Director of Operations

• Salary Range: $106,000-$148,000 + Bonus Eligible
• Relocation assistance available
• This position requires a driver's license; screening will be required
• This is an exempt position and will be paid on a salaried basis in accordance with state and federal law

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
• OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

Responsibilities

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer
• Analyzes service issues and identifies trends
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
• Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution

Managing Revenue Goals

• Monitors hotel operations sales performance against budget
• Reviews reports and financial statements to determine hotel operations performance against budget
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results

Leading Operations and Department Teams

• Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams
• Develops systems to enable employees to understand guest satisfaction results
• Communicates a clear and consistent message regarding departmental goals to produce desired results

Managing The Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
• Responds to and handles guest problems and complaints
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
• Ensures employees are treated fairly and equitably
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance
• Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary