Director of Operations

Overview

Oversee hotel operations, finances, staff, and guest experience.

Key Responsibilities

• front office
• budget management
• financial reporting
• staff training
• sop compliance
• loss prevention

Tasks

-Focus on front office operation, including training, scheduling, daily duties, etc. -Monitor quality of service and product. -Participate in required M.O.D. coverage as scheduled. -Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance. -Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers. -Prepare the F&B budget and monitor department performance with respect to the same. Perform any necessary follow-up, including forecasting. -Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar. -Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees. -Attend and/or conduct departmental and hotel training (CARE, One to One ), etc. -Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps. -Coordinate and monitor all phases of Loss Prevention in the F&B department. -Interview candidates for front-of-house F&B positions and follow standards for hiring approvals. -Participate in M.O.D. coverage as required. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Maintain a warm and friendly demeanor at all times. -Hold a monthly financial review with all department managers, M.I.D.s and available supervisors. -Oversee operations of the employee cafeteria. -Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts. -Ensure complete processing of invoices daily by using the A/P process. -Ensure procedures for handling of the hotel safe specifically with regard to security and monthly safe audits are followed and occur. -Complete required corporate training modules, and become certified to train those as required. -Tour the operating departments, daily making adjustments as needed via department heads. -Ensure compliance with all local liquor laws, and health and sanitation regulations. -Maintain high standards of personal appearance and grooming, which include wearing nametags. -Ensure departmental compliance with SOP’s. -Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards. -Develop managers for future advancement through competency training and corporate sponsored training programs. -Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures. -Cooperate in menu planning and preparation. -Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s. -Maintain direct contact with and monitor the development of management trainees. -Supervise all F&B personnel. -Be in the public areas during peak times, greeting guests and offering assistance as needed. -Organize and conduct department meetings on a regular basis. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Perform all department manager performance appraisals according to Highgate Hotel S.O.P.'s, and ensure that managers are in compliance to the standards in their administration of performance appraisals to their staff. -Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer. -Meet all financial review dates and corporate directed programs in a timely fashion. -Ensure the training of department heads on SOP’s, report preparation, technical job tasks. -Conduct and/or attend all required meetings, including pre-convention and post-convention meetings. -Oversee and assist in the Highgate Hotel’s budget process as required. -Respond to guest complaints in a timely manner. -Ensure overall guest satisfaction. -Attend all hotel required meetings and trainings. -Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort. -Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff. -Ensure timely purchase of F&B items, within budget allocation. -Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation. -Work with other Executive Committee members and keep them informed of F&B issues as they arise. -Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended. -Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies. -Ensure that all scheduled meetings take place on the property. -Keep immediate supervisor fully informed of all problems or matters requiring his/her attention. -Prepare and submit required reports in a timely manner. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -On a monthly basis, forecast the hotel's financial position by estimating revenues and line-by-line expenses. Analyze previous and projected data to generate an accurate Reforecast. -Monitor industry trends, take appropriate action to maintain competitive and profitable operations.

Requirements

• communication
• problem solving
• confidentiality
• multitasking
• 6+ years
• college degree

What You Bring

-Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Must be able to maintain confidentiality of information. -Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience. -Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

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About Highgate

-Specializes in identifying and unlocking value across the hospitality and real estate sectors. -Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties. -Expertise includes hotel operations, development, asset management, and investment strategies. -Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets. -Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations. -Known for innovative strategies and the ability to transform and enhance real estate properties. -Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.

Sector Specialisms