Director of Operations | JOB DESCRIPTIONJob overview The Director of Operations is responsible for leading, supervising and managing the overall operation of the property in conjunction with the General Manager (GM). They are responsible for providing and ensuring attentive, courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing suite revenue and occupancy. This position assists the GM in day-to-day operations of the hotel and is acting manager in the GM's absence.
Your day-to-day - Interview, select, train, schedule, coach and support associates, ensuring that they perform in accordance with established brand and hotel standards and consistent with LodgeWorks' core values.
- Oversee hotel departments to ensure that the optimal level of service and hospitality are provided to guests.
- Oversee the property accounting functions, including but not limited to accounts payable and receivable, house bank audits, petty cash and tax.
- Tour and visually inspect the property on a daily basis. Monitor cost control, property condition, cleanliness, quality of asset and service throughout the property.
- Maintain regular attendance in compliance with LodgeWorks standards as required by scheduling, which varies according to the needs of the hotel.
- Act in the capacity of Manager on Duty in their absence.
- Maintain current licenses and permits as prescribed by local, state and federal agencies.
- Oversee vendor and personnel contracts throughout the hotel.
- Check all guests in and out in a confident, professional and personalized manner.
- Ensure compliance of brand standard operating procedures and policies.
- Maintain and update personnel and payroll records in compliance with LodgeWorks' policies and procedures.
- Prepare and submit all reports to the GM and corporate management as requested and according to scheduled due dates.
- Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
- Be familiar with all LodgeWorks and brand polices and hotel rules, as well as hotel terminology.
- Ensure guest privacy and security by correctly following LodgeWorks procedures.
- Ensure that all staff report to work as scheduled; document any late or absent employees.
- Remain calm and alert, especially during emergency situations and heavy hotel activity, serving as a role model for the team and other associates.
- Conduct monthly one-on-one meetings, as well as departmental meetings.
- Provide a safe working environment in compliance with OSHA and MSDS.
- Monitor, direct and coordinate effective sanitation, cleanliness and organization efforts in food and beverage operating areas.
- Assist and approve department manager scheduling based on forecasted occupancy.
- Foster professional working relationships and promote open lines of communication with managers, employees and other departments by scheduling regular meetings.
- Proactively address guest concerns by ensuring appropriate, accessible and convenient amenities and service offerings.
- Support assigned departments to achieve financial and business plan goals and expectations in accordance with established operating budget, monitoring progress monthly and implementing controls for expense management.
- Know, maintain and communicate hotel emergency procedures; inform and assist guests and operations in emergencies.
- Identify operational performance, productivity and efficiency gaps and develop measures to correct those deficiencies.
- Assist in any other task or duties as requested by management.
Who you are - A team player with a heart for hospitality.
- Entrepreneurial at heart and innovative in mind.
- A long-term thinker.
- Customer-focused, with guests, clients and employees at the forefront of your thinking.
- Nimble and able to adapt to change quickly.
- Committed to sharing and togetherness and value the family mindset of our organization.
- Aware that a good reputation is a huge asset to a hotel and committed to being a representative of that great reputation.
- An excellent communicator.
- Naturally curious and value listening to solve problems.
- Comfortable following directions, guidelines and work objectives.
- Capable of exerting up to 40 pounds of force occasionally.
- Capable of standing for an entire shift or for an extended amount of time.
- Capable of reaching overhead, utilizing both hands, leaning over, stooping and kneeling.
- A plus: Practiced, with five years' related experience in hospitality or a service industry.
- A must: Eager to be part of a great work culture and team.
- Required to have or obtain NYC FLSD Certification. (NYC only)
- Required to have NYC Food Handlers Protection Certification (NYC only)
Benefits We are proud to offer competitive wages and the following benefits for full-time employees:
- PTO
- Hotel and restaurant discounts available at select LodgeWorks properties
- Health, vision and dental benefits
- 401(k) plans with matching contributions
- Paid holidays
- Short-term and long-term disability (company sponsored)
- Referral bonuses
- Flexible spending accounts
