Director of Operations

SummaryThe responsibilities include assisting in the overseeing of the entire Operations including, Rooms and F&B Divisions.The Director of Operations is responsible for overseeing and directing Front Desk operations, Housekeeping, Guest Services, Banquets, Restaurants, In-Room Dining, Lounges, Stewarding, and any other Food or Beverage related areas operated by Hyatt. The Director of Operations is responsible to maximizes revenues & occupancy by analyzing daily status rates & makes adjustments accordingly. Manages large events & ensures high volume occupancy special requirements. Analyzes rate variances, monitors credit reports, open folios, deposit ledgers & maintains close observation of daily house counts. Coordinates major projects such as renovations, capital expenditures, & equipment changes. Conducts operations meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy forecasting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees.Duties include:- Responsible for short and long term planning and the management of the operations in the front and back of the house- Develop and recommend the budget, marketing plans and objectives and manages within those approved plans- Participate in total hotel management- Experience supervising all operational departments- Ability to assimilate operational statistics quickly and see how they can be used to enhance position of property- Implement and execute a successful Upsell program- Participate in MOD program- Implement and maintain sales/marketing programs including F&B programming and Find Experiences- Direct and oversee development of employees- Hire, train, empower, coach and counsel, performance and salary reviews- Direct the implementation of the payroll, reports, forecasts, inventory and budget for operations- Coordinate operations with other hotel departments to ensure efficient guest service- Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. Respond to online reviews, HySat Surveys and all feedback across all platforms.- Implement procedures to increase guest and associate satisfaction- Exercise quality control for both food and beverage.- Maintain budgeted food cost and beverage cost.- Exercise quality control in regards to Guest Room Cleanliness and Everything in Working Order.- Implement strategies to enhance guest and colleague experiences to drive Customer Service scores.- Utilize Heat Map and Guest Preference tools to identify opportunities and document measured KPI’s.- Maintaining Hyatt standards of service and ensure their implementation- Performing daily walk-through to ensure full compliance with Department of Health regulations and Hyatt Corporate standards- Maintain communications with Corporate Staff- Coach and counsel employees to reflect Hyatt service standards and procedures**Qualifications**:- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds- ServSafe Certification or Food Handlers Card- Experience with Union Environment a plus- 6 years or more of progressive hotel Rooms/F&B experience (typically with Hyatt)- With opening hotels, previous hotel pre-opening experience preferred- Service oriented style with professional presentations skills- Proven leadership skills- Hotel/Hospitality degree an asset- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line- Clear concise written and verbal communication skills in English- Must be proficient in Microsoft Word and Excel- Must have excellent organizational, interpersonal and administrative skills- Maintain communications with Corporate Staff- Must speak Spanish and English