Hotel Operations Director: Guest Experience & Growth

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

Benefits offered by this job

Competitive salary

Benefits for family

401K matching

Flexible scheduling

Travel discounts

Job summary

Aloft Scottsdale, part of Crescent Hotels & Resorts, is seeking a Director of Operations to lead daily hotel performance and guest experience in a vibrant Scottsdale market.

The role requires 3+ years in rooms/front desk/guest services and 2+ years in leadership; you will oversee budgeting, staffing, training, and quality processes while partnering with the General Manager. Crescent offers growth, a competitive salary, benefits, and travel discounts.

Qualifications

• Minimum of 3 years of rooms, front desk and guest service experience.
• Minimum of 2 years in rooms leadership.

Responsibilities

• 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.
• 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.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• 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.
• 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.

Skills

Rooms Front Desk

Guest Service

Leadership

Staff Training

Job description

Aloft Scottsdale, part of Crescent Hotels & Resorts, is seeking a Director of Operations to lead daily hotel performance and guest experience in a vibrant Scottsdale market.

The role requires 3+ years in rooms/front desk/guest services and 2+ years in leadership; you will oversee budgeting, staffing, training, and quality processes while partnering with the General Manager. Crescent offers growth, a competitive salary, benefits, and travel discounts.