Position:                   Director of Operations

Department:           Rooms Divisions, Guest Experience, Loss Prevention and Engineering

Purpose:                   Consistently meet and exceed guests' expectations and owners' financial expectations. Responsible for leading Operational department.

 

Reports to:               General Manager

 

Essential Functions:

Rooms

Responsible for the quality and efficiency of Front of the house and function as related to: guest Services: process Check in & Check Out, Customer service, maximum utilization of guestroom space available, attainment of average rate as specified by budget, payroll and supply control in accordance with budget and varying levels of business.

Housekeeping

Responsible for the quality and efficiency of Housekeeping and function as related to: cleanliness of all guest areas; payroll and supply control in accordance with budget and varying levels of business; excellence in appearance of all public areas and physical property.

Guest Experience

Responsible for the quality and efficiency of Guest Experience and function as related to: Resolution of guest service issues, drive guest service scores at all times and Trip Advisor ranking, supply control in accordance with budget and varying levels of business; excellence in Service with an attentive, friendly, efficient and courteous manner, creating amazing memories.

Engineering

Responsible for the quality and efficiency of Engineering and function as related to: Coordinate and operate, in an economical, legal and safe manner, all HEAT, LIGHT & POWER and R&M for the hotel; payroll and supply control in accordance with budget and varying levels of business.

Loss Prevention

Responsible for the quality and efficiency of Loss Prevention and functions as related to: coordinating, supporting and supervising the safety and security of the hotel, ensures all Security standards are properly followed; payroll and supply control in accordance with budget and varying levels of business.

 

Cost Related

• Review daily high cost item inventory control sheets.
• Review and maintain other expense control sheet.
• Review missing check report.
• Review annual budget Rooms, LP and Engineering and coordinates it with the General   Manager.
• Review PO, check Books for each department

Personnel

• Develop growth and development plans for high potential heartists
• Monitor turnover rate and ensure it is at a reasonable level.
• Review scheduled hours in line with volume range.
• Interview, hire, counsel, train, and discipline heartist, in coordination with the Director of Human Resources Director.
• Ensure all overtime is authorized.
• Decrease or increase staff as required.
• Identify and implement better methods for efficiency and reduction of payroll costs.

General

• Ensure service to all guests follows established standards, is consistent, efficient and courteous
• Know emergency procedures (including CPR) and work to prevent accidents
• Know and adhere to all company policy and procedure
• Perform any other duties required by senior management
• Close communications with the General Manager and other department heads.  Recommends programs for the motivation and development of staff.  Assistance in developing annual budget and preparation of action plans.
• Participate in weekly forecasting and scheduling; daily reviews, operating results and take immediate corrective action if required.  Maintains high visibility with associates and guests.
• Directs the property operations in the General Manager’s absence.

 

Hotel Specific Essential Functions:

•  Preparation of annual budget with GM.
• In charge Front Office, Housekeeping, Guest Experience, Engineering & Loss Prevention

Tools and Equipment:

• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine,

file folders, filing cabinet, facsimile machine.

Working Environment:

• Interior of hotel, in all areas of the hotel.
• Exterior of hotel with exposure to weather conditions.
• Exposure to various hazardous chemicals.