Director of Operations

remingtonhotelscareers; Buffalo (NY); On-site; USD 85,000 - 103,000; Full time

Job summary

Remington Hotels is seeking a Director of Operations to lead guest contact departments, guide department heads, and drive outstanding guest experiences. You will oversee budgeting for operations, monitor room-related systems, and ensure check-in/check-out procedures run smoothly.

You will communicate with guests and staff, coordinate marketing initiatives and housekeeping requests, and participate in executive and safety meetings.

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

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

Experience in hotel operations and accounting management, computer experience on a PMS system, and working knowledge of manual front desk procedures, including leadership experience in management role.

High work ethic, self-initiative , independent judgment

Proven customer service and problem solving experience

Regular attendance

Proven experience in a high pressure, sometimes stressful environment

May be required to work varying schedules to reflect the business needs of the property

Focus and maintain attention to multiple tasks, and meet deadlines despite frequent interruptions

Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

Stand, sit and walk for varying lengths of time, often long periods of time

Bend, stoop, squat and stretch

Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques

Push and pull carts weighing up to fifty (50) pounds

Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork

Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability

Direct evacuations in an emergency.

• Physical Requirements (In-Office Role)
• Ability to work in a standard office environment.
• Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
• Occasional standing and walking throughout the workday.
• Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
• Ability to communicate effectively verbally and in writing.
• Occasionally required to stand, walk, bend, reach, or carry items.
• Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
• Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
• Ability to hear and participate in conversations and meetings, use phone and/or headset
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.