Director of Operations

Director of Operations

Aloft South Bend - South Bend, IN 46601

Position Purpose

The Director of Operations will support multiple functional areas throughout the hotel by making independent decisions that help each team meet and/or exceed business objectives.

Essential Responsibilities

• Ensure that service and product quality standards are met in all areas of the hotel.
• Maintain standards of guest services and a consistent positive guest experience.
• Assist in the oversee the Guest Service program - responding to guest needs, adjusting, liaison between brand GSS and property.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Oversee HR matters including interviewing, hiring, training, assigning work, coaching/counseling, and performance management. Be familiar with all company policies and benefits.
• Ensure all payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly forecasts.
• Assist in managing aspects of P&L by controlling costs and achieving budgeted CPOR.
• Encourage and maintain open and clear communication, rapport, and cooperation with all internal departments to foster the best possible service to all guests and staff members.
• Resolve difficult or unusual problems arising with guests. Instill in staff members the commitment to exceed guest expectations.
• Monitor and provide timely feedback, counseling, and performance evaluations to staff.
• Attend hotel operational meetings, rooms departmental meetings, and staff member related events.
• Recommend to the General Manager changes or innovations to practice, procedure, and operation with potential favorable effect on service and quality assurance.
• Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensures facility compliance with government and other regulatory laws and guidelines such as OSHA and Cal-OSHA.
• Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Coordinate all onsite accounting functions. Acts as a liaison for all corporate accounting requests.

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:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by the General Manager.

Physical Demands

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by resort environmental systems.
• Must be able to sit at a desk for up to four (8) 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 stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 75 lbs. occasionally.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• 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 and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Requires manual dexterity to use and operate all necessary equipment.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

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:

• Must be able to travel on occasion, as needed.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Considerable knowledge of complex mathematical calculations and computer programs.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess intermediate computer skills.
• Must possess basic computational ability.
• Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
• Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS.
• Self-driven and able to work independently
• 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.

Education

High school or equivalent education required.

Bachelors degree and/or equivalent level of education preferred.

Experience

• Hotel Operations experience required.
• 3-5 years of Management experience required.
• Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

Licenses or Certifications

Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.

Exempt Position

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime pay. Exempt Staff members are paid a fixed salary that is intended to cover all the compensation to which they are entitled.

Grooming

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

Attendance

Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality