Director of Operations

DIRECTOR OF OPERATIONS

Summary:

The Director of Operations will be responsible for all aspects of operations at the hotel and report to the General Manager. Therefore, the Director of Operations will support General Manager in overseeing the following and not just exclusively to ensure the hotel runs smoothly, equitably, and profitability, but also in quality and maintenance of the property, sales and revenue generation, cost control, guest satisfaction and employee satisfaction, development and retention. The Director of Operations is expected to meet and exceed all departmental financial responsibilities. 

The ideal candidate is a person who has “Boots on the Ground” and helps the General Manager in the day-to-day operations while acting as an Ambassador to the Hotel.

Duties/Responsibilities:

• Maintains and manages the proper practice of standard operating procedures.
• Tactically works with Sales, Engineering, Housekeeping, Accounting, and Reservations to maximize guest satisfaction.
• Develop and implement controls for expense management.
• Ensure staff is utilizing labor management tools to schedule and control labor costs.
• Tour the operational departments daily making adjustments as needed with each department head
• Provide assistance to GM in meeting all financial review dates and corporate-directed programs in a timely fashion.
• Hold a monthly financial review with all department managers, and available supervisors.
• Ensure that all department heads maintain budgeted productivity levels established by HRIL as well as maintaining standard checkbook accounting procedures.
• Ensure that training in service standards is taking place in each department on a regular basis.
• Assist in creating a positive team-oriented environment, which focuses on the guest through employee development and motivation.
• Inspect rooms regularly (weekly at a minimum) with both the Director of Housekeeping and the Director of Engineering.
• Assist the GM with forecasting monthly the hotel’s financial position by estimating revenues and line-by-line expenses. Analyze previous projected data to generate an accurate re-forecast.
• Prepare and conduct all management interviews and follow hiring procedures according to hotel standards.
• Ensure that all managers are in compliance with the standards of their interviewing and hiring procedures for departmental staff.
• Ensure that all employees receive fair and equitable treatment according to hotel standards.
• Meet all clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort. 
• Maintain procedures for handling of the hotel safe specifically with regard to security and initiate a monthly safe audit.
• Stay visible in the public areas during peak times, greeting guests and offering assistance as needed.
• Plan alongside and assist the GM with conducting monthly credit meetings and take an active role in the hotel credit and collection policies.
• Complete required corporate training modules and become certified to train those as required.
• Ensure that all scheduled meetings take place on the property.
• Ensure that all operational SOPs are being followed and executed properly.
• Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.
• Plan, organize, facilitate, attend, and/or participate in various hotel and departmental meetings. Ensure compliance of brand standard operating procedures and policies.
• Interview, hire, train, develop, recommend performance evaluations, resolve problems, and recommend discipline and/or termination when appropriate of staff members.
• Comply with attendance rules and be available to work on a regular basis.
• Responsible for the hotel operation in the absence of the General Manager. 

Note: Other duties as assigned by General Manager

Experience, Skills, and Knowledge:

• Minimum 5 years of management experience.
• Bachelor's degree or equivalent work experience, or a combination of education and experience.
• Computer literacy and financial management are required.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Able to resolve guest, supervisor, and associate conflicts.
• Demonstrated leadership skills to hold direct reports accountable for results in sales, marketing, financial results, and operational effectiveness.
• Excellent communication skills with owners, associates, and guests.  
• Demonstrated skill to multi-task, follow through, and re-prioritize as necessary to ensure deadlines are met.
• Strong attention to detail, proven ability to meet deadlines, and exceptional follow-up ability.
• Willingness to travel on a limited basis.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, articles and business correspondence.  Ability to effectively present information and respond to questions from groups of managers, staff, and the general public.
• Ability to calculate figures and amounts such as discounts and additions on invoices, expense reports, etc.
• Ability to reconcile differences in data.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exists.
• Ability to interpret a variety on instructions furnished in written, oral, diagram, or schedule form.
• Write routine reports, correspondence, business letters, summaries, and reports in English using a prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Fax machine, copier, personal computer, telephone, calculator, Microsoft Word/Excel/PowerPoint.
• Familiarity with Marriott systems and ecosystem is a plus.
• HRIS systems and other software as required. 
• This position will require extended periods of standing and sometimes extended periods of sitting.
• The ability to inspire others to get a little better each day no matter what.
• A strong motivator with a positive, approachable personality.