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Wake Forest University · 4 hours ago

Director, Hotel Operations

Winston Salem, NC

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Wake Forest University is seeking a strategic business leader for their Hotel Operations. The role involves overseeing various departments to ensure high standards of service, managing revenue goals, and leading teams to enhance guest satisfaction.

EducationHigher EducationUniversities

No H1B

Responsibilities

Creates a guest experience culture and develops staff’s skills and skills aligned with our vision

Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken

Responds to and handles guest problems and complaints

Stays visible and interfaces with customers on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction

Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations

Monitors hotel operations sales performance against budget

Reviews reports and financial statements to determine hotel operations performance against budget

Coaches and supports the operations team to effectively manage occupancy & rate, wages, and controllable expenses

Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results

Champions the estate’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

Drives the stewardship and care of this historic property

Establishes strategies to maximize funding sources and funding priorities for property renewal

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 the property moving forward toward the achievement of goals

Works with the hotel management team to develop an operational strategy that is aligned with the estate’s business strategy and leads its execution

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Ensures employees are treated fairly and equitably

Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings, and models 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

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures

Champions change, ensure business initiatives are implemented, and communicate follow-up actions to the team as necessary

Qualification

Luxury hotel experienceBudget managementTeam leadershipGuest servicesPerformance managementCommunication skillsMS Office proficiencyOrganizational skillsInterpersonal skillsConflict resolutionProject management

Required

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR

4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

More than 5 years of experience in a luxury hotel or similar enterprise

Demonstrated experience supervising and managing employees, including recruitment, onboarding, performance management, coaching, and professional development

Proven ability to lead teams effectively, foster a culture of accountability, and support employee engagement and retention

Exceptional organizational and time-management skills with a documented ability to proactively plan work and consistently meet or exceed established deadlines

Excellent communication skills, both verbal and written

Excellent interpersonal skills, including customer service skills

Ability to collaborate with colleagues to advance the mission of the conference center and the greater university

Ability to communicate effectively in the English language

Knowledge of budget preparation and fiscal management

Ability to make independent decisions

Ability to resolve conflicts among guests and/or employees

Ability to interact with guests positively and tactfully

Proficiency in MS Office, Word, Windows, Internet, and Email; knowledge of hotel and reservation Software

Ability to troubleshoot computer errors and system problems

Ability to multitask in a fast-paced environment

Ability to work any schedule/shift