Assistant Director of Operations

Summary:

The responsibilities include assisting in overseeing any area in the Rooms Division and F&B. This can include the front office staff, guest services, housekeeping and laundry. The responsibilities include assisting in the overseeing of the entire Rooms Division and F&B Division with the help of the General Manager. Duties may also include training, staff development and scheduling.

Salary Range: $80,000- $110,000

• Analyzes service issues and identifiestrends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Managing Revenue Goals

• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results. Managing the Guest Experience

• Reviews guest feedback with 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.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.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 all departments (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Qualifications:

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• 2-4 years of progressive hotel Rooms Management experience
• Service oriented style with professional presentations skills
• Hotel/Hospitality degree an asset
• Hyatt Experience preferred
• Union Experience preferred
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills
• Eligible candidates must have schedule flexibility.