Director Of Operations - 21C Museum Hotel

Title: Director of Operations

Reports To: General Manager

Supervises

General Purpose: Plans and manages the rooms and related areas of operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the rooms and related areas. Recommends the area's budgets/forecasts and manages expenses within approved budget/forecasts constraints. The major areas of responsibility/management include the front office/guest services, housekeeping, engineering, security and gift shop. Participates in total hotel management as a member of the Hotel Executive Committee.

Specific Responsibilities

• Be visible within the property and recognized as a leader across all departments.
• Participates and troubleshoots in IT related matters.
• Visit other properties for openings and when needed.
• Head the completion of the month-end executive summary.
• Implement company programs and manage the operations of the department in a manner consistent with federal and state laws and regulations and company policies and procedures to ensure a high level of quality and customer satisfaction.
• Work with HR to be sure that orientations, training, new hire paperwork, team member rallies and employee relations are strong.
• Other duties as assigned by your supervisor or manager.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• 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.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Learn the management agreement and be able to comply with all covenants.
• Lead the monthly P/L review in GM's absence.
• Participate in and become knowledgeable in the sales process.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested of new hotel openings.
• Work with the Controller to ensure all key dates are achieved for all financial related matters.
• May assume the responsibilities of the General Manager in their absence.
• Participate in revenue management meetings.
• Conduct weekly documented walk-throughs with housekeeping and engineering
• Develops, recommends, implements and manages the department's annual budget, business plan, forecasts and objectives to meet/exceed management expectations.

Qualifications

• Requires advanced knowledge of the principles and practices within the Rooms Discipline and Hospitality Profession. This includes experiential knowledge required for management of people and complex problems.
• Ability and tolerance to manage a diverse work force and to relate to people from a variety of backgrounds.
• Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
• Must pass a background check.
• Demonstrates experience and skill at creating culture of care, concern and accountability.
• Ability to make decisions with only general policies and procedures available for guidance.
• Must be able to accomplish any task required of associates within assigned departments.
• Ability to study, analyze and interpret complex activities and/or information in order to improve practices or develop new approaches.
• Must possess ability to negotiate, convince, sell and influence professionals and/or hotel guests.
• Committed to great customer service with a passion for promoting the company internally and externally.
• Supervisory/management skills.
• Excellent communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.

Education/Formal Training

• A four year college degree or equivalent education/experience.

Experience

• Three years of employment in a related position in the hospitality industry.

Travel Requirements

• Limited travel associated with corporate training, off-site meetings, etc.

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm