Hotel Director of Operations - Great Lakes Management Group

Job description

As the Director of Operations, you will oversee all aspects of our hotel's operations, including guest services, housekeeping, engineering and food and beverage. With your energy and enthusiasm, you will inspire and lead a talented team, ensuring exceptional guest experiences and seamless operations.

This is your opportunity to make a significant impact, drive revenue growth, and elevate our property to new heights. We offer competitive compensation, career growth opportunities, and a supportive work culture that recognizes and rewards your achievements.

If you are a motivated and experienced professional with a passion for hospitality, apply now and join our exceptional team!

The Director of Operations oversees all departments and effectively handles guest needs and manages staff while keeping the hotel running smoothly. The position has active participation in the profit maximization, guest satisfaction, revenue and operational effectiveness. This position will analyze financial and operating information in order to achieve budgeted labor, supplies, materials and other cost standards. The right candidate should have strong working knowledge of all areas of the hotel and experience making critical decisions with a proven track record of managing, motivating and leading a full-service team.

The Director of Operations position is that of a working manager:

ESSENTIAL DUTIES

• Participates in the hiring, training, scheduling, reviewing and disciplining of all staff with the support of their operations management team.
• Coordinates, supervises, and directs all aspects of the operation with the support of department heads and assistant managers.
• Ensures that guest service standards are met and developed to maintain consistent levels of excellent guest service.
• Directs property operation in General Manager's absence.
• Maintains close communication with the General Manager and other department/division heads.
• Recommends programs for the motivation and development of staff.
• Conducts daily review of Rooms Division and Food and Beverage operations with Department Heads.
• Attends hotel operational meetings, room’s departmental meetings, and associate-related events.
• Reviews annual objectives composed by department heads and monitors progress to completion over coming year.
• Provides floor support in outlets, and Front Office as needed.
• The Director of Operations must be proficient and reliable to work all three shifts in any of the departments they oversee.
• The Director of Operations, like the GM, must be on-call 24/7 including weekends and holidays.
• IHG brand certification, training, and travel may be required at times for training.
• Must be capable of training all front and back of the house team members in all areas in all shifts.
• Flexible shifts must be available to work evening shifts and weekends.
• The Director of Operations is expected to attend off premise after hour functions to promote the hotel.

ADMINISTRATIVE DAILY ROUTINES

• Assists in developing annual budget and action plans, including annual objectives.
• Reviews daily operating results and weekly forecasting and scheduling, taking immediate corrective action if required.
• Works closely with the other Executive Committee members to insure all financial, service standards and employee relation goals are met.
• The Director of Operations should participate and be active in all revenue management rolls.
• Ensure the daily report is in balance with the property management system.
• Cash and check deposits are processed daily, and the Daily Report is modified to reflect any discrepancies.
• Checkouts to accounts receivable are mailed daily.
• Accounts Receivable payments are posted and applied.
• Accurately forecast the next two weeks business and completes department work schedule weekly.
• Inventory and orders office and guest supplies, brand collateral and F&B items with GM’s approval
• Maintain and inventory the gift shop.
• Ensures all operations equipment is in proper working order.
• Reviews brand specific service program scores and guest feedback with all staff.
• Processes Weekly invoicing (clears the balance) for all extended stay guests.
• Must work directly with the GM and Director of Sales to effectively promote the hotel in the local market

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and staff in a courteous and friendly manner
• Smile, acknowledge and greet guests in rooms and/or in passing
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management
• When asked, inspect or clean public areas to insure high level of presentation
• Respond to all social media and guest reviews within the appropriate timeframe

SAFETY AND SECURITY

• Be proficient and train all team members in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• always Maintains security for guests and property by keeping room doors locked
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

QUALIFICATIONS:

• Minimum of 5 years of Hotel Management Experience in a hotel/resort environment.
• Exceptional management skills with a proven track record in mentoring/leading a successful team.
• Ability to budget and forecast productivities and direct expenses.
• Ability to establish and maintain relationships with vendors, community, and organizations.
• Excellent technical skills to include MS Office, PMS system Opera, Kipsu and Quore.
• College degree in hotel & restaurant management, or equivalent.
• Flexible schedule to include weekends and holidays.
• Ability to communicate effectively and professionally.
• Ability to work under pressure.
• Ability to work independently and within a team environment.
• Must be detail oriented, extremely organized and punctual.
• Must be professionally polished.
• Food and Beverage and Rooms division experience required.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to stand and walk 90% of the work day and sitting is usually limited to short break
• Reaching is required up to 50% of the time and may be combined with other activities such as pushing, pulling, and bending in all phases of work.
• Twisting of the body at the waist is required approximately 40%-50% of the time.
• Bending and stooping are required up to 20% of the work day
• Crouching and kneeling are usually less than 10% of the time, crawling is required less than 5% of the time
• Climbing of stairs is usually required less than 5% of the time

Hotel Indigo Kansas City Downtown is dedicated to fostering a collaborative and engaging workplace culture. If you are organized, proactive, and passionate about supporting both HR and Financial operations, we encourage you to apply for this rewarding position.

Benefits:

• Competitive salary

• Dental insurance

• Flexible schedule

• Health insurance

• Life insurance

• Paid time off

• Vision insurance

• Short Term Disability

• Holiday pay

• Pot of Gold Year End Bonus

• Birthday and Christmas Gift

• Hotel room worldwide discount program with IHG

• Fun activities i.e., annual employee picnic, holiday parties, employee of the month celebrations, etc.

• Opportunities for professional growth and development.

Essential Skills and Attributes:

• Excellent vision, hearing, and comprehension for reading, writing, and understanding complex documents.

• Clear and professional speech and communication skills for guest and team interactions.

• Proficient in hotel software systems (e.g., Opera PMS), financial systems, and Microsoft Office Suite.

• Strong literacy and organizational skills for maintaining documentation and managing compliance tasks.

• Superior guest relations and telephone etiquette skills, including the ability to remain calm and professional in high-pressure situations.

Compliance and Standards:

• Must be at least 21 years old.

• Successfully pass a background check prior to employment.

• Maintain confidentiality and professionalism in all interactions and documentation.

Job Type: Full-time

Pay: $62,000.00 - $68,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift