What are the responsibilities and job description for the Director of Operations, Homewood Suites Convention Center DC position at PM Hotel Group?
Summary of Essential Job Functions
- Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with PM Hotel Group standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. Use the PM Hotel Group efforts for all recruiting and on-boarding activities.
- Communicate both verbally and in writing to provide clear direction to staff.
- Assign and instruct rooms division department managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
- Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including: telephone, front office, concierge and guest services.
- Prepare forecast expenses and actual results for the rooms division revenue and expenses. Review security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
- Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
- Plan, organize, chair, attend and/or participate in various hotel meetings such as: staff meetings, rooms division meetings, executive committee meetings, quality team meetings, etc.
- Comply with attendance rules and be available to work on a regular basis.
Qualifications
Skills
Behaviors
Required
Motivations
Required
Education
Required
Experience
Required
Licenses & Certifications
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)