DIRECTOR OF OPERATIONS

Baltimore, MD, United States

Summary

The Director of Operations reports directly to the General Manager and is responsible for oversight of all operational aspects of the hotel. In the absence of the General Manager, the Director of Operations shall oversee all aspects of the hotel's operation.

Responsibilities:

Functions as the strategic business leader of the property's Hotel Operations

Areas of responsibility may include Front Office, Security, Housekeeping, Laundry, Food and Beverage, Stewarding, Banquets and Event Set Up.

Position works with direct reports (Assistant Directors and Department Heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives

The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance.

Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment

Managing Profitability

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer

Analyzes service issues and identifies trends

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution

Managing Revenue Goals

Monitors hotel operations sales performance against budget

Reviews reports and financial statements to determine hotel operations performance against budget

Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses

Reviews the Wage Progress Report and compares budgeted wages to actual wages

Coaching direct reports to address problem areas and holding team accountable for results

Leading Operations and Department Teams

Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams

Develops systems to enable employees to understand guest satisfaction results

Communicates a clear and consistent message regarding departmental goals to produce desired results

Managing the Guest Experience

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

Responds to and handles guest problems and complaints

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations

Managing and Conducting Human Resources Activities and compliance

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Ensures employees are treated fairly and equitably

Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees

Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance

Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures

Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary

We offer excellent benefits:

Medical, Dental and Vision Insurance after only 30 days

Free room nights, Discounted and Friends & Family Room Rates

Discounted F&B when staying at Hyatt Hotels

401(k) Retirement Matching Plan (up to 4%)

Paid Time Off including new child leave!

Highly competitive salaries and incentives

Tuition Reimbursement

Training programs

Complimentary Employee Meals

Employee Stock Purchase Plan

Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more

Qualifications

Qualifications – External

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major

4 years' experience in the guest services, front desk, housekeeping, management operations, or related professional area

2 years' experience as Department Head in full-service hotel

Proven ability to lead and motivate large teams

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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