Director of Operations
Department: Executive Office
Accountable To: Ownership
Primary Objective of Position
Provide the leadership expertise that ensures the effective and efficient operation of the hotel, including, but not limited to, the quality and legal defensibility of services provided, and the achievement of stated operational goals and profitability objectives. Manage the operations of the hotel, utilizing the Standard Operating Procedures, in order to maximize profitability and to ensure superior guest service and product quality. Participate in total hotel management as a member of the hotel Executive Committee.
• Lead, though subordinate staff, the effective management of the Rooms, Food & Beverage and Engineering functional areas to maximize financial performance while upholding quality standards and maximizing levels of guest satisfaction.
• Direct the maximization of room revenue by anticipation of market shifts, development and monitoring of annual business and marketing plans, and participating in appropriate national marketing efforts.
• Measure the effectiveness of broad-based marketing plans and yield management efforts to maximize the number of market segments needed and to diversify the sources of revenues.
• Ensure the development of a realistic and attainable strategic business plan that defines operational goals and profitability objectives.
• Coordinate capital improvement projects to maintain/upgrade quality standards and property image, and to protect assets from neglect, damage or deterioration.
• Conduct regular staff and associate meetings
• Establish and oversee maintenance of a proactive Human Resources department to ensure a productive, participative and comfortable work environment in which all associates are valued and treated lawfully and consistently, and to ensure compliance with all local, state and federal employment a labor laws and regulations, including, but not limited to, Title VII, ADA, ADEA, FMLA, FLSA, Equal Pay Act and Pregnancy Discrimination Act. Directly facilitate open associate communications to discern grievances and to respond to these grievances in all appropriate manners including redressing those meriting correction.
• Direct, manage train and counsel sales, catering and revenue management staff. Actively participate in sales presentations, property tours and customer meetings.
• In hotels with limited services, the GM is to have accounting duties where applicable.
• Adhere to Standard Operating Procedures as well as and policies and procedures contained (but not limited to) in the associate handbook.
• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meeting is required.
• Upon employment, all associates are required to fully comply with Hotel rules and regulations for the safe and effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel:
• Develop and maintain rapport with key community contacts to ensure a visible presence in the community.
• Be a leader and a role model to all associates.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Report to work on time
• Maintain effective communication through the use of meetings and memorandums
• Be available to help all departments in emergency situations
• Perform other assignments as directed by ownership
Safety and Security:
• Be knowledgeable of policies regarding emergency procedures and security concerns
Specific Job Knowledge, Skills and Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Most tasks are performed in a team environment with the associate acting as a team leader. There is minimal direct supervision
• Desire to participate as a part of a team.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Extensive knowledge of sales skills.
• Ability to assess/evaluate other associates’ performance in a fair and consistent manner.
• Extensive knowledge of revenue management.
• Ability to supervise, train, motivate multiple levels of manager.
• Knowledge of hotels and competitive markets
• Participate in the development of short and long term financial and operational goals of the hotel.
• Ensure that guest satisfaction is consistently obtained and maintained.
• Possess advanced knowledge of the principles and practices within all hotel disciplines, including experiential knowledge for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance.
• Ability to apply supervisory/management (soft) skills
• Extensive knowledge of the hotel, its services and facilities.
• Ability to maintain compliance with all local, state and federal laws and regulations.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA
• CPR Certification
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. This includes traveling to and from meetings and may include air travel. Length of time of these tasks may vary from day to day and task to task.
• Most tasks are performed independently or in a team environment with the associate acting as a team leader. There is minimal direct supervision.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Must be able to push and pull carts and equipment weighing in excess of 250 lbs in an emergency
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.
Bachelor’s degree preferably in Hotel/Restaurant or Business Administration, or equivalent education/experience required. Minimum of six years’ hotel management experience required. CPR Certification
All associates must maintain a neat, clean and well-groomed appearance per Hotel Standards
This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.