Director of Operations

Overview:

An inspiring career awaits you!

Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired!

Grand Performers may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

Responsibilities:

JOB SUMMARY

This role focuses on driving revenue, maintaining high service quality, and supporting the company’s mission, values, and goals.

STANDARDS & CULTURE

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

CORE RESPONSIBILITIES

Primary areas of responsibility include, but are not limited to the following:

• Oversee the Housekeeping, Front Office, Food & Beverage, Spa, and Parking department operations (excluding culinary), ensuring KQA and BSA standards are implemented and executed.
• Provide hands-on training and continuous coaching to subordinates, supervising and directing service-related tasks for efficient and professional operations in Rooms and Food & Beverage Divisions.
• Foster a culture of intuitive service, ensuring Grand Performers model desired service behaviors in interactions with guests and staff.
• Assume General Manager responsibilities in their absence to ensure smooth hotel operations.
• Liaise with third-party and franchise vendors, such as Spa and Parking partners, to ensure seamless integration of their services with hotel operations, maintaining high standards of service and guest satisfaction.

• Ensure complete knowledge and compliance with company policies and standard operating procedures.
• Organize and distribute work schedules, ensuring alignment with operational needs, and oversee the planning and delegation of daily shifts.
• Conduct effective daily stand-up meetings, providing clear communication and direction to the team.

• Oversee Food & Beverage Division, excluding culinary, creating and managing departmental forecasts and budgets.
• Oversee the creation and execution of sales strategies, promotions, and discounts to drive revenue and enhance guest experiences.
• Organize and execute marketing efforts for Food & Beverage, including the creation of an annual marketing calendar and identifying opportunities for limited time offers (LTOs).
• Comply with corporate beverage program, ensuring alignment with brand standards and corporate guidelines.
• Ensure compliance with Starbucks policies and procedures within the Food & Beverage Division, maintaining their standards and operational requirements.
• Review GSS scores, guest satisfaction results, and other data to ensure guest service excellence, implementing corrective actions where necessary.

• Ensure the proper planning, coordination, and execution of events, banquets, and special promotions, ensuring that all operational and service standards are met to deliver an exceptional guest experience.
• Collaborate with relevant departments to oversee event logistics, from setup to breakdown, ensuring flawless execution and guest satisfaction.

• Oversee the operations of the Rooms Division, ensuring adherence to brand standards and guest satisfaction.
• Maintain thorough knowledge of the Rooms Division, including Front Office, Housekeeping, and Spa operations.
• Coordinate activities across departments to ensure operational efficiency and the seamless delivery of guest services.

• Oversee and manage departmental budgets for both Rooms and Food & Beverage Divisions, controlling operating and labor expenses while optimizing guest experiences within budgetary guidelines.
• Participate in P&L meetings to review financial performance, adjusting strategies as necessary to meet business goals.

• Lead the team with a focus on Grand Performer engagement, teamwork, and professional growth.
• Provide ongoing training and development opportunities for employees, enhancing their skills and ensuring consistent service quality.
• Create an environment that encourages employee growth and allows them to reach their full potential.

• Maintain the integrity of guest privacy by ensuring confidentiality of personal information and key control.
• Ensure a high level of guest satisfaction by responding to guest comments in a timely manner and implementing improvements as needed.

• Ensure that brand standards are consistently met, with necessary follow-up actions communicated to the team to meet or exceed guest expectations.
• Regularly review and update operational procedures to maintain excellence and operational efficiency.

• Ensure compliance with local regulations, including health and safety standards, food handling protocols, and alcohol laws.
• Maintain up-to-date licenses and ensure they are properly displayed in accordance with local laws.

Qualifications:

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business or related training equivalent – required.
• 10+ years of relevant work experience in similar scope and title – required.
• Experience within luxury brand/markets – required.
• Experience in similar size organizations – preferred.
• Previous experience as Director of Operations, Hotel Manager or General Manager - required.
• Experience with Opera – preferred.

SUPERVISORY RESPONSIBILITIES

• Housekeeping Leadership
• Front Office Leadership
• Food & Beverage Leadership
• Spa
• PMC / Parking

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
• Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goals.
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards.
• Ability to prioritize and organize work assignments.
• Ability to work well in stressful, high-pressure situations.
• Comprehensive knowledge of a safe work environment.
• Knowledge of accounting, GAAP, finance, budgeting, and cost control principles.
• Demonstrated influencing and negotiation skills.
• Strong analytical skills.
• Ability to motivate teams to produce quality materials with tight timeframes while managing several projects.
• Ability to facilitate and lead effective, collaborative group meetings.
• Ability to analyze financial data and prepare financial reports, statements, and cash flow and other projections.

KEY PARTNERSHIPS

• General Manager
• Director of Human Resources
• Director of Finance
• Director of Sales
• Director of Engineering
• Poseidon Spa
• PMC parking

WORK ENVIRONMENT

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.