Operations Director Jobs

About The Position

Requirements

• A two-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; OR a four-year bachelor’s degree in one of those fields, plus two years of such experience.
• A valid driver’s license may be required, with at least one year of clean driving history.

Responsibilities

• Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
• Analyze service issues and identify trends.
• Make and execute decisions that keep the property moving toward its goals.
• Work with the Rooms management team to develop and execute an operational strategy aligned with the brand’s business strategy.
• Monitor Rooms operations sales performance against budget.
• Review reports and financial statements to determine Rooms operations performance against budget.
• Coach and support the operations team in managing occupancy, rates, wages, and controllable expenses.
• Review the Wage Progress Report, compare budgeted wages to actual wages, coach direct reports on problem areas, and hold the team accountable for results.
• Champion the brand’s service vision and ensure alignment among Rooms leadership teams.
• Develop systems that enable employees to understand guest-satisfaction results.
• Communicate clear and consistent departmental goals to produce desired results.
• Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
• Respond to and handle guest problems and complaints.
• Stay visible and regularly interface with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitate creative solutions to obstacles and ensure their implementation to continually improve guest-satisfaction results.
• Ensure employees are treated fairly and equitably.
• Ensure regular, ongoing communication in Rooms, including pre-shift briefings and staff meetings.
• Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors with guests and employees.
• Include guest satisfaction in staff and operations meetings, emphasizing innovative ways to improve results.
• Set goals and expectations for direct reports through the performance review process and hold staff accountable for performance.
• Solicit employee feedback, use an open-door policy, and review employee-satisfaction results to identify and address employee concerns.
• Ensure property policies are administered fairly and consistently; ensure disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to the team.

Benefits

• Relocation assistance available