ACADEMY

About the Job

Job Summary

The Director of Operations as the primary strategic business leader of the Hotel with responsibility for all aspects of the operation, including: managing general property performance, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, and delivering world class service standard to both students and hotel guests. The DOO also focuses on leading the team in the development and implementation of hotel operational strategies and supporting the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and retaining strong ambassador team.
Reporting to Dean and Board of Director.

Responsibilities

Managing Property Operations and Department Budgets
• Verify that service programs are in place and executed against
• Provide timely, real-time feedback to management and ambassadors on service and operational standards; including feedback on even the smallest of service and operational details
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day
• Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards
• Manage the flow of talents between departments to support effective management of human capital budget and achievement of profitability goals
• Act as a project manager for the execution of capital improvements (renovations, reinventions, refreshes, signage, etc.
• Delegate responsibilities for operations and projects to appropriate level of ambassadors
• Prepare for QA audits on daily, monthly and annually basis
• Liaise with HR Manager to build up the manning guide, payroll expenses and overall HR budget for the Company
Managing and Sustaining Sales and Marketing Strategy
• Manage relationships with decision makers at top accounts and in-house guests to prospect for new sources of business
• Work with Sales and Marketing department to establish property sales strategy, extended stay occupancy (ESOcc) targets, sales goals and action plans that are aligned with the brand standard strategies and effectively executed against established business goals
• Understand and leverage sales and marketing advantages over competitor properties within market
• Coach and reinforce selling strategies that take advantage of property amenities
• Develop innovative means for capturing new streams of revenue through property amenities
• Participate in and host customer recognition events to drive sales
• Collaborate with S&M department to develop and/or sustain marketing and eCommerce strategies for the hotel
Managing and consulting on Human Resource strategies
• Involve in talent acquisition process and decision making on ambassadors’ selection for the property
• Support recruitment and hiring efforts from various sourcing channels (local job fairs, Internet, referrals) to target talents with the right mindset and skill sets compatible for operational needs
• Conduct performance review process for ambassadors (including career advancement plans, development plans, 6-month appraisal, probationary review)
• Understand the performance expectations for all positions within the property and manage ongoing development of managers
• Facilitate cross training to support ambassador professional growth and operational excellence up to international standard
• Facilitate on property activities that communicate and reinforce the Corporate culture within the organization
Managing and controlling on daily operations
• Lead, through hands-on approach with supervisory and front-line ambassadors, the effective management of the Room Division, Food & Beverage, Engineering and Security functional areas to maximize financial performance while upholding quality standards and maximizing levels of guest satisfaction
• Coordinate, direct, and manage the hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial assets of the business, and maintain the building
• Train and motivate ambassadors to provide services to guests which meet the brand standards of quality
• Mobilize supervisory staff to best accomplish day to day objectives
• Encourage productivity and promote team spirit throughout the respective departments
• Conduct regular morning briefing, weekly meeting and townhall meeting
• Establish and oversee maintenance of a proactive guest interacted departments to ensure a productive, participative, and comfortable work environment in which all ambassadors are valued and treated lawfully and consistently, and to ensure compliance with all local, and federal employment and labor laws and regulations
• Directly facilitate open communications to discern grievances and to respond to these grievances in all appropriate manners including redressing those meriting correction
Managing Relationships with Property Stakeholders
• Keep management team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and ambassador engagement
• Prepare and present reports for owners and above property leadership using financial/performance data
• Conduct annual business reviews
• Participate in meetings/conference calls and respond appropriately to owner requests
• Perform other duties assigned by General Director and Dean and the BOD