Director of Hotel Operations - Requisition #381233

Infor; Temecula (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading hospitality company in California is seeking a Director of Hotel Operations to manage various departments including Front Desk and Guest Services. The ideal candidate will have significant experience in the hospitality industry, including leadership roles, and be responsible for ensuring the highest levels of guest satisfaction. Knowledge of industry standards, excellent communication, and organizational skills are essential for success in this role. Competitive compensation and opportunity for advancement are offered.

Qualifications

• 7+ years related experience in the hospitality industry is preferred.
• Ability to make decisions based on previous experience and good judgment.
• Must qualify to obtain and maintain a class 'A' gaming license.

Responsibilities

• Direct, manage and coordinate activities of multiple departments.
• Ensure high guest satisfaction in service delivery.
• Monitor workload and make staffing recommendations.

Skills

Organizational skills

Prioritization

Mathematical skills

Communication skills

Ability to work under stress

Customer service

Education

Bachelor's degree in Hospitality Management

Job description

GENERAL SUMMARY

The Director of Hotel Operations promotes and maintains the utmost integrity and the highest caliber of guest service to all guests within the Hotel operation. This position also directs, manages and coordinates the activities of the Front Desk, PBX, Guest Services, Reservation, Wardrobe, Retail and Housekeeping Departments thru the management level.

FOUR DIAMOND SERVICE AGREEMENT

All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).

KEY RESPONSIBILITIES

• Effectively deal with internal/external guests and to identify and resolve guest concerns.
• Ensure high guest satisfaction in the delivery of services.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.
• Resolve guest concerns and complaints by conducting thorough investigations and determining the most effective solutions.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe staff performance and create a work environment that fosters the professional development and growth of Team Members.
• Monitor workload and make staffing recommendations accordingly.
• Listen and respond to guest inquiries in a positive and articulate manner. Answer questions and offer assistance by providing accurate information on any services relating to front desk operations.
• Collaborate with other departments on service delivery issues and guest expectations recognizing the interdependencies that exist and the impact of actions and decisions on other departments.
• Supervise staff, including recruitment, training, counseling, performance evaluation and discipline.
• Develop and recommend short and long-term goals, establish and implement specific strategies to achieve the goals.
• Develop, recommend and implement policies and procedures and ensure all guidelines are being followed.
• Develop, recommend and implement department’s standards and improvements to standards that support the business plan and ensure guest satisfaction.
• Prepare, recommend and implement budgets, monitoring progress throughout the year and taking corrective action as necessary.
• Research and recommend new products, automation and services to improve operations and overall service delivery.
• Prepare a variety of operational reports for management review.
• Prepare a variety of letters, memoranda and reports.
• Knowledge of labor related legislation, such as the Employment Standards Act, Occupational Health and Safety Act, Human Right's and applicable collective agreements, Human Resources policies and procedures sufficiently to ensure correct application and adherence in the supervision of staff.
• Familiar with all safety and emergency procedures.
• Maintain favorable working relationships with all departments and Team Members, to foster and promote a cooperative and harmonious work environment.
• Ensure the workplace is maintained in a clean and safe manner.
• Other duties as assigned.

ACCOUNTABILITY

The Director of Hotel Operations has managerial responsibilities including, departmental hiring, corrective action, terminations, Team Member relation issues, forecasting and budgeting. The Team Member is responsible for protecting the assets of PRC.

DEPARTMENTS

• Guest Services
• VIP Check In
• Front Desk
• Hotel Concierge
• Front Services
• Call Center
• Hotel Housekeeping
• Valet Parking
• Transportation
• VIP Transportations
• Property Shuttle Buses

QUALIFICATIONS AND GUIDELINES

EDUCATION/EXPERIENCE/TRAINING

A High school diploma or general education degree (GED) and a Bachelor's degree (B.A.) preferably in Hospitality Management; at least seven years related experience in the hospitality industry; or any combination of education, training or experience that provides the required knowledge, skills and abilities is preferred to successfully perform this job.

COMMUNICATION SKILLS

This position requires the ability to provide clear direction, instruction and guidance. Attend a variety of meetings and conduct staff meetings to ensure timely and effective communication.

MATHEMATICAL SKILLS

This position requires mathematical skills necessary to complete management forecasts and payroll controls.

REASONING ABILITY

This position requires the ability to make decisions and take action based on previous experience and good judgment revising procedures to accommodate unusual situations when required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must qualify to obtain and maintain a class “A” gaming license.
• Ability to obtain/renew all required licenses or certificates.

SKILLS/ABILITIES

• Ability to organize and prioritize work in order to meet deadlines.
• Ability to learn the property’s management systems.
• Sufficient manual dexterity of hand in order to use computer keyboard and calculator.
• Ability to walk and stand 80% of shift.
• Ability to maintain attendance in conformance with standards.
• Ability to maintain a neat, clean and well-groomed appearance.
• Good attitude and professional demeanor.
• Make eye contact while speaking.
• Ability to work under stressful situations.
• Mental strong and able to cope with many challenges.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.