Director of Operations
Company: Courtyard Dallas Plano / The Colony
Location: The Colony
Posted on: March 19, 2023
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Job Description:
The Director of Operations will work with and be responsible for
multiple room division departments across three hotels and will
work with outside contractors and vendors. This self-motivated,
proactive, success-driven individual will also be responsible for
creating legendary service and increasing service within the hotels
with vision that inspires hotel associates to do their best,
achieving both product quality and exceptional service
standards.
REPORTS TO: General Manager
ESSENTIAL JOB FUNCTIONS:
-Must be hands on and able to jump in when needed and the driving
leader in the Operations Department.
-Implement processes and proactively manage hotel's daily
operations with critical detail to quality, communication,
associate improvement, compliance with Crescent and Marriott
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from guest and associate comments,
guest satisfaction and service failure measurements and find
solutions, implement and coach accordingly.
-Be point of contact for guest issues, leader and mentor for
department managers and supervisors. Create strength and foster
teamwork within the workplace family.
-Interview, hire, train, contribute to 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, hold accountable and encourage
improvement as needed.
-Monitor hotel occupancy and make staffing adjustments accordingly.
Supervise and review cost and inventory controls. Be responsible
for productivity and incremental revenue obtainment.
-Field guest complaints, conducting thorough research to develop
the most effective solutions and negotiate results. Call and/or
prepare written correspondence to guests and obtain feedback to
implement within hotels. Listen and extend assistance in order to
resolve problems such as price conflicts, insufficient guest room
issues, etc. Remain calm, alert and empathetic, especially during
emergency situations and heavy hotel activity. Plan and implement
detailed steps or problem resolution by using experienced judgment
and discretion.
-Supervise the production, budgeting, forecasting, training,
motivating and staffing of the Rooms Department including:
Housekeeping, Front Office, Laundry, F&B and Banquets. Work
closely with Engineering department to provide a superior
product.
-Prepare Forecast expenses and actual results for the Rooms
Division.
-Handle significant incidents and coordinate with department heads
all enforcement of policy and/or improvements in service
needed.
-Collaborate with the General Manager in establishing and
monitoring policies and guidelines in the day-to-day operation of
the hotels to ensure profitability, consistency and exceptional
customer service.
-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 as demand
dictates in your area of responsibility. Lead by example. Promote
team work and a team atmosphere.
-Participate in and lead the MOD program.
-Perform any other job-related duties as asked and assigned.
REQUIRED SKILLS AND ABILITIES:
Must have a minimum of four years progressive experience managing
operation departments within hotels. Must have the ability to
communicate in English. Self-starting personality with an even
disposition. Maintain a professional appearance and manner at all
times. Can communicate well with guests. Must be willing to
"pitch-in" and help co- workers with their job duties and be a team
player. Requires the exercise of considerable managerial skill as
position involves frequent decisions, meeting of deadlines,
negotiations of contracts of vendors, analytical ability and the
planning, organization development and coordination of large-scale
work projects. Ability to effectively deal with internal and
external customers, some of whom will require high levels of
patience, tact and diplomacy to defuse anger and collect accurate
information and resolve conflicts. Computer skills, including
Microsoft Office suite of products and the ability to learn new
software quickly. Complex mathematical skills and considerable
skill in the use of a calculator to prepare complex mathematical
calculations without error, i.e. budgets, forecasting. Ability to
be mobile for significant distances between and within buildings on
the property. Ability to observe performance and detect signs of
emergency situations and respond with proper action. Multiple
property experience preferred.
PERFORMANCE STANDARDS
Customer Satisfaction:
Our customers are what we are about- both external and internal.
One of the keys to a positive guest experience is positive
interaction with Crescent staff. It is essential that you remain
professional and helpful at all times, and that you treat all
guests and associates with courtesy and respect, under all
circumstances. Every Crescent associate is a guest relations
ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience,
your work habits should always meet and strive to exceed hotel
standards for work procedures, dress, grooming, punctuality and
attendance. You should be adaptable to change in your work area and
in hotel procedures with a willingness to learn new skills and/or
improve existing ones, have the ability to solve routine problems
that occur on the job and ask for help whenever you are not sure
how to do something. Open minded and self driven.
Safety & Security:
The safety and security of our guests and associates is of utmost
importance to Crescent. Every Crescent associate should adhere to
the hotel security policies and procedures, particularly regarding
key controls, lifting heavy objects, using chemicals, and
effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of
the position that are incidental to the performance of the
fundamental job duties. Furthermore, the specific examples in each
section are not intended to be all-inclusive. Rather, they
represent the typical elements and criteria considered necessary to
perform the job successfully. Other job-related duties may be
assigned by the associate's supervisor.
This description is subject to change, in the sole discretion of
the Company, and in no way creates an employment contract, implied
or otherwise; each associate remains, at all times, an "at will"
associate.
Equal Opportunity Employer/Protected Veterans/Individuals with
Disabilities
The contractor will not discharge or in any other manner
discriminate against employees or applicants because they have
inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as
a part of their essential job functions cannot disclose the pay of
other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is
(a) in response to a formal complaint or charge, (b) in furtherance
of an investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: Courtyard Dallas Plano / The Colony, The Colony , Director of Operations, Executive , The Colony, Texas
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