Andaz 5th Avenue

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

The goal of the Director of Operations is to work directly with all areas of the hotel and will report directly to the General Manager. They are to provide senior leadership and support to other managers and colleagues in executing our purpose. The ideal Director of Operations will accomplish this by monitoring the daily functions of the Rooms and Food & Beverage. This position will also have direct responsibilities including providing support and guidance to the colleagues, ending in a positive guest experience. The responsibilities include overseeing the entire operations function in the hotel. Duties also include training, staff development and scheduling.

Scope and General Purpose of Job: To ensure the smooth and efficient running of all operational aspects of the Operations and to ensure that the various departments are run according to the standards set for the brand in general and the hotel specifically.

Main Duties:

Administration

To ensure that the Operational activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. To represent the Operations team on the Hotel's Executive Committee. To oversee the preparation and update of individual Departmental Operations Manuals. To conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary. To ensure that guest history files are maintained and utilized.

Customer Service

To ensure that all employees deliver the brand promise and provide exceptional guest service at all times. To ensure that employees also provide excellent service to internal customers in other departments as appropriate. To spend time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary. To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Financial

To ensure that each revenue generating department in operations is operated in line with maximizing revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise. To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. To ensure that each cost center operates with the lowest possible cost structure while also delivering on the brand promise to the guest. To coordinate the preparation of the Annual Business Plan for Operations. To strategically analyze business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate. To proactively manage costs based on key performance indicators, working through the respective Heads of Department as appropriate. To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Marketing

To prepare, utilize and update an Annual Marketing Plan, broken down as necessary by division and/or department. To constantly evaluate local, national and international market trends, vendors and other hotel operations to make sure that the hotel’s own operations remain competitive and cutting edge. To encourage Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business. To actively participate in weekly yield and revenue management meetings, overseeing the appropriate pricing structures to maximize yield and overall profits. To entertain frequent and potential customers, in liaison with the Marketing Department.

Operational

To create exceptional Andaz experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and adjust where necessary. To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. To meet and greet regular and VIP guests as appropriate, and to ensure the proper handling of all of their reservations, room assignments and check-in experience. To ensure the implementation of the hotel’s Guest Recognition Program. To regularly inspect rooms and other F&B areas to ensure that the set standards are being maintained. To work with the Engineering Department to maintain all operational areas to the highest standard. To feedback the results of the Consumer Audit and to ensure that the relevant changes are implemented. To work closely with other Executive Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of all stakeholders. To make sure that operations team work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

Personnel

To oversee and assist in the recruitment and selection of all Operations employees. To make sure that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees. To oversee the punctuality and appearance of all operation employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards. To maximize the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. To conduct annual Performance Development Discussions with Heads of Department and to support them in their professional development goals. To ensure that they in turn conduct annual Performance Development Discussions with their employees. To ensure that each Head of Department plans and implements effective training programs for their employees in coordination with the HR Manager and their Departmental Trainers. To encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics. To ensure that all employees have a complete understanding of and adhere to employee rules and regulations. To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security. To feedback the results of the Employee Engagement Survey and to ensure that the relevant changes are implemented.

Other Duties

To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations, especially travel agencies, local business groups and airlines. To respond to changes in the operations function as dictated by the industry, company and hotel. To read the hotel's Employee Handbook and understand and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety. To attend training sessions and meetings as and when required. To carry out any other reasonable duties and responsibilities as assigned.

Salary range for this position is $110,900 to $145,200 dependent on experience

Qualifications

· In-depth skills and knowledge of hotel operations

· Possess strong leadership, communication, organization and relationship skills.

· High level Experience with training, financial management and customer service

· Proficient in general computer knowledge

· Previous experience with Hotel and Management Systems; such as Opera, Reserve, HotSOS, Kronos, Etc.

· A true desire to exceed guest expectations in a fast-paced customer service environment.

· Ability to work a flexible schedule including nights, weekends, and all holidays.

· Previous Luxury and International Hospitality Experience preferred.

· Minimum of 8 years of Hospitality or relevant management experience required.