Director of Operations

Overview

Support General Manager in managing all aspects of the Rooms (Front Office, Guest Services, Housekeeping / Laundry, Valet and Security), Food and Beverage (Third Party Operator), 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.
• Develop and execute the Room’s division budget and revenue forecasts. Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
• 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; staff 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

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.

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