This is a job description for DIRECTOR OF OPERATIONS
Job Title: Director of Operations
Department: Rooms and Food & Beverage Departments
Company: Dimension Development
Job Purpose: To maintain the operational departments of the hotel, maintaining established revenue, cost and quality standards. To act as liaison between GM/AGM and department managers. To meet or exceed hotel budget, guest satisfaction guidelines and franchisee expectations.
Job Responsibilities:
1. Oversees development of new programs that result in an increased level of guest satisfaction and operational excellence. Receives and responds to guest complaints in a timely manner
2. Ensures hotel participation in brand specific programs.
3. Generate an atmosphere that provides security and safety for all internal and external guests.
4. Ensure high associate morale by rewarding team members who meet or exceed guest expectations.
5. Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
6. Other duties as assigned
Job Skills:
1. Computer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems.
2. Excellent communication, presentation and listening skills.
3. Ability to read and interpret business records and statistical reports
4. Ability to use mathematical skills to interpret financial information and prepare budgets.
5. Ability to analyze and interpret policies established by administrators.
6. Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion.
Job Qualifications:
1. Bachelor’s Degree in Management, Hotel Administration, Business or related field.
2. Two (2) years supervisory experience in operations with 2 years line level operations experience, and 2 years of direct sales or retail trade experience; OR, an equivalent combination of education and experience
Management Activities:
1. Interview, select and train associates
2. Set and adjust associates’ rates of pay and hours of work
3. Direct the work of associates
4. Appraise associates’ productivity & efficiency to recommend promotions or other changes in status
5. Handle associate complaints
6. Discipline associates
7. Plan the work
8. Determine the techniques to be used
9. Apportion the work among associates
10. Determine materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked & sold
11. Control the flow and distribution of materials or merchandise and supplies
12. Provide for the safety and security of the employees or the property
13. Plan and control the budget
14. Monitor or implement legal compliance measures
15. Customarily and regularly direct the work of at least 2 or more full-time associates or their equivalent (1 full-time associate at 40 and 2 half-time associates at 20 hours each, are equivalent to 2 full-time associates).
16. Authority to hire or fire other associates, or makes suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other associates are given particular weight.
Physical Requirements:
Ability to speak and hear. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 10 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills, Walk extended distances, Lift/carry 6-25, reach hands and arms in any direction. Able to work overtime and/or irregular hours.
Working Conditions:
Continually works in normal office conditions and in close proximity to others.
While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when business need dictates.