews guest satisfaction feedback, including GSS results, identifies opportunities for improvement, and works with department leaders to develop and implement appropriate action plans.
Provides leadership in maintaining high standards of guest service and works to continuously improve the overall guest experience.
Responds to escalated guest concerns and ensures appropriate resolution and follow-up.
Supports department leaders in staffing, scheduling, labor management, and workforce planning based on business levels, occupancy, and established labor standards.
Oversees inventory, purchasing, supplies, and cost-control practices to support operational and financial objectives.
Maintains procedures and controls related to cash handling, security of funds, guest safety, property security, and emergency preparedness.
Supports the development and performance of department leaders through coaching, training, feedback, and accountability.
Interviews, selects, trains, develops, and evaluates team members and leaders in accordance with OHM policies and applicable employment laws.
Addresses performance and conduct concerns in accordance with OHM's established leadership and disciplinary processes.
Provides support to hotel departments during periods of high business volume, staffing challenges, or other operational needs.
Builds and maintains positive relationships with guests, team members, ownership representatives, local businesses, civic organizations, and community partners.
Encourages team members to use their empowerment to meet or exceed guest expectations and recognizes exceptional service.
Ensures hotel operations comply with applicable federal, state, and local laws, regulations, OHM policies, and brand standards.
Serves as the General Manager in their absence and assumes appropriate operational leadership and decision-making responsibilities.
Participates in and facilitates hotel, departmental, and leadership meetings as appropriate.
Reports to work as scheduled, on time, in appropriate professional attire, and prepared to perform assigned responsibilities.
Knows and complies with all OHM policies, procedures, standards, and requirements pertaining to the position.
Embraces O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, and Safety culture.
Performs other related duties as assigned.