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Crescent Hotels & Resorts · 3 months ago

DIRECTOR OF OPERATIONS ROOMS

Virginia Beach, VA

Full-time

Onsite

Director/Executive

Crescent Hotels & Resorts is a hospitality company committed to providing exceptional experiences for guests. The Director of Operations Rooms will lead the Rooms Division, ensuring compliance with hotel policies and quality guest service while maximizing departmental profits.

HospitalityLeisure

Growth Opportunities

Responsibilities

Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate

Communicate both verbally and in writing to provide clear direction to staff

Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion

Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services

Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed

Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work

Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc

Comply with attendance rules and be available to work on a regular basis

Champion Guest Satisfaction by achieving and maintaining key performance benchmarks in GSS (Guest Satisfaction Scores), with a focus on Overall Satisfaction, Staff Service, and Problem Resolution. Review GSS data weekly with department leaders, implement service enhancements, and hold team accountable for continuous improvement in alignment with brand standards and property goals

Partner closely with the General Manager to oversee and execute proactive guest communication strategies across pre-arrival, onsite, and post-departure touchpoints. Ensure consistent, personalized engagement that anticipates guest needs, reinforces brand standards, and drives satisfaction and loyalty

Participate in M.O.D. coverage as required

Attend meetings/training as required by management

Perform other duties as requested by management

Qualification

BudgetingGuest SatisfactionStaff ManagementProblem ResolutionCommunication SkillsProfessional AppearanceAnalytical AbilityMathematical SkillsTeam PlayerSelf-starter

Required

Must have the ability to communicate in English

Self-starting personality with an even disposition

Maintain a professional appearance and manner at all times

Can communicate well with guests

Must be willing to 'pitch-in' and help co-workers with their job duties and be a team player

Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts

Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting

Ability to be mobile for significant distances between and within buildings on the property

Ability to observe performance and detect signs of emergency situations and respond with proper action