Head of Operations & Business Management

Job Description Description: TITLE: Director of Operations
Executive Office
Provide guidance and leadership to the Rooms Division, Food and Beverage and Housekeeping department, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Directly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with Brand’s standards of product and performance, service recovery and problem resolution. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Communicate both verbally and in writing to provide clear direction to staff.
Assign and instruct Hotel Operations in details of work. Observe performance and encourage improvement. Supervise and review cost and inventory controls.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms, Food and Beverage and Housekeeping Departments including: Housekeeping Services, Front Office, Laundry, Kitchen, Banquets and Hotel Outlets.
Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Must have the ability to communicate in English.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to observe performance and detect signs of emergency situations and respond with proper action.

PERFORMANCE STANDARDS

~ Customer Satisfaction:

Our customers are what we are about. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
~ Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Temperature is moderate and controlled by hotel environmental systems.
Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
Must be able to push and pull carts and equipment weighing up to 250 lbs.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
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.

The final offer will be based on factors including, but not limited to, relevant experience, skills, education, internal equity, and market conditions.
Medical, dental, and vision insurance

• Paid time off (vacation, sick time, holidays)
• Six paid company holidays and one floating holiday
• Life and disability insurance
• Employee assistance programs
• Employee discounts (hotel and travel discounts)

Bonus or incentive programs
· All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws

At times it may be necessary to move you from your accustomed work day, to include Saturdays and Sundays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.