Hotel Operations Director - Guest Experience Leader

One Ocean Resort & Spa; Buffalo (NY); On-site; USD 80,000 - 108,000; Full time

Job summary

Hyatt Regency Buffalo is seeking a Director of Operations to lead key guest contact departments, guide department heads, and oversee budgetary controls. The role includes ensuring seamless guest experiences, monitoring room systems, and coordinating housekeeping and reservations procedures.

The position requires extensive experience in hotel operations, budget management, PMS systems, and strong leadership.

Qualifications

• Experience in hotel operations and budgeting.
• Experience with PMS systems and front desk procedures.
• Strong leadership and customer-service skills.

Responsibilities

• Direct the activities of key guest contact departments with guidance to department heads.
• Responsible for overall budget approval authority for operational departments.
• Monitor all room-related systems to ensure procedures are followed for an outstanding guest experience.
• Coordinate marketing initiatives, sales site visits and housekeeping requests to ensure understood procedures.
• Ensure guest reservation policies and procedures are met and resolve issues.
• Manage the Manager on Duty program and participate in weekly meetings and safety committees.
• Assist with Human Resources functions including recruiting and onboarding.

Skills

Hotel operations

Budgeting

Leadership

Guest service

Tools

PMS system

Job description

Let Hyatt Regency Buffalo / Hotel and Conference Center be your destination in upstate New York for work or leisure travel. Take advantage of our hotel's design-forward rooms, on-site dining and wellness amenities. A stay at our downtown Buffalo locale puts you in walking distance to the waterfront, KeyBank Center and Shea's Buffalo Theatre, while also placing you a short drive from the spectacular Niagara Falls.

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

Location

Requirements

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

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.

Status

Full-time

undefined

Employer Privacy Policy

Applicants have rights under Federal Employment Laws

ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service