DIRECTOR OF OPERATIONS

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This position is responsible for assisting with the planning and managing of the overall operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.

The Director of Operations will plan, organize, direct and coordinate management activities of the operations in conjunction with the General Manager. He/she is responsible for delivering results that contribute to the mission and overall success of the hotel. The Director of Operations will take on responsibility for the hotel in the absence of the General Manager.

Primary Responsibilities

Business Performance

• Support the annual budgeting process and financial forecast for the operations departments.
• Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs and staying within budget guidelines.
• Analyze monthly P&L and month-end reports, identify deviation from business plan goals.
• Gather and report financial information to the General Manager.

Operation

• Develop, recommend, implement and manage the operational department’s annual and long term goals.
• Conduct daily briefing with management on current key activities.
• Ensures optimal compliance with corporate focus audit, local health and safety, and other statutory regulations.
• Evaluates changes in guest needs, guest mix and competitive set. Recommend appropriate products/services and operational changes as necessary.
• Anticipate and address guest issues, establish proactive processes to promote guest satisfaction.
• Communicate in an effective and timely manner with General Manager and Executive Committee on matters which require their attention.
• Represent the Brand in projecting a credible image to the market, residents and colleagues alike.
• Be present to personally welcome key residents and patrons, and entertain key accounts’ representatives.
• Help to ensure all Marketing and PR Communications materials are in compliance with the Brand Marketing guidelines.
• Be visible around the hotel and show an active interest in our colleagues’ welfare.
• Help and support in establishment of positive owner relations through proper and appropriate communications with the appointed Owner’s representative.
• Follow appropriate protocol in communicating with the appointed Owner’s representative and keep the General Manager informed of such communications.

Team Management

• Manage performance issues that arise within the operational departments. Train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers.
• Assist General Manager with interviews, selection and recruitment of operations departments management team.
• Identify and develop team members with potential.
• Conduct performance review and manages performance issues that arise within the operations departments management team.
• Constantly monitor team members performance, attitude and degree of professionalism.

Main Complexity/Critical issues in the Job

• Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance.

Knowledge and Experience

• Bachelor’s Degree from a reputable hospitality school preferred.
• Minimum 5 years of operational management experience with strong Rooms and / or F&B background or at least 2 years of experience in a similar capacity.
• High degree of professionalism with strong understanding of hotel operations and business acumen.
• Excellent reading, writing and oral proficiency in English & Spanish languages.

Competencies

• Strong leadership, interpersonal and training skills.
• Ability to lead expatriates and local colleagues effectively.
• Excellent communication and customer contact skills.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• A motivator & self-starter.
• Well-presented and professionally groomed at all times.

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.