Director of Operations - HYATT LI

Position Summary: The Director of Operations is responsible for the direction and oversight of key guest contact departments within the operations division, their managers, and their team members.

Core Responsibilities:

1. Direct the activities of key guest contact departments by giving guidance, leadership, and instruction to department heads.
2. Responsible for overall budget approval authority for operational departments.
3. Monitor all room-related systems that impact the guest directly, to ensure proper procedures are in place and followed, which allow for an outstanding guest experience.
4. Communicate with guests and team members both verbally and in writing to answer questions and resolve concerns.
5. Facilitate the coordination of marketing initiatives, sales site visits, and special housekeeping requests, reservations, etc., to ensure understanding by hotel operations of procedures that may have potential impact.
6. Ensure guest reservation policies, standards, and procedures are met.
7. Ensure the effective resolution if any complaints or challenges occur.
8. Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
9. Ensure guest check-in/check-out procedures are efficiently followed and any issues are immediately resolved.
10. Manage and administer the Manager on Duty program, requiring weekend stayover and constant monitoring throughout the hotel and troubleshooting issues.
11. Participate in property MOD program, weekly staff meetings, weekly Executive Committee meetings, and safety committee meetings.
12. Understand and apply the applicable Franchise and management's Standard Operating Procedures.
13. Assist with Human Resource functions including but not limited to employee relations, recruiting, onboarding, counseling, and compliance.
14. Perform other duties as assigned.

Requirements:

1. Experience in hotel operations and accounting management, computer experience on a PMS system, and working knowledge of manual front desk procedures, including leadership experience in a management role.
2. High work ethic, self-initiative, independent judgment.
3. Proven customer service and problem-solving experience.
4. Regular attendance.
5. Proven experience in a high-pressure, sometimes stressful environment.
6. May be required to work varying schedules to reflect the business needs of the property.
7. Focus and maintain attention to multiple tasks, and meet deadlines despite frequent interruptions.
8. Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times.

Physical Requirements:

1. Stand, sit, and walk for varying lengths of time, often long periods of time.
2. Bend, stoop, squat, and stretch.
3. Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques.
4. Push and pull carts weighing up to fifty (50) pounds.
5. Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork.
6. Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening, and hearing ability and visual ability.
7. Direct evacuations in an emergency.