DIRECTOR OF OPERATIONS

San Diego, CA, United States

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experience to each and every guest. Hyatt is a place where high expectations are not just met – they are exceeded.

Andaz San Diego is seeking a dedicated, professional, customer-service oriented individual to join the team as Director of Operations.

In this leadership role the Director of Operations will report to the hotel's General Manager and will work with other leadership committee members to ensure high guest satisfaction scores in line with company targets, drive colleague engagement, and lead operations to achieve hotel benchmarks.

As a member of the leadership committee, your responsibilities include:

Overseeing all operations departments, especially Rooms and Food & Beverage divisions

Coaching and developing managers to motivate and engage their teams

Implementing retention strategies to retain top talent

Maintaining clear communication with the GM through regular briefings

Leading short and long-term operational planning and optimization

Playing an active revenue management role; soliciting local business leads

Directing F&B operations including menu development, inventory, forecasting

Monitoring industry and competitors to evolve offerings over time

Assisting with hiring, onboarding, training, performance reviews

Fostering associate satisfaction through company culture initiatives

Resolving escalated guest complaints to protect brand reputation

Ensuring health code regulations and Hyatt service standards are met

Managing Profitability and Revenue Goals:

Analyze service issues and identifies trends to inform operations strategy.

Develop and lead execution of Rooms and F&B operations strategies aligned with brand business goals.

Review and audit expenses including departmental profits, payroll, cost per occupied room to optimize financial performance.

Conduct weekly meetings with operations managers to discuss business performance.

Prepare monthly, quarterly, and annual financial forecasts for Rooms and F&B.

Authors annual capital expenditures proposal and report.

Monitor Rooms and F&B sales versus budget and identifies root causes for gaps.

Assess weekly and monthly P&L statements compared to budget and address underperformance.

Coach operations teams to effectively manage occupancy rates, average daily rates, wages, and controllable expenses.

Compare budgeted to actual wage expenses, addresses opportunities with managers, and holds them accountable to goals.

Providing Exceptional Customer Service:

Communicates key drivers of guest satisfaction and service standards for brand's target guest.

Leads by example on delivering excellent customer service across all touch points.

Reviews guest feedback, satisfaction scores with team and addresses root causes.

Coordinates communication of event details to guests and operations teams.

Creates atmosphere across Rooms Division that meets or exceeds expectations.

Handles escalated guest complaints and problems through to resolution.

Uses expertise and judgment to enhance guest experiences.

Remains available to suggest alternatives and solve emerging guest issues.

Interacts with guests regularly to solicit feedback on service and quality.

Visible on property to connect with guests and gain real-time feedback.

Integrates guest feedback into continuous improvement action plans.

Emphasizes guest satisfaction in all departmental meetings.

Sets clear expectations with team on duties and service parameters.

Monitors and handles guest complaints.

Anticipates sold-out dates, assists with locating alternate guest accommodations as needed.

Reviews group resumes, follows up across departments to ensure arrival readiness.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Hyatt has the best to offer including:

Paid holidays

Vacation and sick leave

Medical health care after 30 days of Full Time employment

401k and company match after 1 year of service

Paid Family Bonding time and Adoption Assistance

Discounted and complimentary rooms at Hyatt locations across the globe

Free colleague meals during shifts

and many more

Hyatt is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender

The salary range for this position is $116,900 to $181,200. This is the pay range for this position that Andaz San Diego reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

This is not your typical career opportunity. This is the Hyatt Touch.

Qualifications

Qualifications

5+ years overseeing hotel F&B and Rooms operations

Passion for customer service excellence and guest satisfaction

Leadership presence with motivational and coaching abilities

Savvy analytical skills and critical thinker

Entrepreneurial self-starter comfortable with ambiguity

Excellent communicator across all channels

Highly organized with ability to manage multiple priorities

Familiarity with staff management best practices

Proficiency in Microsoft Office and hospitality systems

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