Director of Operations
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Key skills for this role
About the Role
EDITION Hotels seeks a Director of Operations for their property in Riyadh. The role leads hotel operations including front office, housekeeping, food and beverage, and engineering.
Key Skills for This Role
Responsibilities
- Function as the strategic business leader of the property's Hotel Operations
- Develop and implement departmental strategies and ensure implementation of brand service strategy and brand initiatives
- Ensure Hotel Operations meet brand standards, target customer needs, ensure employee satisfaction, focus on growing revenues, and maximize financial performance
- Develop and implement property wide strategies that deliver products and services to meet or exceed expectations of target customers and employees
- Analyze service issues and identify trends
- Monitor hotel operations sales performance against budget
- Coach and support operations team to effectively manage occupancy, rate, wages, and controllable expenses
- Champion brand's service vision and ensure alignment amongst hotel leadership teams
- Review guest feedback and ensure appropriate corrective action is taken
- Conduct annual performance appraisals with direct reports
Requirements
- 2 year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major with 4 years experience in 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 with 2 years experience in the same areas
Full Job Posting
Job Summary
- Functions as the strategic business leader of the property's Hotel Operations.
- Areas of responsibility may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance.
- Works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.
- Ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes financial performance.
Candidate Profile Education and Experience
- 2 year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in 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; 2 years experience in 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
- Monitors hotel operations sales performance against budget.
- 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.
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.
- Incorporates guest satisfaction as a component of staff/operations meetings.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable.
- Solicits employee feedback, utilizes an 'open door policy' and reviews employee satisfaction results.
- Ensures property policies are administered fairly and consistently.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
- Champions change, ensures brand and regional business initiatives are implemented.
About EDITION Hotels
- EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world class luxury hotel, and the global reach of Marriott International.
- The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence.
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