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Director of Operations
2 months ago
**Job Summary**
The Director of Operations is a key member of the hotel management team, responsible for ensuring the smooth operation of the hotel's day-to-day activities. This includes overseeing the front office, housekeeping, food and beverage, and other departments to ensure exceptional guest satisfaction and hotel profitability.
Key Responsibilities
- Front Office Operations: Oversee the front office team, including training, scheduling, and daily duties.
- Touring and Adjustments: Conduct daily tours of operating departments, making adjustments as needed via department heads.
- Staff Meetings and Training: Conduct weekly staff meetings, including weekly training sessions presented by managers and self, using the steps to effective training according to Highgate Hotel standards.
- Financial Management: Meet all financial review dates and corporate directed programs in a timely fashion.
- Departmental Budgeting: Hold a monthly financial review with all department managers, M.I.D.s, and available supervisors.
- Manager Development: Develop managers for future advancement through competency training and corporate sponsored training programs.
- Guest Satisfaction: Ensure that all employees receive fair and equitable treatment according to Highgate Hotel standards.
- Client Meetings: Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
- Public Area Presence: Be in the public areas during peak times, greeting guests and offering assistance as needed.
- Security and Compliance: Ensure procedures for handling of the hotel safe specifically with regard to security and monthly safe audits are followed and occur.
- Credit and Collection: Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies.
- Training and Development: Complete required corporate training modules, and become certified to train those as required.
- Meetings and Reporting: Ensure that all scheduled meetings take place on the property, and prepare and submit required reports in a timely manner.
- F&B Operations: Supervise all F&B personnel, respond to guest complaints in a timely manner, and prepare the F&B budget and monitor department performance with respect to the same.
- Loss Prevention: Coordinate and monitor all phases of Loss Prevention in the F&B department.
- Quality and Service: Monitor quality of service and product, cooperate in menu planning and preparation, and ensure timely purchase of F&B items, within budget allocation.
- Employee Cafeteria: Oversee operations of the employee cafeteria.
- Compliance and Training: Ensure departmental compliance with SOP's, ensure the training of department heads on SOP's, report preparation, technical job tasks, and attend and/or conduct departmental and hotel training.
- Hiring and Performance Management: Interview candidates for front-of-house F&B positions and follow standards for hiring approvals, conduct and/or attend all required meetings, including pre-convention and post-convention meetings, and ensure overall guest satisfaction.
Requirements
- Experience: At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.
- Physical Demands: Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Communication Skills: Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
- Problem-Solving: Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Multitasking: Must be able to multitask and prioritize departmental functions to meet deadlines.
- Attendance: Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Appearance and Grooming: Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Confidentiality: Must be able to maintain confidentiality of information.
- Other Duties: Perform other duties as requested by management.
