Director of Operations

Courtyard Durham Duke University/Downtown; Durham (NC); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Healthcare including Medical, Dental,

Vision Insurance

HSA & FSA plans

Dependent care FSA

Identity Theft Protection Insurance

Commuter benefits including transit &

Pet Insurance

PTO and Payroll Incentives

Employee Assistance Program

Wellness Subscriptions

Paid Sick and Vacation Time

Family Leave

401(k) Retirement plan

Incentive based bonus

Free room nights

Employee discounts

Team Member recognition

Tickets at Work discounts

Career Growth programs

Referral bonus program

Job summary

Island Hospitality in Durham seeks a Director of Operations to oversee Housekeeping and Front Desk, driving guest satisfaction and service quality across departments. You will ensure the front desk runs smoothly, standards are met or exceeded, and guest interactions reflect the brand.

This role requires flexible scheduling, strong leadership, HR oversight including recruiting and training, and the ability to coordinate with sales, security and food & beverage to maximize occupancy and

Qualifications

• Experience supervising housekeeping and front desk operations.
• Proven ability to manage guest service and quality standards.
• Ability to create schedules aligned with budgets.
• Strong leadership and HR responsibilities experience.
• Strong problem-solving and customer service skills.
• Knowledge of cash handling, vouchers, inventories and receivables.
• Able to guide local attractions and guest information.

Responsibilities

• Supervise Housekeeping and Front Desk departments.
• Ensure guest satisfaction and product quality standards.
• Coordinate check-in/check-out procedures and guest services.
• Prepare team member schedules in line with budgets.
• Oversee training, recruitment, onboarding, performance reviews.
• Work with other departments to ensure smooth operations.
• Monitor daily bookings and manage oversell situations.
• Inform guests of hotel services and amenities.
• Assist with financial controls and procedures.

Skills

Hotel operations

POS & PMS systems

Multitasking

Customer service

Staff training

Problem solving

Stress management

Driver's license

Tools

POS/PMS Systems

Job description

Description

As our Director of Operations, you will supervise the Housekeeping and Front Desk Departments. You will be responsible for ensuring the overall success of the front desk, guest satisfaction, and product quality standards are being met or exceeded.

This position may require flexible scheduling availability.

Requirements

Job Requirements:

• Ensure that departments achieve or exceed guest's service expectations


• Prepare team member schedules in accordance with budgets and business forecasts


• Ensure hotel staff is training in financial control procedures for cash, vouchers, inventories, and receivables and that the procedures are regularly followed


• Recommend local attractions and restaurants for guests to visit


• Inform guests of all hotel services and amenities


• Assist check-in/check-out procedures, telephone procedures, hotel amenities, and computer systems


• Manage human resources functions including recruiting, hiring, onboarding, performance evaluations, training, and disciplinary actions


• Work with other departments to ensure operations are running smoothly in tandem with one another


• Monitor daily bookings to coordinate with the front desk team and guests when the hotel is oversold on specific room types

Job Qualifications:

• Ability to operate hotel POS and PMS Systems


• Ability to multitask, prioritize and manage time


• Highly motivated team player with strong initiative and desire for achievement


• Must be effective in handling problems in the workplace including anticipating, preventing, identifying, and solving problems as necessary


• Ability to work well in stressful situations


• Readily available and approachable for all guests while providing excellent guest service


• Valid Driver's License is preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance


• HSA & FSA plans available!


• Dependent care FSA


• Identity Theft Protection Insurance Commuter benefits including transit & parking


• Pet Insurance


• PTO and Payroll Incentives for Annual Wellness Exams


• Employee Assistance Program


• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services


• Paid Sick and Vacation Time


• Family Leave


• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program


• Free room nights at our hotels and employee discounts within your hotel brand


• Discounts for friends and family within your hotel brand


• Team Member recognition and bonus


• Discounted tickets to theme parks, musical, movies, and more through Tickets at Work


• Career Growth through our in-house training program with a path personalized to your desired goals
  
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.