Director Ops EX

4 days ago

Mountain View, CA, United States Crescent Services Full time

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do

At the Aloft Mountain View, we are seeking qualified and talented candidates to fill our current job openings

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join the Aloft Mountain View team.

  • We are committed to providing you with:
  • Highly competitive wages
  • An exceptional benefit plan for eligible associates & your family members
  • RSP/401K matching program for eligible associates
  • Flexible scheduling to allow you to focus on what is important to you
  • Discounts with our Crescent managed properties in North America for you & your family members
  • Marriott Employee Room Rate Discount Program
Here is what you will be doing each day:

As our Director of Operations, you will provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager in the General Manager’s absence, as requested.

RESPONSIBILITIES:
  • Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
  • Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
  • Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
  • Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
  • Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.


Does this sound like you?

You are a natural leader who demonstrates strength by motivating the team to deliver exceptional service and to maximize their potential. Ensuring excellence is not only front facing but also behind the scenes. You orchestrate operations day to day ensuring all moving parts are in harmony. You lead by example setting the high standards of service, teamwork and accountability.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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