Director of Operations

**JOB SUMMARY**

Functions as the strategic business leader of the property's Food and Beverage, Guest & Owner Experience, and Rooms/Villas Operations. The Director of Operations would be responsible for assisting the General Manager in managing daily hotel operations in the Resort’s continuing effort to deliver outstanding guest service and financial profitability. The job also requires developing and implementing business strategies for the Resort aligned with the Resort’s overall mission, vision, values and strategies. The position guarantees the meeting of the brand’s standards on Resort Operations, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the different departments and develops positive owner relations. Areas of responsibility may include Front Office, Guest Experience, Housekeeping, Food and Beverage/Culinary and Marketplace. Position works with direct reports (department heads) to develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

**CANDIDATE PROFILE**

Education and Experience
- 2 year degree with 4 years of hospitality experience or 4 year degree with at least two years hotel leadership in a full service hotel environment
- Fluent in English. German is a must
- Financial Acumen
- Flexible schedule (weekends and evenings)
- Eligible to work in Spain

**CORE WORK ACTIVITIES**

**Managing Profitability**
- 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 property moving forward toward achievement of goals.
- Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

**Managing Revenue Goals**
- Monitors Rooms operations sales performance against budget.
- Reviews reports and financial statements to determine Rooms operations performance against budget.
- Coaches and supports 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 team accountable for results.

**Leading Operations and Department Teams**
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms 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.

**Managing the Guest & Owner Experience**
- Reviews guest and owner feedback with 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 quality of product, service levels and overall satisfaction.
- Works on main check in days and is present during guest events.
- Creates an atmosphere in all areas that meets or exceeds guest expectations.

**Managing and Conducting Human Resources Activities**
- 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 Rooms (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, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

**Innovation and Sustainability**
- Innovative Solutions: Explores innovative solutions and technologies to enhance the functionality and appeal of new facilities.
- Sustainable Practices: Impl