Dir-Operations-C
Role Overview
Strategic business leader for the property's hotel operations, potentially covering Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance.
Works with department heads to implement departmental strategies and brand initiatives, meet brand standards, satisfy customers and employees, grow revenue, and maximize financial performance.
Develops property-wide strategies that meet or exceed customer and employee expectations and provide a return on investment.
Key Skills for This Role
Full Job Posting
Role overview
Strategic business leader for the property's hotel operations, potentially covering Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance.
Works with department heads to implement departmental strategies and brand initiatives, meet brand standards, satisfy customers and employees, grow revenue, and maximize financial performance.
Develops property-wide strategies that meet or exceed customer and employee expectations and provide a return on investment.
Education and experience
- Either a two-year degree in Business Administration, Hotel and Restaurant Management, or a related major and four years of related professional experience; or a four-year bachelor's degree in a related major and two years of related experience.
- Relevant experience areas include guest services, front desk, housekeeping, sales and marketing, and management operations.
Profitability and revenue
- Communicate guest satisfaction drivers, analyze service issues and trends, and make decisions that advance property goals.
- Develop and execute an operational strategy aligned with the brand's business strategy.
- Monitor hotel operations sales against budget and review reports and financial statements.
- Coach teams on occupancy, rates, wages, and controllable expenses; compare budgeted and actual wages and hold direct reports accountable.
Operations and guest experience
- Champion the brand's service vision and align hotel leadership teams around product and service delivery.
- Develop systems to help employees understand guest satisfaction results and communicate departmental goals.
- Review guest feedback, ensure corrective action, and respond to guest problems and complaints.
- Engage customers regularly for feedback and create Rooms and Food and Beverage environments that meet or exceed expectations.
People leadership
- Facilitate solutions and ongoing improvements to guest satisfaction, and ensure employees are treated fairly.
- Maintain regular operations communication, model desired service behaviors, and include guest satisfaction in staff meetings.
- Set direct-report goals, conduct performance reviews, solicit employee feedback, and address employee concerns.
- Administer policies and disciplinary processes consistently, conduct annual appraisals, and implement brand and regional initiatives.
About The Luxury Collection
The Luxury Collection describes a portfolio of more than 120 properties in over 35 countries, focused on authentic destination experiences and luxury hospitality.
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