Director of Operations

Description

POSITION PURPOSE:       

• Responsible for the overall operational function of the Rooms and Food and Beverage Departments at the Hilton Madison Monona Terrace
• Ensure superior customer service, Sales/Revenue and the Catering Office, achieve maximum profits, and ensure the highest quality of product through effective cleanliness and maintenance program in all areas of responsibility
• Will operate the departments according to the strategic plan
• Responsible for being in compliance with Preferred Standards, specifications and employee relations
• Act as General Manager during his/her absence

ESSENTIAL FUNCTIONS:

• Directing and coordinating the activities of all assigned personnel and departmental responsibilities. 
• Maintaining a high quality hotel image through effective housekeeping and sanitation in the operation. 
• Maintaining knowledge of local competition and current industry trends.
• Maintaining an appropriate level of community and public affairs involvement.
• Implementing and supporting hotel policies and procedures.
• Maintaining fair wage and salary administration in the department in accordance with policy. 
• Assessing and reviewing the job performance of subordinates and maintaining records of assigned associates according to policy.
• Interfacing department and self with other departments of the hotel ensuring a harmonious working relationship. 
• Operating in compliance with all local, state, and federal laws and government regulations, communicating effectively within and between departments, ensuring good safety practices of associates, understanding and actively participating in the hotels emergency action plans, security and loss prevention.
• Achieving and/or exceeding budgeted sales, operating within budgeted guidelines by maintaining effective controls, and developing and forecasting accurate and aggressive long and short range financial objectives. 
• Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Direct and monitor all corporate marketing programs. 
• Responsible for development and execution of capital planning and proposals.
• Member of the Executive Operating Committee of the hotel.
• Personally address all guest complaints within specified timelines.
• All other duties as assigned.

POSITION REQUIREMENTS:

• Minimum of five years previous experience in the hotel industry in a leadership position, Food and Beverage and/or Rooms Division.  i.e. Food and Beverage Director or Rooms Director.
• Must be able to read and understand various financial statements and work with them to provide solutions to various problems.

FOOD & BEVERAGE

1. Providing the highest quality in food, beverage, and service in all Food and Beverage outlets. 
2. Maintaining existing programs, and developing new programs ensuring the highest possible quality of food and service. 
3. Maximizing sales potential through aggressive marketing of each hotel Food and Beverage outlet. 
4. Achieving budgeted sales and maximum profitability. 
5. Securing all Food and Beverage property and inventories.
6. Conducting regular departmental meetings efficiently and in a timely manner.
7. Maintaining warm, hospitable guest relations in all guest contact, and positive associate relations in a supportive environment. 
8. Increasing guest satisfaction ratings, to ensure Net Promoter results are above brand standard in all departments, prompt, courteous, and proper service, and surveying guest comment cards to correct situations immediately.

ROOMS

1. Organizes and conducts pre-shift and departmental meetings to disseminate pertinent information. 
2. Performs daily room inspections and public areas with Housekeeping manager and Chief Engineer & FOM.
3. Manage and motivate all Rooms Division Managers with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction and quality of cleanliness and service standards.
4. Maximizing sales through aggressive use of yield management and to up-sell at the desk to attain maximum average rate. 
5. Achieve budgeted occupancy and average rate and maximize sales.
6. Maintain a high quality image through effective housekeeping by means of improved professional and efficient service standards. 
7. Securing all rooms property, equipment and inventories.  
8. Maintaining and updating Property Management System. 
9. Communicating all maintenance and repair needs to appropriate individuals.
10. Developing, implementing and maintaining new techniques and products to maximize the profitable operation of the Housekeeping and Laundry (if applicable) Department(s).
11. Preparing reports and attending meetings with the management staff to anticipate the business expected and the resulting demands that will be placed on the hotel to include:

Occupancy forecasts

Expected arrivals/departures

House count

Room Rate structure

Pre check in

Equal Opportunity Employer