Description

Job Purpose:    The Director of Operations is responsible for overseeing the day to day management of the Front Desk, as well as assisting department managers and staff in each of the other hotel departments, strategically planning and efficiently resolving issues. 

Job Responsibilities:   

• Ensure service to all guests follows established standards, is consistent, efficient and courteous. 
• Assist in developing annual budget and preparation of departmental action plans. 
• Participate in weekly forecasting and scheduling; operations meetings and daily reviews. 
• Regularly review operating results, guest comments and to take immediate corrective action if required.  
• Maintain high visibility and positive relationships with associates and guests. 
• Write and submit objectives to be accomplished for the forthcoming quarter prior to the start of that quarter for all departments. 
• Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action. 
• Establish and maintain a pro-active human resource function to ensure employee motivation, training and development, wage/benefit administration and compliance with established labor regulations. 
• Complete daily audit packs, utilize reports to insure accounting compliance per SOP and submit twice monthly payroll.
• Direct the property operations in General Manager’s absence. 
• Any other duties as assigned.  

Job Skills:

• Strong organizational, written and verbal skills required.  Must be able to present information in front of large groups of people. 
• Strong leadership, high customer service and relationship building skills are required.  
• Microsoft Suite experience required to include:  Outlook, Word, Excel, Powerpoint, Teams, Sharepoint, etc.  
• Experience working with property management systems (PMS) required.  Experience with multiple brands is preferred.  

Physical Requirements:

• Ability to speak and hear in English.
• Close and distance vision.
• Frequent walking and standing.
• Frequently lifts/carries up to 25 lbs.
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.     

Working Conditions:

• Continually works in normal office conditions and in close proximity to others.

Qualifications

Education: Bachelor’s degree preferred.  

Experience: A minimum of 3 years of experience in hotel management is required.

Licenses/Certifications: Possess a valid driver’s license and be able to drive to customer appointments.