Director of Operations

ESSENTIAL FUNCTIONS

Managing Profitability and Departmental Budgets

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Reviews financial reports and statements to determine how Operations is performing against budget.
• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Works with direct reports to determine areas of concern and establishing ways to improve the departments' financial performance.
• Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.
• Develops an operational strategy that is aligned with the brand's business strategy and leads its execution.
• Makes and executes key decisions to keep property moving forward towards achievement of goals.

Managing Property Operations

• Strives to improve service performance.
• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Ensures core elements of the service strategy are in place to produce the desired results.
• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

Leading Property Operations Teams

• Establishes a vision for product and service delivery on property.
• Champions the brand's service vision for product and service delivery and ensuring alignment amongst the property leadership team.
• Ensures employees are treated fairly and equitably.

Managing and Conducting Human Resources Activities

• Observes service behaviors of employees and providing feedback to individuals and/or managers.
• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Utilizes an "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Stays knowledgeable of leadership talent in the property.
• Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Maintain compliance of all local, state and federal laws and regulations.
• Participate in the development of short and long term financial and operational goods of the resort.
• Ensure that guest satisfaction is consistently obtained and maintained.

Managing MHG

• Interview, select, train, schedule, and coach department heads and associates, ensuring they perform in accordance with established brand or hotel standards and consistent with MHG core values.
• Manage and lead, with department heads, the day-to- day operations of front office, sales and marketing, housekeeping, engineering and food and beverage.
• Tour and visually inspect property on a daily basis. Monitor cost control, property condition, cleanliness, quality of product, and service throughout hotel.
• Supervise development of and revision to business plan, annual budget, financial reports and annual and monthly forecasts that clearly explain operational effectiveness, trends and variances.
• In conjunction with sales leader, develop and implement sales and marketing plans.
• Critically review reports of occupancy and revenue, partner with revenue management professionals to analyze trends and implement changes to maximize room revenue.
• Maintain positive rapport with associates and customers and communicate regularly with the public, staff, corporate office, and owners.
• Handle associate issues appropriately and in conjunction with human resources following MHG policies.
• Participate in community affairs and maintain positive public image for MHG and outlets.
• Ensure safety practices and procedures are followed and proper emergency and security procedures are maintained.
• Travel to attend corporate meetings, sales trips and serve on committees.
• Monitor quality assurance scores and/or guest feedback and communicate to and train associates accordingly.
• Create specific, measurable, achievable, realistic, and timely action plans to drive culture of guest service and above average GSS score and remedy guest service deficiencies.
• Oversee sales department operations, and regularly participate in sales calls/client visits.
• Participate in Chamber of Commerce and local associations to network with members of the neighborhood/community.
• Perform other duties as requested by management.