Inside Higher Ed · 6 days ago
Director, Hotel Operations
Winston-Salem, NC
Full-time
Onsite
Lead/Staff, Director/Executive
4+ years expInside Higher Ed is seeking a Director of Hotel Operations who will function as the strategic business leader of the property's hotel operations. The role involves managing various departments to ensure high guest satisfaction, financial performance, and effective team leadership.
Digital MediaEducationHigher EducationJournalismRecruiting
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
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
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
Ability to drive and operate golf carts and other vehicles
Valid driver's license with good driving record; must be insurable
Preferred
Servant leadership, project management, and luxury hospitality
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
Recent News
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