Position Summary:
The Director of Operations is responsible for the direction and oversight of key guest contact
departments, their managers and their team members.
Core Responsibilities:
- Direct the activities of key guest contact departments by giving guidance, leadership and
instruction to department heads.
- Responsible for overall budget approval authority for rooms division departments.
- Monitor all room related systems that impact the guest directly, to ensure proper
procedures are in place and followed, which allow for an outstanding guest experience.
- Communicate with guests and team members both verbally and in writing to answer
questions and resolve concerns.
- Facilitate the coordination of marketing initiatives, sales site visits and special
housekeeping requests, reservations, etc., to ensure understanding by hotel operations
of procedures that may have potential impact.
- Ensure guest reservation policies, standards and procedures are met.
- Ensure the effective resolution if any complaints, challenges occur.
- Ensure housekeeping procedures are efficiently followed and any issues are
immediately resolved.
- Ensure guest check in/checks out procedures are efficiently followed and any issues
immediately resolved.
- Manage and administer the Manager on Duty program, requiring weekend stayover and
constant monitoring throughout the hotel and troubleshooting issues.
- Participate in property MOD program, weekly staff meetings, weekly Executive
Committee meetings and safety committee meetings.
- Understand and apply the applicable Franchise and management's Standard Operating
Procedures.
- Perform other duties as assigned.
Knowledge, Skills, and Competencies:
- Experience in Front Office, Accounting Management, computer experience on a PMS
systems and working knowledge of manual front desk procedures, including leadership
experience in a Front Office role.
- High work ethic, self-initiative , independent judgment
- Proven customer service and problem solving experience
- Regular attendance
- Proven experience in a high pressure, sometimes stressful environment
- May be required to work varying schedules to reflect the business needs of the property
- Focus and maintain attention to multiple tasks, and meet deadlines despite frequent
interruptions
- Ability to maintain excellent relationships with staff and maintain staff and guest
confidentiality at all times
Requirements:
Physical Requirements:
- Stand, sit and walk for varying lengths of time, often long periods of time
- Bend, stoop, squat and stretch
- Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using
safe lifting techniques
- Push and pull carts weighing up to fifty (50) pounds
- Possess valid driver's license and safely drive guest vehicles. Have proof of safe driving
record as indicated by a copy of Motor Vehicle record.
- Good communication skills, both written and verbal, using written communication skills
to mark completed rooms on daily paperwork
- Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing,
listening and hearing ability and visual ability
- Know and be able to administer first aid
- Direct evacuations in an emergency