SUMMARY

The primary goal of the position is to lead and support our operations departments of Housekeeping, Front Desk, and Food & Beverage. Ensuring department needs, strategies, and performance is meeting expectations as well as leading the charge on GSS – Guest Satisfaction Score.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

● Maintains guest service as the driving philosophy of the operation

● Personally demonstrates a commitment to guest service in responding promptly to guests’ needs

● Committed to making every guest is satisfied

● Develops added-value customer service programs

● Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance

● Meets or exceeds guest satisfaction measures

● Ensures hotel standards and services contribute to the delivery of consistent guest service

● Implements and practices guest service initiatives, trains, and performs to Pinnacle Hotel Management Standards

Director of Operation

● Functions as the strategic business leader of the property's Hotel Operations

● Areas of responsibility may include Front Office, Housekeeping, and Food and Beverage/Culinary

● Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives

● Support and implement training for new hires and on-going refresher all associates in accordance with Marriott’s brand standards

● Train, develop, and mentor department leaders to be effective, successful, and exceed potential

● 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 investment

● Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer

● Analyzes service issues and identifies trends

● Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

● Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution

● Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses

● Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams

● Communicates a clear and consistent message regarding departmental goals to produce desired results

● Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

● Responds to and handles guest problems and complaints

● Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

● Ensures employees are treated fairly and equitably

● Ensures 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 employees

● Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results

● Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns

● Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Pinnacle Hotel Management Handbook

● Conducts annual performance appraisal with direct reports according to Pinnacle Hotel Management handbook and position outline expectations.

● Attend appropriate daily, weekly, and monthly meetings as scheduled.

● Complete any tasks assigned by GM.

● Maintain regular attendance in compliance with Pinnacle Hotel Management standards, as required by scheduling, which will vary according to the needs of the hotel.

● Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.

● Comply at all times with Pinnacle Hotel Management standards and regulations to encourage safe and efficient hotel operations.

● Other duties as required

QUALIFICATIONS

● Knowledge of a hotel structure and how all departments interact.

● Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meets client needs and resolve complaints.

● Ability to move throughout the hotel to conduct site inspections.

● Detail oriented.

● Have knowledge of MS Word and Excel.

● Have effective verbal and written communications skills.

● Be customer service and hospitality oriented.

● Present a professional appearance and dress.

● Be a team player and leader

EDUCATION and/or EXPERIENCE

● Minimum 5 years’ Experience as Front Desk and Executive Housekeeping Manager, Operations Manager, or Director of Operations

● Experience in Budget Preparation, Forecasting, Revenue Generation, Analytics, Coaching and management of operations departments

● Any combination of education and training within hotel

● Past Marriott experience and knowledge is a PLUS but not required.

● 4-year College Degree; High School Diploma or Equivalent

LANGUAGE AND MATHEMATICAL SKILLS

● Ability to read and speak English and comprehend simple instructions, short correspondence, and memos

● Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees

● Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property

● Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

● Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

REASONING ABILITY

Demonstrate the ability to anticipate and solve practical problems or resolve issues.

CERTIFICATES, LICENSES, REGISTRATIONS

None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

● While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear

● Frequently required to reach with hands and arms

● Occasionally required to stoop, kneel, or crouch

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Hotel management: 5 years (Required)
• Hospitality: 7 years (Preferred)
• Marriott Brand: 3 years (Preferred)
• Fosse System: 3 years (Preferred)
• Operations management: 2 years (Required)
• Executive Housekeeping Manager: 2 years (Preferred)
• Front Office Manager: 2 years (Preferred)

Work Location: In person