Director of Operations - Hotel Solea

POSITION PURPOSE :

This position is responsible for managing all Front Desk, Bell, and Housekeeping departments to ensure efficient, cost effective and quality services are provided to guests for a positive experience in the hotel.

ESSENTIAL FUNCTIONS

Supporting Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s)

• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

• Assists in performing required annual Quality audit with AGM & RD.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Westin/Solea Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Provide executive management and department heads with reports of all incidents: and takes action to avoid repetition of any incidents, accidents, thefts, or complaints.
• Complete responsibility for all Risk Management policies, procedures, goals and objectives to include guest/employee safety and health, protection of all resort and guest property, and all relevant legislated requirements.

• Perform other duties and handle projects as assigned by Manager.
• Ability to assume the responsibilities of the Resort Manager in his/her absence.
• Perform special projects and other responsibilities as assigned.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision.
• Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance.
• Must be able to negotiate, convince, sell and influence professionals and/or hotel guests.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Physical Demands

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. occasionally.
• Must be able to lift items weighing in excess of 50 lbs. occasionally.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

• High school or equivalent education required.
• Bachelor's Degree preferred.

Experience

• Two to Four years' experience in Hotel Operations, including at least two years' supervisory experience in a property of similar size and quality required.
• Brand experience strongly preferred.

Licenses or Certificates

• Valid and Active Drivers license

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Hotel Solea standards.

Attendance:

Regular attendance in conformance with the standards, which may be established by Hotel Solea Resort & Spa from time to time, is essential to the successful performance of this position. Employees with irregular attendance / tardies will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Hotel Solea Resort & Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Ownership:

This job opportunity for employment is being made available by Grand Pacific Hotel Services, L.P. , the owner and the employer of all associates working at Hotel Solea. Marriott International is not the owner or operator of Hotel Solea. Marriott International is not the direct or indirect employer or joint employer of any associates working at Hotel Solea. Marriott International does not control, govern or regulate any aspect of recruitment or employment at Hotel Solea. Marriott International is not responsible for any aspect of your application, candidacy, or employment at the resort, nor shall Marriott International be liable for the data collection, use and privacy practices of Hotel Solea's owner or operator.

** Driver Guidelines

I. In order for a driver to be approved, the following criteria must be met:

1. Maximum of 1 moving violation in the last three years in combination with one at fault
2. accident.
3. Maximum of 2 moving violations in the last 3 years with no at fault accidents.
4. Maximum of 2 at fault accidents in the last 3 years with no moving violations.
5. No speeding over 80 miles per hour.
6. All drivers must be licensed for at least 3 years.

II. Any driver with any of the following in the last 3 years is unacceptable:

1. Conviction for an alcohol and/or drug related driving offense
2. Refusal to submit to a Blood Alcohol Content (BAC) Test
3. Failure to stop/report an accident and leaving the scene of an accident as defined by State laws
4. Conviction for homicide, manslaughter, or assault arising out of the use of a vehicle
5. Suspension, revocation, or administrative restriction of driver's license within the last three years
6. Conviction for reckless or careless driving
7. Racing
8. Passing a stopped school bus
9. Possession of a controlled substance
10. Making a false accident report
11. Three or more "Company Vehicle" physical damage claims in any twelve month period
12. Speeding (10+MPH over posted speed limit)
13. Conviction for attempting to elude a police officer.

III. As respects to Drivers under 25 years old, the following guidelines apply:

1. No drivers under 21 years old
2. Drivers between the ages of 21 and 25 will be considered so long as:

• No driving of 15 passenger vans.
• Clean MVR
• Valid Driver's License in effect for at least 3 years.

IV. No more of 25% of drivers should be under the age of 25 or over the age of 74.

V. Violations include seat belt violations, but do not include such non-moving violations as weight violations or improper or inadequately maintained equipment.

1. Any unauthorized passengers, other than company employees, are not permitted
2. Seat belts must be utilized when the vehicle is in motion
3. The use of radar detectors is forbidden in all vehicles owned or used by the company
4. Cargo will be secured and all doors locked while en route and while the vehicles are parked.
5. Driving distractions must be avoided, which includes the use of cell phones, while operating a vehicle on behalf of the company.