Director of Operations

2 weeks ago

Indianapolis, United States Wyndham Indianapolis West Full time
Job DescriptionJob Description

RESPONSIBILITIES/DUTIES:

Develops and coordinates annual objectives for the Front Office including front office, reservations, and transportation services.

Coordinates with room department in all pertinent information to ensure a smooth running operation with appropriate department controls in place.

Aids guests with inquiries, requests, and complaints to the point of resolution.

Oversees requisitions supplies & equipment for all rooms departments and maintains a monthly inventory of the supplies.

Directs the training and development of all hourly employees; coordinates with support management staff to train, counsel, and discipline hourly staff. Review and approve all schedules; front desk/audit and shuttle.

Ensures the support management team is proficient in maintaining records of personnel performance and budgeted supply and labor costs in the department.

Ensures that the hotel's credit policies are adhered to, reviews credit limit reports daily, and resolves all discrepancies. Participates in weekly credit meetings held by the accounting department.

Ensures that the support management team is prepared with a strategy to sell low and high-demand periods and day of arrival to maximize hotel revenues; partners with the Director of Sales, Revenue Manager, and General Manager in maximizing the hotel's occupancy and room revenue.

Ensures that front desk logs and programs, such as call-back, arrival calls, and bucket checks are efficiently utilized for maximum guest satisfaction and inter-department communication.

Ensures the proper use, security, and maintenance of deposit boxes.

Maintain proper key control and guest/associate safety practices.

Support GM in absences to Review, Respond, and Correspond to guests’ comments and reviews through WynReview, personal email, Revinate, and all appropriate Professional & Social media/booking channels. Acclimate with all extranet systems to issue manager responses.

Reviews and analyzes monthly operating statements to monitor progress toward established targets and implements cost controls for labor and other controllable costs.

Proficient in managing Hotel websites for necessary updates, improvements, and rate loading in the absence of the Revenue Manager. Proficient in Opera and OCM systems.

Responsible for on-property management of Wyndham’s frequent guest program monthly goal and proficient in all Wyndham brand systems, promotions, and initiatives.

Ensure the support team coordinates with all departments involved in the service of Member/VIP guests.

Plan and coordinate repairs and capital expenditures with the Director of Building Services to maintain assets at maximum levels available within budgetary guidelines.

Serve in Manager On Duty capacity as scheduled within current hotel procedures

Performs other related duties as assigned by the General Manager.

Exercises the hotel's policies and procedures in reference to the aforementioned points.

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