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Director of Operations

2 months ago

Pasadena, United States AC Hotel by Marriott Pasadena Full time

About the Job:


The Brand-New Lifestyle AC Hotel by Marriott Pasadena is looking for a Director of Operations to open and operate this hotel The Director of Operations will assist the General Manager and Division Heads to hire, lead, direct and guide the organization to an award-winning status from its inception. The AC Hotel Pasadena is scheduled to open in December 2024 with 194 rooms complete with roof top bar and spectacular views. As a highly visible member of the property’s Leadership Team, the Director of Operations serves as a key liaison for hotel guests and functions as a right hand to the General Manager, while concurrently supporting Front Office operations and other key departments such as Housekeeping/Laundry, Food & Beverage, and Human Resources. They will serve as a role model for Welcome Group’s mission, vision and values, and will work in a hands-on capacity to maximize the overall efficiency and profitability of the hotel.


Working in close partnership with other department heads, the Director of Operations is accountable for directing and coordinating the resources, tasks, requirements, systems and processes related to the hotel’s day-to-day operations, and for creating an energized and positive work environment that results in the delivery of exceptional guest service. This position is eligible for a monthly performance bonus


If you are up for the challenge, then read on.


ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Monitor and evaluate all department daily activities to ensure the successful operation of hotel facilities, services and amenities.
  • Establish and review departmental standards, guidelines and objectives.
  • Oversee hotel administrative processes such as staffing, training and budgeting/finance to ensure proper planning and organization.
  • Support the hotel’s sales and business strategies to maximize revenues and profitability.
  • Partner with GM to create a positive work environment; Serve as a support resource for front line staff in all departments.
  • Conduct daily walk-throughs and quality checks to drive exceptional service and guest satisfaction at all points of contact, to include pre-arrival, check-in/check-out, food & beverage, transportation, housekeeping, laundry, banquets, conference services and maintenance.
  • Plan, organize and delegate daily operational activities against forecasted business volume.
  • Drive effective communication across all departments to ensure consistency, cohesiveness and understanding of objectives and priorities.
  • Address and respond to guest comments on travel review sites, comment cards or other mediums.
  • Oversee Human Resources for all departments, including onboarding, mandatory training, and coaching and counseling.
  • Issue supplies and equipment as needed and participate in regular inventories to ensure proper supply levels.
  • Intervene, assist and document instances of guest or employee incidents.
  • Approve and process vendor invoices, complete bank deposits, audit cash banks and perform other accounting-related functions as necessary.
  • Maintain the integrity of the hotel’s compliance with the company’s safety and security program and ensure adherence to all company and brand policies, practices, procedures and guidelines.
  • Analyze and evaluate hotel performance by compiling statistics such as occupancy and labor reports and guest satisfaction index.
  • Make recommendations and implement necessary changes to meet and exceed company objectives and to enhance service and operational efficiency.
  • Other tasks, projects and duties when needed, as assigned by the General Manager.
  • Must assist with labor control in all departments to maintain labor budget standard


QUALIFICATIONS: The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience:

  • A minimum of 2 years’ previous hotel operations and leadership experience, to include successful management of a large staff and focus on exceptional guest service.
  • Up-to-date certifications for safe food handling.
  • Previous experience in executing against operating budgets, with an established history of meeting or exceeding established financial objectives.
  • Tech savvy, with high proficiency in all Microsoft Office programs.
  • Demonstrated success in collaborating with diverse organizational functions to accomplish common goals.
  • Exceptional service orientation, with keen ability to focus and deliver on guest needs.
  • Reliable and responsible character, with exceptional follow up and attention to detail.
  • Proactive approach, with exceptional initiative and problem solving abilities to ensure the highest levels of productivity and guest satisfaction.
  • Ability to multi-task and effectively manage numerous priorities within a fast-paced environment.
  • Previous experience with a major hotel brand is a plus (ie: Hilton, Marriott, Starwood, etc.).
  • Schedule flexibility and ability to work extended and/or irregular hours to include nights, weekends and holidays.
  • Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
  • Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
  • Must be able to stand, sit, or walk for an extended period of time.
  • Must be “Tips” certified as a trainer


Skills and Abilities:

This position requires a substantial and successful track record in profitable hotel management while maintaining integrity and professional bearing. Possess knowledge of accounting and budgeting along with the ability to compile facts/figures and analyze information that involves data manipulation or interpretation to arrive at logical conclusions. Ability to anticipate and identify issues and exercise initiative to investigate, interpret and weigh alternatives to reach logical conclusions and make sound business decisions.


Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Remain positive, resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure.


The ability to effectively and efficiently schedule, manage and delegate work. Appropriately and effectively interview, hire, motivate, develop, monitor and address staff performance matters. Possess excellent listening, verbal and written communication skills with professionalism, diplomacy and confidentiality. Computer proficiency in Microsoft office along with the ability to travel when needed. Must satisfy and comply with the legal requirements for employment within the jurisdiction.


Working Conditions & Physical Effort:

Work is performed inside and outside the hotel. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 40 pounds. The job requires close vision with or without corrective lenses. This position is required to operate a motor vehicle.