Director of Hotel Operations

About the role

Assists in the management of the hotel operation to ensure efficient and profitable operations. Ensures guest satisfaction across all outlets by maintaining and managing the highest standards of products and services while maximizing profitability through cost and labor control.

The hotel operates 24 hours a day, 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with Driftwood Hospitality Management core values.
• Oversee hotel departments to ensure an optimal level of service and hospitality are provided to hotel guests.
• Assist the General Manager in preparation of forecasts and reports and assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top-quality customer service.
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring operational issues, business flow, and associate performance.
• Oversee and ensure internal audit standards are met.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Assist in recruiting, hiring, supervising, training, assessing and evaluating, coaching and counseling, and recognizing and rewarding department heads.
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance, and service and financial measurement.
• Perform other duties as requested by management.

Requirements

• Minimum of 4+ years of hotel management experience at the Department Head level or above.
• Full-service hotel experience.
• Ability to create a profitable culture of accountability and a proven track record of building a cohesive team while facilitating the accomplishment of goals.
• Proven managerial skills, including frequent decision-making, meeting deadlines, negotiating vendor contracts, analytical ability, and planning, organizing, developing, and coordinating large-scale work projects.
• Excellent verbal and written English communication and listening skills.
• Ability to read, communicate verbally and in writing, and prepare complex occupancy reports.
• Strong computer skills in MS Word, Excel, and PowerPoint; understanding of hotel systems preferred.
• Financial management skills, including the ability to understand P&L statements, manage operating budgets, forecasting, and scheduling.

Physical Demands

• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• Salary range: $79,000 to $87,000 annually.
• Bonus eligible.
• 401(k).
• Disability insurance.
• Employee assistance program.
• Health insurance.
• Life insurance.
• Paid time off.
• Room discounts.
• Employee food and beverage discounts.