Director of Rooms - Tucson, AZ 42369 https://inntrack.snaphire.com/job?jobmc=42369GOOGLE https://inntrack.snaphire.com/job?jobmc=42369GOOGLE
Careers at Hacienda Del Sol Guest Ranch Resort Hacienda Del Sol Guest Ranch Resort
Salary:

Location: Tucson, AZ 85718 USA

Type of employment : FULL_TIME

Industry: Hospitality
Department: Operations
Career Level: Experienced, Management
Work Hours: Full-time

Date Posted: 04 Jun 2019

Valid Through: 04 Jul 2019 11:49

Summary: The Director of Hotel Operations is responsible for oversight of the hotels guest operations departments, outside of food and beverage. This position will provide Leadership and guidance to operations team leaders and teammates. Responsible for providing exceptional service for all internal and external guests. Delivering and executing Forbes 4-star service for all guests of The Hacienda Del Sol. Plays a key role on the Leadership Committee and in planning strategy, culture and tactics needed to exceed guest expectations and reach company goals.

Job Duties

  • Primary executive responsible for driving service engagement throughout the organization, championing a service culture through purpose, process, training, relationships and motivation.
  • Provides leadership and support to all Front Office, Housekeeping, Guest Services, Bell/Valet and Reservations.
    • Manages the guest experience from pre-arrival through post departure
    • Assist in interviewing, hiring, training, and coaching all rooms division positions to create a positive engaging service culture
  • Reviews activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives
  • Assist with Revenue management's day-to-day operations such as balancing inventory, and recommending reservations for potential room upgrades to maximize revenue
  • Confers with the Leadership Committee and department heads to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
  • Develops, reviews, updates and implements business strategic planning, including sales, financial performance and new products and services related to resort-wide lodging
  • Oversees productivity and operating reports and resolves opportunities to ensure minimum financial impact and prevent operational delays to meet future growth
  • Reviews and approves preparation of accounting analysis for budgetary planning and implementation, production efficiency, financial reporting, budgetary planning and submittal for capital expenditures for hotel wide.
  • Instills a calm, organized approach when interacting in stressful situations; approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
  • Oversees and direct the hotel-wide guest service programs, ensuring training of and adherence to standards
  • Maintains confidentiality of guest information and follows proper protocol to secure and protect pertinent data
  • Manages schedules to ensure proper coverage and service levels.
  • Write, communicate, and implement Standard Operating Procedures. Assure team is executing and regularly training on all procedures.
  • Develops and implement guest service standards and measure delivery of customer service
  • Manages the customer satisfaction scores for hotel.
  • Attends all daily pre-shift meetings and department meetings to ensure staff is informed of promotions, specials, guest comments and other daily events.
  • Lead Front Office staff to assure they (and you):
    • Provide guests with exceptional service
    • Welcome guests in a warm and authentic manner.
    • Initiate relationship building through establishing rapport
    • Manage available room and upgrade inventory.
    • Review guest charges and account balances.
    • Build guest loyalty by helping and recognizing returning guests.
    • Respond to guest requests and ensure issues are resolved.
    • Escalate guest service issues where appropriate.
  • Ensure all standards are being upheld in the dept.
  • Build department strategies to not only grow customer service scores but also profitability, strategies for payroll, staffing and up-selling.
  • Maintain department expenses to assure staying within budgeted/forecasted amounts and to support our business needs of creating exceptional guest experience.

Qualifications:

5 years previous Director experience

Progressive front office operations management experience. 

Opera knowledge preferred.

Bachelor's Degree or equivalent

Forbes Service Standards Experience preferred

Director of Rooms - Tucson, AZ

Summary: The Director of Hotel Operations is responsible for oversight of the hotels guest operations departments, outside of food and beverage. This position will provide Leadership and guidance to operations team leaders and teammates. Responsible for providing exceptional service for all internal and external guests. Delivering and executing Forbes 4-star service for all guests of The Hacienda Del Sol. Plays a key role on the Leadership Committee and in planning strategy, culture and tactics needed to exceed guest expectations and reach company goals.

Job Duties

  • Primary executive responsible for driving service engagement throughout the organization, championing a service culture through purpose, process, training, relationships and motivation.
  • Provides leadership and support to all Front Office, Housekeeping, Guest Services, Bell/Valet and Reservations.
    • Manages the guest experience from pre-arrival through post departure
    • Assist in interviewing, hiring, training, and coaching all rooms division positions to create a positive engaging service culture
  • Reviews activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives
  • Assist with Revenue management's day-to-day operations such as balancing inventory, and recommending reservations for potential room upgrades to maximize revenue
  • Confers with the Leadership Committee and department heads to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
  • Develops, reviews, updates and implements business strategic planning, including sales, financial performance and new products and services related to resort-wide lodging
  • Oversees productivity and operating reports and resolves opportunities to ensure minimum financial impact and prevent operational delays to meet future growth
  • Reviews and approves preparation of accounting analysis for budgetary planning and implementation, production efficiency, financial reporting, budgetary planning and submittal for capital expenditures for hotel wide.
  • Instills a calm, organized approach when interacting in stressful situations; approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
  • Oversees and direct the hotel-wide guest service programs, ensuring training of and adherence to standards
  • Maintains confidentiality of guest information and follows proper protocol to secure and protect pertinent data
  • Manages schedules to ensure proper coverage and service levels.
  • Write, communicate, and implement Standard Operating Procedures. Assure team is executing and regularly training on all procedures.
  • Develops and implement guest service standards and measure delivery of customer service
  • Manages the customer satisfaction scores for hotel.
  • Attends all daily pre-shift meetings and department meetings to ensure staff is informed of promotions, specials, guest comments and other daily events.
  • Lead Front Office staff to assure they (and you):
    • Provide guests with exceptional service
    • Welcome guests in a warm and authentic manner.
    • Initiate relationship building through establishing rapport
    • Manage available room and upgrade inventory.
    • Review guest charges and account balances.
    • Build guest loyalty by helping and recognizing returning guests.
    • Respond to guest requests and ensure issues are resolved.
    • Escalate guest service issues where appropriate.
  • Ensure all standards are being upheld in the dept.
  • Build department strategies to not only grow customer service scores but also profitability, strategies for payroll, staffing and up-selling.
  • Maintain department expenses to assure staying within budgeted/forecasted amounts and to support our business needs of creating exceptional guest experience.

Qualifications:

5 years previous Director experience

Progressive front office operations management experience. 

Opera knowledge preferred.

Bachelor's Degree or equivalent

Forbes Service Standards Experience preferred

Job Details

Reference # 42369
Posted on 04 Jun 2019
Closes on 04 Jul 2019 11:49
Property name
Location(s) Tucson, AZ
City Name
Department Operations
Career level Experienced, Management
Hours/Status Full-time
Pay range ($low)
Pay range ($high)
Bonuses Yes
Benefits Relocation Allowance
More details (document)
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