Director of Operations - Hotel Solea

GRAND PACIFIC HOTEL SERVICES LP•Carlsbad, CA

2d•Onsite

About The Position

This position is responsible for managing all Front Desk, Bell, and Housekeeping departments to ensure efficient, cost effective and quality services are provided to guests for a positive experience in the hotel. The Director of Operations will support the operations team by ensuring goals are translated to the team as they relate to guest tracking and productivity. They will understand employee and guest satisfaction results and communicate game plans to address need areas and expand on strengths, while also assisting in ensuring the team has the capabilities to meet expectations and leading by example. This role involves assisting employees in understanding and exceeding guests’ ever-changing needs and expectations. The Director of Operations will publish all guest satisfaction results in a timely fashion, take proactive approaches when dealing with employee concerns, and extend professionalism and courtesy to employees at all times. They will communicate and update all goals and results with employees, meet semiannually with staff on a one-to-one basis, and assist/teach the team scheduling against guest and hours/occupied room goals. Performing hourly job functions as needed is also part of the role. The Director of Operations provides excellent customer service by being readily available/approachable for all guests, taking proactive approaches when dealing with guest concerns, and extending professionalism and courtesy to guests at all times. They will respond timely to customer service department requests and ensure all team members meet or exceed all hospitality requirements. Additionally, this role assists in managing profitability by performing required annual Quality audits with AGM & RD, ensuring a viable key control program is in place, and understanding financial statements, sales and activity reports, and other performance data. The Director of Operations conducts human resources activities including interviewing and assisting in making hiring decisions, receiving hiring recommendations from team supervisors, and ensuring orientations for new team members are thorough and completed in a timely fashion. Regular attendance and compliance with hotel rules and regulations are essential. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Attendance at all scheduled training sessions and meetings is required.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Most tasks are performed in a team environment with the employee acting as a team leader.
There is minimal direct supervision.
Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees.
Must possess basic computational ability.
Must possess basic computer skills.
Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Must be able to negotiate, convince, sell and influence professionals and/or hotel guests.
Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
Must be able to sit at a desk for up to 5 hours per day.
Walking and standing are required the rest of the working day.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs. occasionally.
Must be able to lift items weighing in excess of 50 lbs. occasionally.
Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
High school or equivalent education required.
Two to Four years’ experience in Hotel Operations, including at least two years’ supervisory experience in a property of similar size and quality required.
Valid and Active Drivers license

Nice To Haves

Bachelor’s Degree preferred.
Brand experience strongly preferred.

Responsibilities

Managing all Front Desk, Bell, and Housekeeping departments to ensure efficient, cost effective and quality services are provided to guests.
Ensuring that goals are being translated to the team as they relate to guest tracking and productivity.
Understanding employee and guest satisfaction results and communicating game plans to address need areas and expand on the strengths.
Assisting in ensuring that the team has the capabilities to meet expectations.
Leading by example demonstrating self-confidence, energy and enthusiasm.
Assisting employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
Publishing all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
Taking proactive approaches when dealing with employee concerns.
Extending professionalism and courtesy to employees at all times.
Communicating/updating all goals and results with employees.
Meeting semiannually with staff on a one-to-one basis.
Assisting/teaching the team scheduling against guest and hours/occupied room goals.
Performing hourly job functions as needed.
Providing excellent customer service by being readily available/approachable for all guests.
Responding timely to customer service department request.
Ensuring all team members meet or exceed all hospitality requirements.
Assisting in performing required annual Quality audit with AGM & RD.
Ensuring a viable key control program is in place.
Understanding financial statements, sales and activity reports, and other performance data.
Interviewing and assisting in making hiring decisions.
Receiving hiring recommendations from team supervisors.
Ensuring orientations for new team members are thorough and completed in a timely fashion.
Providing executive management and department heads with reports of all incidents and taking action to avoid repetition of any incidents, accidents, thefts, or complaints.
Completing responsibility for all Risk Management policies, procedures, goals and objectives to include guest/employee safety and health, protection of all resort and guest property, and all relevant legislated requirements.
Performing other duties and handling projects as assigned by Manager.
Assuming the responsibilities of the Resort Manager in his/her absence.
Performing special projects and other responsibilities as assigned.