Director of Operations | Aloft Scottsdale

Crescent Hotels & Resorts; Scottsdale (AZ); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

401K matching

Competitive salary

Benefits package

Flexible scheduling

Discounts at Crescent properties

Job summary

Crescent Hotels & Resorts seeks a Director of Operations for Aloft Scottsdale, a dynamic lifestyle hotel in a vibrant market. You will lead daily quality, staff development, and guest satisfaction while partnering with the General Manager to drive profitability and service excellence.

Expect a challenging, fast-paced environment with strong focus on team growth, operational standards, and guest experience. This role includes managing Rooms Division, budgeting, and cross-department collaboration.

Qualifications

• 3+ years in rooms, front desk, and guest service.
• 2+ years in rooms leadership.

Responsibilities

• Implement and manage hotel's daily quality process and coach staff.
• Interview, hire, train, evaluate performance, and handle discipline.
• Communicate clear guidance to staff in writing and verbally.
• Supervise Rooms Division managers; monitor occupancy and staffing.
• Handle guest complaints with effective, discreet resolution.
• Plan budgets, forecasting, and cost controls for Rooms.
• Collaborate with General Manager on policies and profitability.
• Lead hotel meetings and ensure consistent service standards.
• Ensure attendance and be available for regular work.
• Perform other duties as assigned.

Skills

Rooms leadership

Guest service

Job description

Crescent Hotels & Resorts is seeking a Director of Operations to join the vibrant and high-performing Aloft Scottsdale-a dynamic lifestyle hotel in one of the country's most energetic markets. At Crescent, we don't just operate hotels-we create experiences. We are known for our commitment to excellence, innovation, and, most importantly, our people. We celebrate your career, invest in your growth, and provide a culture where you can truly shine.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive annual salary of $90,000 -$100,000 based on experience
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members

ESSENTIAL JOB FUNCTIONS:

• Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
• Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

REQUIRED SKILLS/ABILITIES:

• A minimum of 3 years of rooms, front desk, and guest service experience is required.
• A minimum of 2 years of rooms leadership experience is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.