Director of Resort Operations

Balboa Bay Resort & Club•Newport Beach, CA

2d•$175,000 - $195,000

About The Position

Responsible for managing all operational departments including Rooms Division, Food & Beverage, Engineering, Security, and other assigned areas to ensure smooth operation of all systems and services required to meet company standards to provide outstanding guest service and financial profitability and team member engagement.

Requirements

High school diploma or general education degree (GED), or equivalent combination of education and experience.
Five or more years of related and progressive Food & Beverage experience with two years as a Manager in similar setting.
Strong knowledge of front office operations desired.
Possess solid knowledge of restaurant and banquet management, hotel service standards, guest relations and etiquette.
Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment.
Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.
Completes required training as scheduled.
Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met.
Requires ability to serve needs of guests through verbal face-to-face interactions.
Contacts sometimes contain confidential/sensitive information so requires ability to use discretion.
Must demonstrate positive attitude and professional demeanor.
Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Requires attention to detail.
Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel.
Strong attention to detail and the ability to handle multiple tasks.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, team members, guests and the public.
Must be able to speak, read, write and understand English to communicate with management, team members and guests.
Must complete TIPS® (Training for Intervention Procedures) alcohol awareness certification as scheduled upon employment.
Must have a valid current Food Handlers Card or willingness and ability to obtain one within 30 days of employment.
Must obtain Serve Safe Certificate within 90 days of employment.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
Must maintain a clean appearance and professional demeanor.

Nice To Haves

Bachelor’s degree in Hospitality Management desired.
Bilingual Spanish a plus.

Responsibilities

Provides guidance and direction to ensure overall departmental success.
Manages subordinate managers/supervisors in all food and beverage and rooms, engineering and security areas.
Responsible for the overall direction, coordination, and evaluation of these units.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
Responsible for planning department goals and directing team members to achieve results.
Directs resort actions to maximize revenues, profitability, increase service levels and improve team member satisfaction.
Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs.
Participates in management training.
Follows all Human Resources policies.
Ensures team members receive any required training or attend mandatory meetings.
Direct relationship with the training manager.
Prepares annual budget.
Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas.
Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports.
Makes decisions and acts based on that information to maximize profitability.
Ensures quality and portion control while minimizing waste or loss of supplies to maintain profitability.
Maximizes profitability by optimizing menu prices and selection.
Assists in developing and implementing new menu ideas, wine list, pricing, and marketing programs.
Provides guidance and collaborate processes throughout all departments within the resort.
Ensure execution of our plans/goals are seamless from department to department.
Work alongside all department leaders to ensure the smooth running of the day-to-day operations. This includes and not limited to the following, Food & Beverage, Security, Housekeeping, Front Office, Valet, and Engineering.
Works closely with the F&B team to ensure the F&B outlets, banquets, and catering departments, offer high quality products and service levels at the Resort & Club.
Ensures guests receive outstanding, consistent, exceptional service by circulating through each dining area.
Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
Ensures department follows all standard food handling, TIPS, sanitation and health department guidelines.
Follows all safety policies and procedures.
Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations.
OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager.
Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Able to present P&L, Budgets to ownership group.
Support direction of the Executive Committee in a positive way.
Makes merit decisions within budget or established guidelines.
Determines promotions or reclassifications within company policy.
Approves leave and time away from work within company policy.
Responds to guest inquiries and coordinates special arrangements and requests.
Resolves guest complaints within scope of authority, otherwise refers the matter to upper management.
Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
Ensures that minors and intoxicated persons are not served alcoholic beverages.
Notifies management of any problems resulting from guest complaints, intoxication, or disruptive behavior.