Director of Operations

TITLE: Director of Operations

DEPARTMENT: Executive Office

REPORTS TO: General Manager/Ownership

JOB SUMMARY

Provide guidance and leadership to the Rooms Division, Food and Beverage and Housekeeping department, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Directly 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.

ESSENTIAL JOB FUNCTIONS:

• Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with Brand’s 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 Hotel Operations 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, Food and Beverage and Housekeeping Departments including: Housekeeping Services, Front Office, Laundry, Kitchen, Banquets and Hotel Outlets.
• Prepare Forecast expenses and actual results for the Hotel, 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.

SPECIFIC JOB KNOWLEDGE AND ABILITIES

• Must have the ability to communicate in English.  
• Self-starting personality with an even disposition.   
• Maintain a professional appearance and manner at all times.       
• Can communicate well with guests.  
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects.  
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.  
• Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.  
• Ability to be mobile for significant distances between and within buildings on the property.  
• Ability to observe performance and detect signs of emergency situations and respond with proper action.  

PERFORMANCE STANDARDS

• Customer Satisfaction:  

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with the company staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.  

• Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

• Safety & Security:

The safety and security of our guests and associates is of utmost importance to the company. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

PHYSICAL DEMANDS

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis. 
• Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
• Must be able to lift up to 40 lbs. on a regular and continuing basis.  
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. 
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  

In accordance with Illinois law, the anticipated pay range for this position is:

$135,000 - $155,000 per year

The final offer will be based on factors including, but not limited to, relevant experience, skills, education, internal equity, and market conditions.

Eligible team members may have access to a comprehensive benefits package, which may include:

· Medical, dental, and vision insurance

· Paid time off (vacation, sick time, holidays)

· Six paid company holidays and one floating holiday 

· 401(k) with company match (up to 4%)

· Life and disability insurance

· Employee assistance programs

· Employee discounts (hotel and travel discounts)

Eligibility for benefits may vary based on position, employment status, and tenure.

Additional Compensation

This role may be eligible for additional compensation, including:

· Bonus or incentive programs

· Commissions (if applicable)

Details will be provided during the interview process.

We are an Equal Opportunity Employer and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws

AVAILABILITY

This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed work day, to include Saturdays and Sundays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.