Director of Operations

Crescent Hotels & Resorts
Reston, VA
Mar 14, 2018
Mar 15, 2018
Executive, Director
Full Time
Description JOB OVERVIEW: Provide guidance and leadership to Rooms, F&B and Banquets in ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager in the General ManagerA$ cents A cents ' not A cents " cents s absence, as requested. REPORTS TO: General Manager ESSENTIAL JOB FUNCTIONS: 1. Implement and manage hotelA$ cents A cents ' not A cents " cents s daily quality process including goal communication, associate improvement and compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. 2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. 3. Communicate both verbally and in writing to provide clear direction to staff. 4. Assign and instruct All Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. 5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion. 6. Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms, F&B and Banquets. 7. Prepare Forecast expenses and actual results for Rooms Division, F&B and Banquet Departments revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed. 8. 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. Solve problems of detail that come up in the course of the work. 9. 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. 10. Comply with attendance rules and be available to work on a regular basis. 11. Perform any other job related duties as assigned., Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional 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. 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 associateA$ cents A cents ' not A cents " cents s supervisor. Furthermore, 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 A$ cents A cents ' not A "at willA$ cents A cents ' not A' associate. * Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. * Please view Equal Employment Opportunity Posters provided by OFCCP here. * 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)A$ cents A cents ' not A' cents Minimum of 5 years of hotel/hospitality experience in a senior management role ross all aspects of hotel/hospitality operations including demonstrated experience in Rooms Operations, Food & Beverage, Banquets and or Assistant/General Manager. A$ cents A cents ' not A' cents Advanced knowledge of the principles and practices within the Rooms, Food & Beverage/Banquet disciplines, as well as overall Hotel operations. A$ cents A cents ' not A' cents Must have the ability to communicate in English. Must be able to communicate well with guests. Written communication skills to be concise, well organized, complete, and clear is a must. A$ cents A cents ' not A' cents Self-starting personality with an even disposition. A$ cents A cents ' not A' cents Maintain a professional appearance and manner at all times. A$ cents A cents ' not A' cents Must be willing to A$ cents A cents ' not A "pitch-inA$ cents A cents ' not A' and help co- workers with their job duties and be a team player. A$ cents A cents ' not A' cents Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning. A$ cents A cents ' not A' cents Leadership skills to motivate and develop staff and to ensure accomplishment of goals. A$ cents A cents ' not A' cents Able to set priorities, plan, organize, and delegate. A$ cents A cents ' not A' cents Ability to move throughout premises and visually inspect conditions including bending, stooping and reaching arms overhead. A$ cents A cents ' not A' cents Ability to work effectively under time constraints and deadlines. A$ cents A cents ' not A' cents Ability to travel to various sites on and off hotel property and continuously perform essential job functions., A$ cents A cents ' not A' cents Previous experience in a full service or select service environment with a major chain such as Hilton, Marriott, or Starwood. A$ cents A cents ' not A' cents Proven record of success with Quality Assurance reviews and Guest Satisfaction A$ cents A cents ' not A' cents Excellent organizational, computer, analytical, and problem solving skills. A$ cents A cents ' not A' cents Ability to lead and inspire a large team