Hilton Palacio del Rio - Director of Hotel Operations

ABOUT US

At Zachry Hotels, we are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:

Every Person Matters

Together We Can Do Great Things

This Is More Than a Job

BENEFITS

• Company paid short-term and long-term disability.
• Medical, dental and vision insurance
• Fidelity 401K retirement plan with employer matching up to 6% of contribution
• Hilton Hotel Travel Discount Program
• Paid Time Off (PTO)
• Free Meal
• Free annual VIA bus pass
• Incentive Bonus
• Referral Bonus Incentive Program
• Team Member Assistance Program

JOB PURPOSE

Assists the General Manager in the administration of the hotel by directing staff efforts toward customer satisfaction, team member productivity and hotel profitability. Primary focuses are service quality, operational efficiency, brand standards, guest satisfaction, and Stay Experience scores.

ESSENTIAL FUNCTIONS

• Observes staff performance, conducts various evaluations such as room inspections, and coordinates action plans for all areas found deficient. Tracks progress and follow up to ensure all areas meet or exceed established standards. Oversees the Brand Standards audit and follows up with all relevant areas to ensure compliance.
• Implements and manages hotel's daily quality process including goal communication, staff member empowerment, compliance with Hilton Brand Standards, service recovery, and problem prevention. Disseminates feedback from guests, guest satisfaction and service failure measurements, and coaches accordingly. Ensures efficient communication to all operations team members.
• Coaches, motivates and develops all managers and team members. Coaches and counsels managers on profitability assessment and staffing procedures.
• Manages and reviews daily, weekly and monthly department budgets and costs.
• Organizes, conducts, and/or participates in scheduled meetings held throughout the hotel. Coordinates efforts to provide follow-up on action items established at each meeting.
• Coordinates major capital projects and property improvement plan (PIP) involving various departments and provides guidance until project completion. Implements processes in a timely fashion and follows up with appropriate parties to ensure deadlines are met.
• Coordinates services with outside suppliers, vendors, travel agencies, and event planners.
• Participates in weekly forecasting and scheduling activities.
• Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General Manager's review.
• Other duties as assigned.

SUPPORTIVE FUNCTIONS

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• Ensures that all guest interactions meet the highest level of service and warm welcome/departure for all guests.
• Use of KIPSU and HOTSOS systems to promote productivity, guest satisfaction and performance accountability
• Assists in the administration of succession planning.
• Participates in and maintains active community relations.

SPECIAL SKILLS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential function for the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to stand, walk and continuously perform in all work areas.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Practical knowledge in the application of a personal computer for the purpose of storing, developing, and analyzing information.
• Considerable knowledge in all areas of hotel management. Requires the exercise of considerable managerial skills as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organizational development, and coordination of large scale work projects.
• Demonstrated ability to initiate, complete and finish tasks and projects.
• Ability to provide focus, counsel and direction to all direct reports and managers.
• Ability to deal effectively with internal and external team members, who may require a high level of patience, tact and diplomacy to defuse anger, resolve conflicts and collect accurate information when providing positive and proactive solutions.
• Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error (i.e. budgets, forecasting, etc.).
• Hearing and visual ability to observe performance and detect signs of emergency situations and respond with the proper action.
• Ability to effectively communicate in English with employees and customers, understand reports and related correspondence, and accurately perform all essential job functions.
• Ability to develop and implement improvement programs.

EDUCATION AND EXPERIENCE

• Four year college degree preferred.
• Minimum of ten (10) years hotel experience including seven (7) years supervisory experience.

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at
Phone: 210.270.0772

Equal Opportunity Employer, including disabled and veterans.

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