Director Of Operations

Hyatt Corporation; Florida; On-site; USD 95,000 - 145,000; Full time

Job summary

Hyatt Hotels Corporation is seeking a senior hotel operations leader to drive profitability and guest satisfaction across properties. You will analyze service issues, develop aligned operational strategies, and lead teams to achieve brand goals.

You will oversee revenue management, wage controls, and staff development while maintaining a focus on guest experience, service delivery, and continuous improvement.

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services/front desk/housekeeping/sales and marketing/management operations or related area.
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in guest services/front desk/housekeeping/sales and marketing/management operations or related area.

Responsibilities

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Develops an operational strategy aligned with the brand’s business strategy and leads its execution.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to manage occupancy, rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages; coaches direct reports and holds team accountable.
• Champions the brand’s service vision for product and service delivery and aligns hotel leadership teams.
• Develops systems to help employees understand guest satisfaction results.
• Communicates clear departmental goals to produce desired results.
• Reviews guest feedback with leadership and ensures corrective action.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers to obtain feedback on quality and satisfaction.
• Creates an atmosphere in Rooms and F&B that meets or exceeds guest expectations.
• Facilitates creative HR solutions to improve guest satisfaction results.
• Ensures fair and equitable treatment of employees.
• Ensures ongoing communications in Operations (pre-shift briefings, staff meetings).
• Fosters commitment to service, participates in stand-up meetings and models desired service behaviors.
• Incorporates guest satisfaction into staff/operations meetings to drive improvements.
• Sets goals and expectations for direct reports using performance reviews and holds staff accountable.
• Solicits employee feedback, maintains open-door policy and addresses concerns.
• Ensures property policies are administered fairly; handles disciplinary procedures per SOPs/LSOPs.
• Conducts annual performance appraisals with direct reports.
• Champions change and communicates follow-up actions to the team as needed.

Education

2-year degree in Business Administration/Hotel and Restaurant Management

4-year bachelor's degree in Business Administration/Hotel and Restaurant Management

Job description

Close Inclusive Collection Job Postings Notification

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4years experiencein the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.OR
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2years experiencein the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Core Work Activities

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Managing Revenue Goals

• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Leading Operations and Department Teams

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

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