Director of Operations- Hyatt Regency Phoenix

Hyatt•Phoenix, AZ

3d•Onsite

About The Position

Role & Responsibilities include but are not limited to: The Director of Operations reports directly to the General Manager and is responsible for oversight of all operational aspects of the hotel. In the absence of the General Manager, the Director of Operations shall oversee all aspects of the hotel's operation. Located across the street from the Phoenix Convention Center, Hyatt Regency Phoenix places downtown Phoenix at your feet. We offer 693 reimagined rooms or suites, offering a new modern residential design and oversized windows viewing the surrounding mountains and cityscape. At Hyatt, we believe in the power of belonging and creating a culture of care, w our colleague's be family. Since 1957, our colleagues have been at the heart of our business and helped Hyatt be one of the world's best and fastest-growing hospitality brands. As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Requirements

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
4 years' experience in the guest services, front desk, housekeeping, management operations, or related professional area
2 years' experience as Department Head in full-service hotel
Proven ability to lead and motivate large teams

Responsibilities

Functions as the strategic business leader of the property's Hotel Operations
Areas of responsibility may include Front Office, Security, Housekeeping, Laundry, Food and Beverage, Stewarding, Banquets and Event Set Up.
Position works with direct reports (Assistant Directors and Department Heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives
The position ensures Hotel Operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance.
Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment
Demonstrates andmunicates key drivers of guest satisfaction for the brand's target customer
Analyzes service issues and identifies trends
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution
Monitors hotel operations sales performance against budget
Reviews reports and financial statements to determine hotel operations performance against budget
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
Reviews the Wage Progress andpares budgeted wages to actual wages
Coaching direct reports to address problem areas and holding team accountable for results
Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams
Develops systems to enable employees to understand guest satisfaction results
Communicates a clear and consistent message regarding departmental goals to produce desired results
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
Responds to and handles guest problems andplaints
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Creates an atmosp in all Rooms and Food and Beverage areas that meets or exceeds guest expectations
Facilitates the development of creative solutions to ovee obstacles and ensures implementation to continually improve guest satisfaction results
Ensures employees are treated fairly and equitably
Ensures that regular, ongoingmunication is happening in Operations (e.g., pre-shift briefings, staff meetings)
Fosters employeemitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
Incorporates guest satisfaction as aponent of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance
Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation arepleted according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures
Champions change, ensures brand and regional business initiatives are implemented andmunicates follow-up actions to team as necessary