Description

The Director of Operations will work with and be responsible for multiple room division departments across three hotels and will work with outside contractors and vendors. This self-motivated, proactive, success-driven individual will also be responsible for creating legendary service and increasing service within the hotels with vision that inspires hotel associates to do their best, achieving both product quality and exceptional service standards.

REPORTS TO: General Manager

ESSENTIAL JOB FUNCTIONS:

• Must be hands on and able to jump in when needed and the driving leader in the Operations Department.
• Implement processes and proactively manage hotel’s daily operations with critical detail to quality, communication, associate improvement, compliance with Crescent and Marriott standards of product and performance, service recovery and problem resolution. Disseminate feedback from guest and associate comments, guest satisfaction and service failure measurements and find solutions, implement and coach accordingly.
• Be point of contact for guest issues, leader and mentor for department managers and supervisors. Create strength and foster teamwork within the workplace family.
• Interview, hire, train, contribute to performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct Rooms Division Department Managers in details of work. Observe performance, hold accountable and encourage improvement as needed.
• Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. Be responsible for productivity and incremental revenue obtainment.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Call and/or prepare written correspondence to guests and obtain feedback to implement within hotels. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient guest room issues, etc. Remain calm, alert and empathetic, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Supervise the production, budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Housekeeping, Front Office, Laundry, F&B and Banquets. Work closely with Engineering department to provide a superior product.
• Prepare Forecast expenses and actual results for the Rooms Division.
• Handle significant incidents and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Collaborate with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotels to ensure profitability, consistency and exceptional customer service.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Comply with attendance rules and be available to work as demand dictates in your area of responsibility. Lead by example. Promote team work and a team atmosphere.
• Participate in and lead the MOD program.
• Perform any other job-related duties as asked and assigned.

REQUIRED SKILLS AND ABILITIES:

Must have a minimum of four years progressive experience managing operation departments within hotels. Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Computer skills, including Microsoft Office suite of products and the ability to learn new software quickly. Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action. Multiple property experience preferred.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about- both external and internal. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional and helpful at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something. Open minded and self driven.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

This description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)