What is the job? 

As Director of Operations, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximize financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community. Act as the General Manager in his/her absence. 

Your day-to-day: 

People   

• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers. 
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues – recognise good performance. 
• Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently. 
• Recommend or initiate any HR related actions where needed. 
• Drive a great working environment for teams to thrive – connect departments to create sense of one team. 
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures. 
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management. 

Responsible Business 

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts. 
• Comply with federal, state and local laws regarding health, safety and alcohol services 
• Maintain a focus and commitment to operating a “green” hotel. 
• Perform other duties as assigned. May also serve as manager on duty. 

Financial  

• Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments. 
• Monitor and report variances against budget and control labour costs and other expenses. 
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty. 
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports. 

Guest Experience 

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner. 
• Review guest feedback and implement strategies for continuous improvement. 
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests. 
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities. 

Accountabilities 

This is the top Operations role in a large, luxury, resort, or major flagship hotel with extensive facilities and services, several major outlets, and catering and convention facilities. Typically manages Operational colleagues (Rooms, Food & Beverage, Safety & Security) and admin team. 

The statements in this job description are intended to describe the essential nature and level of work being performed; it does not encompass all the tasks that may be assigned. 

What we need from you? 

• Bachelor degree / higher education qualification / equivalent in Hotel Administration, Business Administration. 
• Three years of guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience. 
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred. 
• Must speak fluent English. 
• Other languages preferred. 

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.