Position Summary - Salary Range $160,000 - $180,000 DOE
The Director of Operations serves as a strategic business leader of the property's Hotel Operations. Primary areas of responsibility include: Rooms Division (Front Office, Bell, Concierge, PBX, Housekeeping, Engineering) as well as Condo Owner Relations, Safety and Loss Prevention and Spa. This role provides leadership to department heads and drives financial profitability of resort operations.
Essential Functions- Must adhere to the company's Service culture - 4 Keys to creating guests for life.
- Must participate in all resort required meetings and trainings.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/business attire and nametag.
- Own operations P&L performance for all areas of responsibility.
- Develop annual budgets, forecasts, and capital plans in partnership with finance.
- Analyze financial results, identify performance gaps, and implement corrective action plans.
- Ensure all venues deliver consistent brand identity, storytelling, and service execution across the operation.
- Monitor guest satisfaction scores, social sentiment, and feedback channels; implement targeted improvement plans in collaboration with property leadership.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Lead training initiatives focused on service excellence, safety, and brand standards.
- Motivate, coach and counsel all team members according to resorts practices.
- Oversee front desk operation and ensure guest experience is aligned with the company's service culture.
- Monitor Rooms Operations team to ensure guests receive prompt, cordial attention, and personalized service.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
- Complete the monthly reforecast.
- Monitor labor expenses through schedule approval process and ensure budgeted productivity.
- Maintain compliance with Silverado Resort policies, standards and regulations to ensure safe and efficient operation of the resort.
- Abide by all resort policies and safety rules.
- Perform other duties as requested by management.
Qualifications- At least 4 years of experience managing hotel operations (including all Rooms Divisions, Security, Property Engineering and Spa) is required.
- Must be able to multitask and possess strong communication and interpersonal skills.
- Proficiency in Microsoft Office applications is required.
- Financial Acumen - Must maintain financial performance at Silverado Resort, including budget, forecast and labor and expense management.
- Time Management - Must maintain visible presence and operational leadership at Silverado Resort.
Work Conditions and Schedule- The scope of the position may sometimes require flexible and long hours, including nights, weekend and holiday availability.
- Medium work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Frequently standing/walking.
- While performing this job, employees may be exposed to sunlight, heat, and/or wet conditions.
- On occasion the role requires sitting in front of the computer for long periods of time.
- May need to drive company Golf Carts.
Please note this job description is considered to be a general outline of position, and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may be subject to changes or revisions by Silverado Resort at any time with or without notice.
