Director of Operations

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• The Director Operations is responsible for assisting with the planning and managing of the operations of the hotel to achieve customer (guests, employees, corporate and owners)satisfaction and quality service while meeting/exceeding financial goals.
• The Director Operations is responsible for planning, organizing, directing and coordinating management activities of the operations in conjunction with the General Manager.
• Take direct responsibility of planning, managing and executing all actions required for a successful food & beverage department of the hotel.
• Puts focus on all sentiment scores and RPS while creating plans with all operational departments for continuous improvement and development of guest satisfaction, process improvement and optimization.
• Works closely with the GM and Director Finance to create plans to optimize the P & L and cost efficiency plans.
• Play an active role in planning of marketing promotions in various areas of the hotel.
• Be a brand ambassador and use the I-Auditor app to do regular audits and share results, build action plans to ensure 100% brand standard is followed.
• Be a part of the daily 5 pm line up of operational departments and lead the meeting.
• Contribute effectively to guest experiences, manage all guest responses, organize guest meet ups, work with line team members to develop guest experiences, make operations smoother and easier.
• Spend major part of the day on the shop floor assisting to keep check on operations, guest movement, guest satisfaction etc.
• Ensure weekly departmental briefings are conducted with the self-presence once a week.
• Review all guest pre arrival details with all departments.
• Ensure on floor operational team morale, difficulties and operational needs are communicated to the Director Talent & Culture and General Manager while finding solutions.
• Pre approve all operational expenses and plans prior to it being signed off by GM and / or Director of Finance.
• Be a representative of Accor Hotels in hotel management schools, during trainings and other areas where Accor Hotels seeks to create a reputation and outreach.
• Review monthly F & B and room promotion calendar and get it approved from GM.
• Demonstrates and communicates short and long term focus.
• Ensure adequate coverage of managers on shop floor, weekends and plan / coordinate MOD’s. Evaluate and implement MOD report findings & suggestions.
• Liaise with all departments to ensure smooth operations at  the hotel.
• Do Monthly audits of fire & safety.
• Work closely with sales & marketing teams to take feedback from clients and enhance guest experience as well as give opportunities to sales team to sell the hotel product better.
• To check and evaluate daily evalpack prior to GM approval and ensure Accor Hotels Focus Guide points are followed a 100% across all operational departments.
• Create monthly departmental trainer plans and departmental training plans based on shop floor needs & TNA created in conjunction with L & D manager and departmental heads. Ensure Training planned VS Actual done is discussed with al operational HOD’s and update GM on the same.
• Responsible for delivering results that contribute to the mission and overall success of the hotel.
• The Director of Operations is responsible for the hotel in the absence of the General Manager.