Hotel Operations Director
3 weeks ago
Romer Hell's Kitchen New York is a renowned real estate investment and hospitality management company, celebrated for innovation and excellence in the industry. With a strong presence in U.S. gateway markets, including New York, Boston, Miami, San Francisco, and Honolulu, as well as expanding footprints in Europe, Latin America, and the Caribbean, our portfolio of global properties represents an impressive asset value of over $20 billion, generating cumulative revenues exceeding $5 billion. We provide expert guidance throughout the hospitality property cycle, from planning and development to recapitalization or disposition, leveraging our creativity and industry-leading proprietary revenue management tools to drive performance and maximize asset value.
Job Title: Hotel Operations DirectorOverviewThe Hotel Operations Director is responsible for planning and directing operations to enhance productivity and efficiency. This role plays a pivotal part in ensuring the smooth functioning of various hotel departments, including Front Office, Food and Beverage, Housekeeping, and Engineering.
Responsibilities:- Departmental Management: Assist the Director and Assistant Director of Front Office in managing the Front Office operation, providing support to other departments as needed.
- Lobby Presence: Provide strong lobby presence to assist front desk agents and guests.
- Shift Coverage: Provide all aspects of shift coverage in F&B operations as needed.
- Inventories: Balance the hotel room type inventory.
- Standards: Ensure all areas of the lobby, Mezzanine level, and F&B operations meet Paramount standards, including cleanliness, guest access, bathroom cleanliness, outdoor cleanliness, elevator cleanliness, and signage standards.
- Upsell Program: Monitor and action the Nor 1 upsell program.
- Guest Services: Handle guests' special requests and customer complaints during shifts.
- Front Desk Duties: Perform all other front desk duties and responsibilities.
- Employee Management: Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed.
- Counseling: Coach, train, counsel hourly associates, and administer discipline as needed.
- Night Audit Functions: Perform some Night Audit functions, reviewing all related functions and producing Night Audit reports.
- Reporting: Prepare, copy, and distribute reports as required.
- Guest Requests: Handle special guest requests.
- Meetings and Trainings: Attend and contribute to periodic meetings, maintaining favorable working relationships among employees and promoting maximum morale, productivity, and efficiency.
- Meetings and Trainings: Attend all hotel required meetings and trainings.
- Experience: At least 5 years of progressive experience in a hotel or related field, or a 2-year college degree and a minimum of 3 years of progressive experience in a related field, or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
- Supervisory Responsibilities: Previous supervisory responsibilities.
- Software Proficiency: Proficient in Windows, Company-approved spreadsheets, and word processing.
- Long Hours: Long hours sometimes required.
- Physical Demands: Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Communication: Effective communication both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Problem-Solving: Effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Multitasking: Multitasking and prioritizing departmental functions to meet deadlines.
- Service Orientation: Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Regular Attendance: Maintain regular attendance in compliance with Highgate Hotel Standards.
- Personal Appearance: Maintain high standards of personal appearance and grooming, including wearing nametags.
- Regulations: Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Productivity: Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
- Problem-Solving: Effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Complex Information: Understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Confidentiality: Maintain confidentiality of information.
- Additional Duties: Perform other duties as requested by manager.
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