Director of Operations

The Director of Operations reports directly to the General Manager and is responsible for oversight of all operational aspects of the hotel. In the absence of the General Manager, the Director of Operations shall oversee all aspects of the hotel's operation.Responsibilities:Functions as the strategic business leader of the property's Hotel OperationsAreas of responsibility may include Front Office, Security, Housekeeping, Laundry, Food and Beverage, Stewarding, Banquets and Event Set Up.Position works with direct reports (Assistant Directors and Department Heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiativesThe position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance.Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investmentManaging ProfitabilityDemonstrates and communicates key drivers of guest satisfaction for the brand’s target customerAnalyzes service issues and identifies trendsMakes and executes the necessary decisions to keep property moving forward toward achievement of goalsWorks with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its executionManaging Revenue GoalsMonitors hotel operations sales performance against budgetReviews reports and financial statements to determine hotel operations performance against budgetCoaches and supports operations team to effectively manage occupancy & rate, wages and controllable expensesReviews the Wage Progress Report and compares budgeted wages to actual wagesCoaching direct reports to address problem areas and holding team accountable for resultsLeading Operations and Department TeamsChampions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teamsDevelops systems to enable employees to understand guest satisfaction resultsCommunicates a clear and consistent message regarding departmental goals to produce desired resultsManaging the Guest ExperienceReviews guest feedback with leadership team and ensures appropriate corrective action is takenResponds to and handles guest problems and complaintsStays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfactionCreates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectationsManaging and Conducting Human Resources Activities and complianceFacilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction resultsEnsures employees are treated fairly and equitablyEnsures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employeesIncorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve resultsSets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performanceSolicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concernsEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review ProcessConducts annual performance appraisal with direct reports according to Standard Operating ProceduresChampions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessaryWe offer excellent benefits:Medical, Dental and Vision Insurance after only 30 daysFree room nights, Discounted and Friends & Family Room RatesDiscounted F&B when staying at Hyatt Hotels401(k) Retirement Matching Plan (up to 4%)Paid Time Off including new child leave!Highly competitive salaries and incentivesTuition ReimbursementTraining programsComplimentary Employee MealsEmployee Stock Purchase PlanDiscounts at various retailers – Apple, AT&T, Verizon, Headspace and many moreQualifications2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major4 years' experience in the guest services, front desk, housekeeping, management operations, food and beverage or related professional area2 years' experience as Department Head in full-service hotelProven ability to lead and motivate large teamsHyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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