Hotel Operations Director

1 week ago

Port Charlotte, Florida, United States Sunseeker Resorts Full time
Job Title: Executive Director Hotel Operations

Join Sunseeker Resorts as an Executive Director of Hotel Operations and take on a challenging role that requires strategic planning, leadership, and operational expertise. As a key member of our hotel management team, you will be responsible for implementing and executing the overall operational plan and service objectives of the Hotel Division.

Key Responsibilities:

  • Provide on-going, hands-on operational leadership and support to management within Front Office, Front Services, Reservations, VIP Services, Luxury Experience, Retail, and Recreation operations to implement best practices, programs, and procedures to drive revenue, efficiency, productivity, and a culture of excellence.
  • Generate meaningful synergy through the effective streamlining of operations and people; create subject matter experts and new initiatives for service, product offerings, new developments, and luxury service standards.
  • Partner with Marketing, Sales, Facilities, Resort Services, F&B, and other critical departments to ensure all are aligned on strategy with Hotel to execute flawlessly. Build relationships with directors of all other non-Hotel areas with an eye on achieving and surpassing all strategic objectives.
  • Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction. Implement quality hiring, training, and succession planning processes that encompass the culture of excellence.
  • Develop and execute cohesive revenue, labor, and operations strategies aligned with overall property goals.
  • Participate in daily hotel rate and strategy meetings to communicate performance, forecast risk/opportunity, and actions needed to exceed targets. Be fully versed in hotel room and suite inventory and occupancy.
  • Be front and center at all times within the hotel operation; ensure visibility with employees at all levels while absorbing full understanding of each area's day-to-day operations.
  • Gain full knowledge of the competitive set; ensure that product offerings and service standards remain best in class in every aspect. Make adjustments and improvements where necessary.
  • Partner with Revenue Management, Group, and Leisure Sales to align demand trends to ensure targets are met. Also ensure room blocks for these segments are managed appropriately.
  • Monitor hotel service performance and stay ahead of any potential shortfalls; leverage other analytic groups as needed to ensure guest experience standards remain at the highest levels.
  • Constantly evaluate and translate market and industry insights/trends into measurable growth objectives.
  • Accountable for fostering consistent levels of extraordinary customer service throughout the workplace that result in the highest levels of guest satisfaction.
  • Maintain a positive work space for all team members where employee engagement levels are high due to everyone feeling valued and enjoy coming to their job.
  • Promote diversity, inclusion, pride, respect, camaraderie, and fairness.
  • Teach about doing things the right way with integrity, hard work, collaboration, and teamwork.
  • Have fiscal responsibility for both the property as well as the departments by consistently looking for ways to refine the business without compromising guest satisfaction.
  • Exercise discretion and independent judgment when evaluating new programs, new services, and new ideas.
  • Stay abreast of property goals in order to create, support, and present departmental goals to executive leadership.
  • Continue to learn and be on the forefront of new technology for the hotel industry.
  • Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles and retention of luxury standards.
  • Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience.
  • Perform other functions as needed.

Requirements:

  • Combination of education and experience will be considered. Candidate will need to be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
  • Education: Bachelor's Degree in Hotel or Hospitality Management, Business Administration, or related field.
  • Years of Experience: A minimum of seven (7) to ten (10) years of hotel operations management, with wide-ranging experience in managing Front Desk, Bell & Valet, VIP, Spa/Salon, etc.
  • Additional Minimum Requirements:
    • Ability to work varied shifts, including weekends and holidays.
    • Working knowledge of Microsoft Office.
    • Excellent customer service skills.
    • Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
    • Must possess mature personal discretion and sound judgment.
    • Strong leadership abilities, sound judgment, superior problem-solving, and decision-making skills.
    • Excellent organizational, analytical, and project management skills, with particular attention to quality and detail.
    • Interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Ability to effectively communicate in English, in both oral and written forms.
  • Preferred Requirements:
    • Previous experience in a large, integrated luxury resort setting helpful.
    • Experience with Forbes and AAA standards a plus.
    • Previous experience being responsible for property operational performance.

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