Director of Hotel Operations

  • Caesars Entertainment
  • Danville, Virginia
  • Jan 31, 2024
Full time Other

Job Description

JOB SUMMARY:Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Housekeeping, Spa, and Pool. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand's standards, targets customer needs, and ensures employee satisfaction. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customers and employees and provide a return on investment.ESSENTIAL JOB FUNCTIONS: Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. Analyzes service issues and identifies trends. Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals. Works with the hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Reviews reports and financial statements to determine hotel operations performance against budget. Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams. Develops systems to enable employees to understand guest satisfaction results. Communicates a clear and consistent message regarding departmental goals to produce desired results. Review guest feedback with the leadership team and ensure appropriate corrective action is taken. Responds to and handle guest problems and complaints. Stays visible and interfaces with customers regularly to obtain feedback on the quality of products, service levels, and overall satisfaction. Foster's employees are committed to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees. Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Solicits employee feedback, utilizes an 'open door policy' and reviews employee satisfaction results to identify and address employee problems or concerns. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.QUALIFICATIONS: General knowledge of other hotel departments. Five to Seven years, of supervisory experience. Requires the ability to compile facts and figures. Ability to make decisions guided by established policies and procedures. Must have excellent interpersonal, communication, customer service, team building, and problem-solving skills. Must be self-motivated and have the ability to maintain ongoing business relationships. Must function well in a fast-paced environment. Must have enthusiasm and efficiency. Must be able to complete several tasks at once, with accuracy. Must be able to get along well with co-workers and work as a team. Must present a well-groomed appearance. Oral and written communication skills. Ability to develop and enforce Standard Operating Procedures Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business. Must be able to obtain a required Virginia Lottery Gaming License.EDUCATION/EXPERIENCE: 4-year bachelor's degree in business administration, Hotel and Restaurant Management, or related major preferred but not required 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional areas.PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS: May be subject to a smoking environment and moderate noise. Fast-paced, high-volume environment involving constant Must be able to stoop, reach, and bend as necessary. Must be able to respond calmly and make rational decisions when handling guest demands in a fast-paced environment.