Director of Operations

Hotel Overview:

Swissôtel Makkah is Swissotel’s first hotel to open in Saudi Arabia. The hotel offers 1500 elegant rooms and suites with modern design, complementing the values of today’s Arab culture. As part of the prestigious Abraj Al Bait complex, the deluxe Swissotel Makkah is a contemporary five-star hotel located in close proximity to the holy Masjid Al Haraam, overlooking the Ka’aba and the Grand Mosque. Swissôtel Makkah is part of a new urban development, including two restaurants, one executive lounge, two meeting rooms and a business center. It has private entrances that make it easier for pilgrims to reach Al Masjid Al Haram.

Be an ambassador of the brand and the property as Director of Operations, where your leadership, strong interpersonal skills, and strategic vision will drive an engaged team, guest satisfaction, and maximized operating results. You will bring your strong commercial and business acumen and tenacity to drive the top line to exceed targets and to position the property in the premium- lifestyle marketplace.

Reporting to Cluster General Manager of Swissotel Makkah and Swissotel Al Maqam Makkah, responsibilities and essential job functions include but are not limited to the following: 

• Ensure the team delivers great service, professional attention, and personal recognition.
• Ensure guests are greeted at any time and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.
• Be a Brand Manager and inspire the team by living the brand.
• Communicate all pertinent information, requirements, and special needs for arriving VIPs, groups, and other key guests.
• Conduct routine inspections of the front and back of the house and take immediate actions to correct any deficiencies.
• May serve as Manager on Duty or assist with other duties as assigned. 
• Manage day-to-day staffing needs, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching, and regular feedback to improve team member performance.
• Drive a great working environment for the team to thrive – connect departments to create a sense of one team.
• Educate and train team members in compliance with local laws and safety regulations.
• Ensure the team is properly trained on systems, security, service, quality, and brand standards.
• Actively engage leaders in operational departments to ensure accurate and timely reporting of the monthly financial plans for the Rooms Division, Housekeeping/Laundry, F&B Service, and culinary sections.
• Handle all guest concerns and feedback to ensure effective follow-up and positive guest satisfaction as the end goal.
• Assist in the preparation, presentation, and subsequent achievement of the hotel's Annual Operating Budget and Capital Expenditure Budget.
• Ensure staff has the tools and equipment to carry out job duties.
• Ensure the smooth operation and coordination of the hotel through their respective leaders (Rooms Division, Housekeeping, Food & Beverage, and Culinary).
• Work closely with section leaders to engage them in staffing plans to ensure productivity levels are managed throughout the various business seasons.
• Take on a strategic role in the Hotels Business Continuity, Emergency, Safety, and Crisis Management Plans.
• Function as a key member of the Hotel Leadership Team.
• Ensure full compliance of the hotel's operating controls.
• Help prepare the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives, and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Manage incoming (group) reservation inquiries and secure business in line with agreed strategies, booking policies, and procedures.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• May serve as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel.
• Other duties as assigned.

• Bachelors’ degree in a related field is preferable.
• A Service focused personality is essential; customer-related experience is an asset.
• Ability to work well under pressure in a fast-paced environment.
• Excellent communication skills and a professional presentation.
• Ability to work cohesively with fellow colleagues as part of a team.
• Must be physically capable of meeting the very physical demands of the position.
• Minimum 5 years managerial experience in a hotel operations position.
• Must be flexible with the ability to sustain a high level of productivity and efficiency at all times.
• Display strong analytical, organizational, conflict management, people and ,administrative skills.

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