Director of Operations

Director of Operations

The Jay, Autograph Collection, San Francisco's newest luxury life-style hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. The word "Jay" in Latin means "to celebrate", hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a "friend-in-the-know" when it comes to engaging our luxury life-style guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco's Embarcadero / Jackson Square / FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel's history you should be part of it!

Support General Manager in managing all aspects of the Rooms, Food and Beverage, Financing, Sales and Marketing, and Repairs and Maintenance Departments to achieve the guest satisfaction scores, operating and financial goals of the owner. Act as General Manager in his / her absence when necessary.

Essential Duties and Responsibilities

Lead all operational managers to success on daily, weekly, monthly, and annual action plans related to property strategic plan.

Plan, organize, facilitate, attend, and / or participate in various hotel and departmental meetings. Ensure compliance of brand standard operating procedures and policies.

Develop and manage execution of Rooms division budgets and revenue forecasts. Develop and implement controls for expense management. Ensure staff is utilizing labor management tools to schedule and control labor costs.

Interview, hire, train, develop, recommend performance evaluations, resolve problems, and recommend discipline and / or termination when appropriate of staff members.

As a member of the Executive Committee for the property, the Director of Operations is expected to help create and execute the financial objectives of the hotel.

Supervise all Rooms Department Managers on daily, weekly, monthly, and annual action plans related to strategic property plans.

Communicate, both verbally and in writing, to provide clear directions to staff. Maintain & develop The Jay SOP Library.

Ensure adherence to The Jay's standards, policies, and procedures.

Review activities and conduct weekly property inspections in areas of responsibility to ensure desired standards of quality, service, cleanliness, and controls are maintained. Direct corrective action where required.

Ensure the weekly Guest Satisfaction Index meetings are effective and closely collaborate with Director of Front Office.

Provide support to the operational team through direct "on the floor' presence during key times of the day.

Create personalized experiences for guests and drive the story of The Jay through engagement. Oversee the "Guest Journey / Experience" at all levels, including through direct engagement with Room's Team, Sales & Marketing Team, and 3rd Party F&B Operator.

Oversee all aspects of the LAZ Parking Contract. Monthly forecasting, P&L analysis, service "experience" and interactions, cohesive teamwork with Guest Services / Door Staff.

Oversee all aspects of the Security 3rd Party Contract. Monthly forecasting, P&L analysis, service "experience" and interactions, standards, cohesive teamwork with Hotel Team.

Active oversight of Zero Waste Management initiatives.

Ensure a proper image is being maintained by all Division associates with respect to grooming and uniform standards.

Support and participate in all hotel programs, policies, and procedures with special emphasis on the orientation of new associates.

Display fair treatment with respect to disciplinary action and provide supportive documentation.

Prepare all necessary forecasts; to work closely with Reservations, Front Office, and Sales to maximize occupancy, rate, and revenue. Keep all departments notified of any fluctuations in business levels, special guests, groups, etc.

Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale, and guest service.

Develop relationships with clients, return guests, group contacts, etc., to provide maximum, personalized guest service.

Is the Liaison with team to ensure effective and flawless collaboration and communication within the operations so guests and associates needs are timely attended.

Attend to guest comments verbally and written in order to ensure proper attention to follow-up of all inquiries.

Make recommendations for improvements in overall operations with an emphasis on increasing guest satisfaction, revenue, and reducing costs, associates employee development and morale and institute programs to ensure the effectiveness and promotion of this philosophy within the Rooms Division.

Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guests' services while realizing full profit potential.

Display a high degree of professionalism and integrity as befitting a member of management and the Executive Committee.

Respond properly and take a supervisory role in any hotel emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures to the Rooms Division.

Involvement in community support initiatives.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

Qualifications and Skills

Minimum five years of management experience in a luxury hotel environment, preferably in both rooms and F&B.

Bachelor's degree preferred.

Computer literacy and financial management required.

Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.

Able to resolve guest and associate incidents.

Effective verbal and written communication skills.

Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.

Compensation

Salary Range : $121,236.00 - $202,054.00 Annually

Tipped / Service Charge Eligible? No

Discretionary Performance Bonus Eligible? Yes

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.