Director of Operations | Aloft Scottsdale

Crescent Careers • Scottsdale, AZ

5d

About The Position

Crescent Hotels & Resorts is hiring a Director of Operations for Aloft Scottsdale. The Director of Operations oversees the hotel’s daily quality process and Rooms Division, ensuring compliance with company standards, consistent service, guest satisfaction, and profitability. The role supervises department managers and supports staffing, budgeting, forecasting, training, cost controls, and service recovery. The Director works closely with the General Manager and other department heads on day-to-day hotel operations and policy implementation.

Requirements

• At least 3 years of rooms, front desk, and guest service experience.
• At least 2 years of rooms leadership experience.

Responsibilities

• Implement and manage the hotel’s daily quality process, including communicating goals, improving associate performance, ensuring compliance with Crescent standards, and handling service recovery and problem resolution.
• Review guest feedback and satisfaction measures, and coach associates accordingly.
• Interview, hire, train, evaluate, and support associates; resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
• Provide clear direction to staff, assign and instruct Rooms Division Department Managers, observe performance, and encourage improvement.
• Monitor hotel occupancy and adjust staffing accordingly.
• Supervise cost and inventory controls.
• Handle guest complaints, research issues, develop solutions, negotiate outcomes, and prepare written correspondence to guests.
• Assist guests with issues such as price conflicts or insufficient heating or air conditioning, remaining calm and alert during emergencies and periods of high activity.
• Plan and implement steps to resolve problems using experienced judgment and discretion.
• Supervise budgeting, forecasting, training, motivating, and staffing for the Rooms Department, including Telephone, Housekeeping Services, Front Office, Laundry, Concierge, and Guest Services.
• Prepare expense forecasts and actual results for Rooms Division revenue and expenses.
• Review security logs daily for significant incidents and coordinate with department heads on policy enforcement or service improvements.
• Work with the General Manager to establish and monitor policies and guidelines for hotel operations, profitability, and consistency.
• Resolve operational details as they arise.
• Plan, organize, chair, attend, or participate in hotel meetings, including staff, Rooms Division, Executive Committee, and Quality Teams meetings.
• Follow attendance rules and maintain regular availability for work.
• Perform other job-related duties as assigned.

Benefits

• Highly competitive annual salary of $90,000–$100,000, based on experience.
• Benefit plan for eligible associates and their family members.
• 401(k) matching program for eligible associates.
• Flexible scheduling.
• Discounts at Crescent-managed properties in North America for associates and their family members.
• Health and wellness programs.
• Learning and development opportunities.
• Travel discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed