Director of Operations

Royal Sonesta Cambridge, MA•Cambridge, MA

1d•$135,000 - $140,000•Onsite

About The Position

This is a Director of Operations job in a large full-service hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. The role directs the activities of the front office, housekeeping, fitness center, parking, and food and beverage departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. The position adheres to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. The Director of Operations directly and indirectly supervises a large number of employees.

Requirements

Direct the activities of the front office, housekeeping, fitness center, parking, and food and beverage departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals.
Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
Directly and indirectly supervises a large number of employees.
Oversee Front Office, Housekeeping, and Security.
Develop and communicate departmental strategies and goals.
Communicate and enforce policies and procedures.
Ensure all staff has the tools and equipment needed to effectively carry out their job functions.
Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition.
Ensure guests are greeted upon arrival.
Respond appropriately to guest complaints.
Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
Schedule and regularly conduct routine inspections of the Front Office, public areas, guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company.
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
Ensure training and procedures are in place to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
Promote teamwork and quality service through daily communication and coordination with all departments.
Interact with outside contacts: Guests – to ensure their total satisfaction; Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.; Regulatory agencies – regarding safety and compliance matters; Other contacts as needed (Professional organizations, community groups).
Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
Review and approve/deny all discount and rebate requests.
Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility.
Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
Prepare and submit statistical, performance, and forecast analyses and reports as required.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
Check billing instructions and guest credit for compliance with hotel credit policy.
Establish par levels for supplies and equipment.
Authorize requisitions to replenish shortages and other business supplies for daily business.
Directly and indirectly supervises a large number of employees including but not limited to managers, supervisors, room attendants, laundry attendants, front desk agents, reservationists, concierge representatives.
Responsible for ensuring success through the eyes of employees, guests, and owners.
Utilize and collaborate with resources across different departments and corporate office.
Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
Focus on the mission and well-being of the department, hotel, and company as a whole.
Lead by example and operate with integrity and respect.
Inspire your team to embrace and demonstrate our values and GUEST People Standards.
May serve as “manager on duty” as required.
Perform other duties as assigned.

Responsibilities

Oversee Front Office, Housekeeping, and Security.
Develop and communicate departmental strategies and goals.
Communicate and enforce policies and procedures.
Ensure all staff has the tools and equipment needed to effectively carry out their job functions.
Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
Schedule and regularly conduct routine inspections of the Front Office, public areas, guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company.
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
Ensure training and procedures are in place to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
Promote teamwork and quality service through daily communication and coordination with all departments.
Interact with outside contacts: Guests – to ensure their total satisfaction; Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.; Regulatory agencies – regarding safety and compliance matters; Other contacts as needed (Professional organizations, community groups).
Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility.
Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
Prepare and submit statistical, performance, and forecast analyses and reports as required.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.
Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
Directly and indirectly supervises a large number of employees including but not limited to managers, supervisors, room attendants, laundry attendants, front desk agents, reservationists, concierge representatives.
Responsible for ensuring success through the eyes of employees, guests, and owners.
Utilize and collaborate with resources across different departments and corporate office.
Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
Focus on the mission and well-being of the department, hotel, and company as a whole.
Lead by example and operate with integrity and respect.
Inspire your team to embrace and demonstrate our values and GUEST People Standards.
May serve as “manager on duty” as required.
Perform other duties as assigned.