Director of Room Operations

1 month ago

Truckee, United States Hyatt Vacation Ownership Full time

Salary Range $76,000- $90,000 plus bonus eligible

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Education and Experience  

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR  

  • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.  

CORE WORK ACTIVITIES  

  • Managing Profitability  

  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.  

  • Analyzes service issues and identifies trends.  

  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.  

  • Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

    Managing Revenue Goals  

  • Monitors Rooms operations sales performance against budget.  

  • Reviews reports and financial statements to determine Rooms operations performance against budget.  

  • Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.  

  • Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

    Leading Operations and Department Teams.  

  • Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.  

  • Develops systems to enable employees to understand guest satisfaction results.  

  • Communicates a clear and consistent message regarding departmental goals to produce desired results.

    Managing the Guest Experience  

  • Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.  

  • Responds to and handles guest problems and complaints.  

  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.  

  • Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.  

    Managing and Conducting Human Resources Activities  

  • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.  

  • Ensures employees are treated fairly and equitably.  

  • Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).  

  • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.  

  • Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.  

  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.  

  • Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.  

  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.  

  • Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.  

  • Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. 

#LI-MM1

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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