Job Summary

The Director of Operations is responsible for ensuring the operation of Front Office, Housekeeping, Guest Services, and Bell/Door coordination in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing staff members.

Essential Functions

· Focus on maximizing hotel operations, including training, scheduling, daily duties

· Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

· Genuine interest in curating the guests experience including but not limited to: all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls.

· Motivate, coach, counsel and monitor team members according to hotel standards through providing regular feedback.

· Must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

· Lead the development of managers to not only meet service standards but exceed them.

· Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.

· Foster professional working relationships and promote open lines of communication with managers, employees and other departments by scheduling regular meetings.

· Understand and implement all Hotel Standard Operating Procedures and house rules. Understand hospitality terms.

· Monitor oversold dates to ensure the maximization of room revenue.

· Exercise expense control and maximize profit, using checkbook accounting as a control mechanism.

· Conduct walk-through's of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.

· Hands-on approach and willing to regularly work both front and back of house, maintaining lobby presence, spending time with guests and team members alike.

· Identify areas of opportunity to improve and support staff/implement solutions.

· Ensure timely and accurate completion scheduling, payroll, performance management, inventory and amenity ordering.

· Monitor labor expenses through schedule approval process and ensure budgeted productivity and any other Accounting duties.

· Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.

· Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.

· Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer.

· Conduct weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to the hotel’s standards, and the review of previous and future sales and operations efforts.

· Creates an efficient and professional team of employees.

· Trains staff to exceed guest expectations by identifying their individual skills and fine tuning them in order to best meet and exceed the needs of our guest.

· Carries out any other reasonable duties and responsibilities as assigned.

QUALIFICATION STANDARDS

Education & Experience:

· At least 4 years of progressive experience hospitality or a related field; at least 2 years in operation management

· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Physical requirements:

· Heavy work - Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.

· Ability to stand during entire shift.

Other Requirements:

· Maintain regular attendance in compliance with Refinery Hotel’s Standards, as required by scheduling, which will vary according to the needs of the hotel.

· Comply with hotel standards and regulations to encourage safe and efficient hotel operations. Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

· Must be able to maintain confidentiality of information.

· Must be able to show initiative, including anticipating guest or operational needs.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

· Must be able to multitask and prioritize departmental functions to meet deadlines.

· Attend all hotel required meetings and trainings.

· Participate in M.O.D. coverage as required.

Grooming Requirements

· Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and hotel branded pin (specific standards available).

Job Type: Full-time

Pay: $90,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person