Director of Operations

The Director of Operations will support the General Manager in managing the Rooms and Banquets departments to achieve the guest satisfaction scores, operating and financial goals of the hotel. Act as General Manager in his/her absence when necessary. This position requires strong leadership skills by those who are not afraid to be imaginative or inspired. You'll need an ability to create a motivating work environment driving our whatever it takes attitude. Have a strong passion for excellence and guest service. Strive to continuously evolve and improve your staff performance in order to provide a Four Diamond level of service for all guests each and every day.

Duties and Responsibilities

Responsibilities include, but are never limited to:

• Represent the hotel in a positive manner at all times.
• Understand and maintain Four Diamond Rating and brand standards and requirements.
• Recruit, coach and counsel department managers in the efficient operations of their respective areas.
• Oversee the Rooms Division primarily encompassing Front Office, Housekeeping, Valet, Bellman, maintenance, and Hotel Security.
• Supervise department managers to ensure the adherence to policies and procedures, delegation of duties, daily property inspections and willingness and ability to engage in effective communication with corporate office staff and owners.
• Inspect guests' rooms, public access areas and outside grounds for cleanliness and appearance.
• Resolve customer complaints or potential problems by reviewing and monitoring guest complaints, operational issues, and business flow and team member performance to ensure the highest level of service for every guest.
• Actively resolve problems, provide open communication processes, discipline and take corrective actions, as appropriate.
• Oversees Hotel GSS Scores, Greets VIP's, amenities, and Special Guest Events.
• This position acts as the voice of the guest.
• Support all training programs and encourage on-going development for managers and employees.
• Responsible for ensuring the hotels continued success in the Marriott Quality Audit (QA) program.
• Demonstrate financial responsibility by monitoring budgetary guidelines.
• Work with the sales team to ensure top line goals are met through upselling and last sell programs.
• Manage all hotel reviews on platforms such as Trip Advisor, Google and Medalia.
• Exemplify the hotel's Standard Code of Conduct and all other regulations established by management and Employee Handbook.
• Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
• Monitors and controls labor expense, and other divisional expenses such as supplies and equipment.
• Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.
• Assists in preparing business forecasts. Helps prepare annual budget for the rooms division.
• Creates initiatives that encourage employee development, training and career growth within the Rooms Division.
• Plays an active role in the Executive Committee, providing leadership and support to the hotel operational and non-operational departments.
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.
• Conduct developmental manager performance reviews, actively resolve problems, provide open communication processes, discipline and take corrective actions, as appropriate.
• Maintaining high visibility with associates and guests
• Perform accounting functions, including daily deposits per standard operating procedures.

• At least (4) four years' experience working in hotel management
• Bachelor's degree preferred
• Food Sanitation Certificate preferred
• Experience managing to brand standards
• Strong Microsoft Office suite and reporting system skills
• Have a strong passion for excellence and guest service
• The ability to interact with all levels and departments within the hotel
• Capable of multi-tasking and working in a fast-paced environment
• Professional appearance and attitude
• Ability to work a flexible schedule
• Ability to maintain composure in stressful situations

A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.
SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment and online and in person engagement.
Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.