Director of Hotel Operations - Requisition

GENERAL SUMMARY The Director of Hotel Operations promotes and maintains the utmost integrity and the highest caliber of guest service to all guests within the Hotel operation. This position also directs, manages and coordinates the activities of the Front Desk, PBX, Guest Services, Reservation, Wardrobe, Retail and Housekeeping Departments thru the management level. FOUR DIAMOND SERVICE AGREEMENT All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC). KEY RESPONSIBILITIES Effectively deal with internal/external guests and to identify and resolve guest concerns. Ensure high guest satisfaction in the delivery of services. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members. Resolve guest concerns and complaints by conducting thorough investigations and determining the most effective solutions. Communicate effectively both verbally and in writing to provide clear direction to staff. Observe staff performance and create a work environment that fosters the professional development and growth of Team Members. Monitor workload and make staffing recommendations accordingly. Listen and respond to guest inquiries in a positive and articulate manner. Answer questions and offer assistance by providing accurate information on any services relating to front desk operations. Collaborate with other departments on service delivery issues and guest expectations recognizing the interdependencies that exist and the impact of actions and decisions on other departments. Supervise staff, including recruitment, training, counseling, performance evaluation and discipline. Develop and recommend short and long-term goals, establish and implement specific strategies to achieve the goals. Develop, recommend and implement policies and procedures and ensure all guidelines are being followed. Develop, recommend and implement department’s standards and improvements to standards that support the business plan and ensure guest satisfaction. Prepare, recommend and implement budgets, monitoring progress throughout the year and taking corrective action as necessary. Research and recommend new products, automation and services to improve operations and overall service delivery. Prepare a variety of operational reports for management review. Prepare a variety of letters, memoranda and reports. Knowledge of labor related legislation, such as the Employment Standards Act, Occupational Health and Safety Act, Human Right's and applicable collective agreements, Human Resources policies and procedures sufficiently to ensure correct application and adherence in the supervision of staff. Familiar with all safety and emergency procedures. Maintain favorable working relationships with all departments and Team Members, to foster and promote a cooperative and harmonious work environment. Ensure the workplace is maintained in a clean and safe manner. Other duties as assigned. ACCOUNTABILITY The Director of Hotel Operations has managerial responsibilities including, departmental hiring, corrective action, terminations, Team Member relation issues, forecasting and budgeting. The Team Member is responsible for protecting the assets of PRC. DEPARTMENTS Guest Services VIP Check In Front Desk Hotel Concierge Front Services Call Center Hotel Housekeeping Valet Parking Transportation VIP Transportations Property Shuttle Buses QUALIFICATIONS AND GUIDELINES EDUCATION/EXPERIENCE/TRAINING A High school diploma or general education degree (GED) and a Bachelor's degree (B.A.) preferably in Hospitality Management; at least seven years related experience in the hospitality industry; or any combination of education, training or experience that provides the required knowledge, skills and abilities is preferred to successfully perform this job. COMMUNICATION SKILLS This position requires the ability to provide clear direction, instruction and guidance. Attend a variety of meetings and conduct staff meetings to ensure timely and effective communication. MATHEMATICAL SKILLS This position requires mathematical skills necessary to complete management forecasts and payroll controls. REASONING ABILITY This position requires the ability to make decisions and take action based on previous experience and good judgment revising procedures to accommodate unusual situations when required. CERTIFICATES, LICENSES, REGISTRATIONS Must qualify to obtain and maintain a class “A” gaming license. Ability to obtain/renew all required licenses or certificates. SKILLS/ABILITIES Ability to organize and prioritize work in order to meet deadlines. Ability to learn the property’s management systems. Sufficient manual dexterity of hand in order to use computer keyboard and calculator. Ability to walk and stand 80% of shift. Ability to maintain attendance in conformance with standards. Ability to maintain a neat, clean and well-groomed appearance. Good attitude and professional demeanor. Make eye contact while speaking. Ability to work under stressful situations. Mental strong and able to cope with many challenges. DISCLAIMER The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job. #J-18808-Ljbffr