Crescent Hotels & Resorts · 2 months ago
DIRECTOR OPERATIONS
Mountain View, CA
Full-time
Onsite
Director/ExecutiveCrescent Hotels & Resorts is a team of hospitality professionals dedicated to providing exceptional experiences for guests. The Director of Operations will lead the Rooms Division, ensuring compliance with hotel policies and quality guest service while maximizing departmental profits.
HospitalityLeisure
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
Perform any other job-related duties as assigned
Qualification
Required
Provide guidance and leadership to the Rooms Division
Ensure consistent compliance with hotel policies and quality guest service
Maximize departmental profits
Act as General Manager in the General Manager's absence, as requested
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
Perform any other job-related duties as assigned
Demonstrate strength by motivating the team to deliver exceptional service and to maximize their potential
Ensure excellence is not only front facing but also behind the scenes
Orchestrate operations day to day ensuring all moving parts are in harmony
Lead by example setting the high standards of service, teamwork and accountability
Benefits
Highly competitive wages
An exceptional benefit plan for eligible associates & your family members
RSP/401K matching program for eligible associates
Flexible scheduling to allow you to focus on what is important to you
Discounts with our Crescent managed properties in North America for you & your family members
Marriott Employee Room Rate Discount Program
Company
Crescent Hotels & Resorts
This is the guiding principle that drives every aspect of hotel operations through Crescent Hotels & Resorts.
Founded in 2001
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Metcalf
Chief Operating Officer
Dawn Gallagher
Chief Commercial Officer
Recent News
2026-01-14
2025-11-04
2025-10-28
Company data provided by crunchbase