Director of Operations

Responsibilities

• Anticipate guest needs, respond promptly, and acknowledge all guests while maintaining positive guest relations at all times.
• Greet and communicate cordially with guests, ensuring prompt and professional check-in and check-out.
• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training, and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff, and PBX operators.
• Resolve guest complaints, ensuring guest satisfaction in each interaction.
• Manage the guest resolution process, including investigating situations and applying creative problem-solving to ensure guests are satisfied with the outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those performed infrequently.