Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Director of Operations is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and employee development, while maintaining the integrity of the hotel.

Responsibilities

• Focus on front office operation, including training, scheduling, and daily duties.
• Tour operating departments and make daily adjustments as needed via department heads.
• Conduct weekly staff meetings and training sessions.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Hold monthly financial reviews with department managers, M.I.D.s, and available supervisors.
• Ensure department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Develop managers for future advancement through competency and corporate sponsored training programs.
• Participate in required M.O.D. coverage as scheduled.
• Maintain direct contact with and monitor the development of management trainees.
• Adhere to all Highgate Hotel policies and procedures and train new managers on compliance.
• Oversee and assist in the Highgate Hotel’s budget process.
• Ensure training in service standards is taking place in each department.
• Assist in creating a positive team-oriented environment focused on the guest through employee development and motivation.
• Inspect rooms regularly with the Housekeeping Manager and Property Engineer.
• Ensure complete processing of invoices daily using the A/P process.
• Ensure all appropriate information for financial documents is received by the Corporate Office monthly.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs.
• Ensure employees are attentive, friendly, courteous, and efficient in their interactions with guests and management.
• Forecast the hotel's financial position monthly by estimating revenues and line-by-line expenses.
• Prepare and conduct all management interviews and follow hiring procedures.
• Interview all prospective final candidates for vacant management positions.
• Perform all department manager performance appraisals and ensure managers comply with standards.
• Motivate, coach, counsel, and discipline all management personnel.
• Perform other duties as requested by the Vice President of Operations, Regional Director of Operations, or General Manager.
• Ensure all employees receive fair and equitable treatment.
• Meet clients on the property to assist in the sales effort.
• Be in public areas during peak times, greeting guests and offering assistance.
• Ensure procedures for handling the hotel safe are followed.
• Ensure monthly credit meetings are conducted and participate in hotel credit and collection policies.
• Complete required corporate training modules and become certified to train others.
• Ensure all scheduled meetings take place on the property.
• Supervise all F&B personnel.
• Respond to guest complaints in a timely manner.
• Prepare the F&B budget and monitor department performance.
• Monitor industry trends and take appropriate action to maintain competitive and profitable operations.
• Work with other Executive Committee members and keep them informed of F&B issues.
• Keep immediate supervisor fully informed of all problems or matters requiring attention.
• Coordinate and monitor all phases of Loss Prevention in the F&B department.
• Prepare and submit required reports in a timely manner.
• Organize and conduct department meetings on a regular basis.
• Monitor quality of service and product.
• Cooperate in menu planning and preparation.
• Ensure timely purchase of F&B items within budget allocation.
• Oversee operations of the employee cafeteria.
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure departmental compliance with SOP’s.
• Ensure the training of department heads on SOP’s, report preparation, and technical job tasks.
• Attend and/or conduct departmental and hotel training.
• Interview candidates for front-of-house F&B positions and follow standards for hiring approvals.
• Conduct and/or attend all required meetings, including pre-convention and post-convention meetings.
• Ensure overall guest satisfaction.

Requirements

• 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.
• Strong Front Office and F&B experience preferred.
• Long hours sometimes required.
• 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.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Skills

• Front Office operation
• Training
• Scheduling
• Revenue generation
• Cost control
• Guest satisfaction
• Employee development
• Financial review
• Budgeting
• Service standards
• Team-oriented environment
• Employee motivation
• Preventive maintenance
• Invoicing
• Financial document processing
• Property maintenance
• Guest interaction
• Forecasting
• Hiring procedures
• Interviewing
• Performance appraisals
• Counseling
• Discipline
• Sales
• Loss Prevention
• Menu planning
• Purchasing
• Employee cafeteria operations
• Liquor laws
• Health and sanitation regulations
• SOP compliance
• Report preparation
• Technical job tasks
• F&B operations

Location

• Fisherman's Wharf, San Francisco, CA

Work Type

• Full-time

Experience Level

• Director
• 6+ years progressive experience

Education Level

• 4-year college degree
• 2-year college degree

About the Company

• Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
• With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
• Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
• The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
• With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.