Director of Operations

Remington Hospitality; Buffalo (NY); On-site; USD 80,000 - 108,000; Full time

Job summary

Remington Hospitality is seeking a Director of Operations to lead key guest contact departments within the operations division and oversee managers and teams to ensure exceptional guest experiences.

The role emphasizes budget oversight, coordination of housekeeping and front desk procedures, and effective communication with guests and staff across the property. Salary is commensurate with experience.

Qualifications

• Direct the activities of key guest contact departments with guidance to department heads.
• Oversee overall budget approval authority for operational departments.
• Monitor room-related systems to ensure procedures for outstanding guest experience.
• Communicate with guests and team members to answer questions and resolve concerns.
• Coordinate marketing initiatives, site visits, and housekeeping requests impacting operations.

Responsibilities

• Ensure guest reservation policies, standards and procedures are met.
• Resolve any complaints or challenges in a timely manner.
• Ensure housekeeping procedures are followed and issues are resolved promptly.
• Oversee check-in/check-out procedures and related issues.
• Manage the Manager on Duty program, including weekend stayovers and monitoring.

Job description

Position Summary: The Director of Operations is responsible for the direction and oversight of key guest contact departments within the operations division, their managers and their team members.

Core Responsibilities:

• Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads.
• Responsible for overall budget approval authority for operational departments.
• Monitor all room related systems that impact the guest directly, to ensure proper procedures are in place and followed, which allow for an outstanding guest experience.
• Communicate with guests and team members both verbally and in writing to answer questions and resolve concerns.
• Facilitate the coordination of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by hotel operations of procedures that may have potential impact.
• Ensure guest reservation policies, standards and procedures are met.
• Ensure the effective resolution if any complaints, challenges occur.
• Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
• Ensure guest check in/checks out procedures are efficiently followed and any issues immediately resolved.
• Manage and administer the Manager on Duty program, requiring weekend stayover and constant monitoring throughout the hotel and troubleshooting issues.
• Participate in property MOD program, weekly staff meetings, weekly Executive Committee meetings and safety committee meetings.
• Understand and apply the applicable Franchise and management's Standard Operating Procedures.
• Assist with Human Resource's functions including but not limited to employee relations, recruiting, on-boarding, counseling and compliance.
• Perform other duties as assigned

Annual Salary : $94k