Functions:

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. Position works with direct reports (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, maximizes the financial performance of the department, and develops positive owner relations. 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 provide a return on investment.

Education and Experience:

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, sales and marketing, management operations, or related professional area. 4-year bachelor's degree: in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES:

1. 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 the property moving forward toward achievement of goals.
2. 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.
3. 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.
4. Managing the Guest Experience: Reviews guest feedback with the 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.
5. Managing and Conducting Human Resources Activities: 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).

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