AGM / Director of Operations

Full-Time

JOB TITLE: Director of Operations
REPORTS TO: General Manager

BASIC PURPOSE: Manage all hotel departments operations to achieve customer
satisfactions, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

ESSENTIAL FUNCTIONS:
1. Implement company programs GH/Franchiser) and manage the operations of the
Front Office (Front Desk, Housekeeping, Reservations, PBX, Bell Stand, Concierge,
Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure
an optimal level of quality service and hospitality are provided to the hotel
customers.
2. Prepare forecasts and reports and assist in the development, implement, and
monitor the budget to maximize revenue and minimize expenses while ensuring
adequate supplies and staff are on hand to provide top quality customer service.
Position will oversee Housekeeping and Front Office, scheduling, labor
costs, expenses, Position will be responsible for accounts receivable and accounts
payable; processing of invoices in Bill.Com/M3, daily reports and accounting
related to the hotels.
3. Resolve customer complaints, anticipate potential problems by reviewing and
monitoring complaints, operational issues, business flow and associate’s
performance to ensure high levels of customer satisfaction and quality (15%)
4. Manage the Human Resources in the department in order to attract, retain and
motivate the employees; hire, train, develop, empower, coach and counsel,
conduct performance and salary reviews, resolve problems, provide open
communication vehicles, discipline and terminate, as appropriate. (10%)
5. Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
6. Monitor and maintain the Front Office systems and equipment to ensure their
optimum performance.

Non- Essential Functions:
1. Perform special projects and other responsibilities as assigned. Participate in
task forces and committees as requested.
2. Maintain good working relationships and open lines of communication with all
other departments.
3. Perform the Manger on Duty functions as assigned.

Knowledge and Skills:
Education: A four-year college degree or equivalent education/experience.
Experience: From two to three full years of full employment in a related position with GH or other Hotel Companies

Skills and Abilities: Requires knowledge of discipline-specific GH, policies,
procedures and services and general knowledge of other departments in the hotel. Requires supervision/management skills. Ability to achieve positive
guest relations and maximize guest satisfaction. Ability to communicate in English. Second language desirable. Ability to handle cash and credit transactions. Ability to enforce all company rules and SOPs.

No. of employees supervised: 11-50
Travel required: Minimal. May be required to attend supplemental

Management training classes.

Hours Required: This position will require afternoon and evening work. i.e. Wednesday-Sunday, 10am- 7-8pm.