Director of Operations

JOB OVERVIEW:

Oversees in managing the day to day operations of the hotel to maximize profitability and to ensure superior service and product quality are maintained. Act as the General Manager in his/her absence. Is the #2 in command after the General Manager. Adhere to federal, provincial and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

DUTIES AND RESPONSIBILITIES:

Oversee the day-to-day operations of all operational departments 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.

Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert General Manager of potentially serious issues.

Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.

Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.

Schedule and regularly conduct routine inspections of the front office, food and beverage outlets, public areas and guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct deficiencies of established goals.

Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.

Prepare and submit statistical, performance, and forecast analyses and reports as required.

Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.

Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.

Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.

Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel which support the overall objectives of the company. Provide regular direction and oversee hotel operations for all or some of the following areas:

Front office functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established goals are achieved.

Housekeeping and Laundry functions to ensure compliance with quality and brand standards in all areas of the hotel as it relates to appearance, cleanliness, and levels of maintenance and repair; ensure preventative maintenance programs are in place to protect the physical assets of the hotel.

Spa operations and marketing are monitored and implemented to achieve goals and objectives.

Engineering functions are monitored. CapEx and Hotel upgrades to be achieved and overseen.

Security operations are monitored and managed to ensured safety and security of hotel asset.

Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

Make recommendations for capital improvements to enhance the assets of the company and brand loyalty. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

Interact with outside contacts:

Guests – to ensure their total satisfaction

Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.

Regulatory agencies – regarding safety and compliance matters

Other contacts as needed (Professional organizations, community groups, local media)

May serve as “manager on duty” as required.

Perform other duties as assigned.