DIRECTOR – HOTEL OPERATIONS – Hard Rock International (USA), Inc.

Job Title: DIRECTOR – HOTEL OPERATIONS

Location: Ottawa, ON

Job Description: Overview:The incumbent is responsible for directing hotel, sales, retail and valet through strategic planning and successful implementations of goals, objectives and policies in accordance with the established Federal, Provincial and Municipal requirements for pre-opening, grand opening and on-going operations. This role oversees all aspects of the hotel property including operations, staffing, and guest satisfaction. The role is responsible for maximizing operational efficiency and profitability. The Director, Hotel Operations Monitors all operating costs, budgets, and forecasts. Oversees maintenance and building appearances in area of responsibility. The Director, Hotel Operations directs and coordinates related operating activities to achieve efficiencies and economies to optimize the guest experience and company revenues and profits. Responsibilities:

• Responsible for leading the following departments Hotel Operations, including Front Desk, Bell Services, VIP Check-in, Room Attendants, Housekeeping, Valet, Sales and Retail.
• Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
• Monitor and justify expenditures by departments to ensure they meet budgetary guidelines.
• Interviews, hires, trains, schedules, appraises, and supervises all directly assigned personnel. Oversees same for indirect reports.
• Develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence.
• Act as the main point of contact for ensuring guest feedback, and monitoring follow up in all areas of review including guest surveys.
• Promotes positive guest and employee relations at all times.
• Enforce compliance with administrative policies, procedures, safety rules and health regulations.
• Adherence to proper accounts receivable practices.
• Maintains a clean, safe, hazard-free work environment within areas of responsibility.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Recruit, train, coach and appraise managers, supervisors and employees to maximize their potential and achieve their career goals, all the while performing actions and behaviours that reinforce the Hard Rock Mission and Values.
• Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service.
• Stays abreast of the current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports and team members as appropriate.
• Reporting as required; daily, monthly, quarterly, and annual to ensure compliance with regulatory requirements and develop and monitor controls and procedures to ensure such compliance.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities, playing a critical role in the achievement of organizational goals.
• Assist and collaborate in performing a wide variety of relevant projects.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Other duties as assigned.
• Lives the Brand.
• Attend industry conferences / seminars as required and represent the Brand off site.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned. Qualifications:EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Minimum 10 years in senior hotel leadership roles.
• Bachelor’s degree in Business, Hospitality, Finance, or related area of study required.
• A minimum of five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required.
• Preferred experience as a Director of Hotel Operations, Rooms Executive, General Manager, or equivalent level.
• Experience in opening a new hotel property would be considered an asset.
• Must be able to obtain and maintain all appropriate licenses / certifications per Federal, Provincial, and Gaming regulations.
• Must successfully pass background check.

ADDITIONAL REQUIREMENTS

• Be flexible to work varying shifts and time schedules.
• Must be able to work holidays and weekends.
• Prior experience in the Gaming industry preferred.
• Fluency in English: additional languages (French) preferred.

SKILLS

• Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions, including resource quantities, costs, and expenses.
• Prepare and execute business plans to ensure the maximization of department(s) performance.
• Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
• Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
• Be aware of all scheduled daily group activities and names and locations of meeting/banquet rooms.
• Direct the Sales team to keep apprised of group booking status and to maintain room rate control and availability status.
• Ensure quality and timeliness of work performed by contracted vendors.
• Protect and enhance the value of property assets through appropriate programs and maintenance. Evaluate condition of equipment and property and conduct analysis for capital expenditure needs.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Develop and administer goals, objectives, and procedures.
• Make unpopular and/or difficult decisions which benefit the organization in the short and long term.
• Be a strategic, ethical, and effective motivator.
• Forecast changes in the economic climate and/or profits and react accordingly.
• Proficient in MS Office and hotel-specific platforms (HotSOS, Delfi, Opera, etc.)
• Excellent interpersonal, oral and written communication skills with all levels of the organization.
• Must have a proven track record of providing excellent Guest Service Scores.
• Must have a strong understanding of processes and procedures involving Housekeeping and Casino Public Areas.
• Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable, authentic experience that rocks!
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Ability to sustain high level of confidentiality, integrity, and professionalism.
• Interpret and explain Policies and Procedures.
• Manage multiple tasks concurrently in a changing environment.
• Self-motivated, self-directed and exhibit strong attention to detail.
• Must have capacity to exercise sound judgement, reasoning, and logic in making necessary decisions including recommendations to management for continuous improvement.
• Must be able to address stressful situation with guests with dignity and the utmost tact and politeness.
• Establish and maintain effective working relationships with those contacted during work.

PHYSICAL DEMANDS

• Must able to push/pull/lift 50lbs.
• Must be able to move about the facility as part of duties
• Ability to stand and sit for extended periods of time
• Ability to walk distances
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications require of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by your Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes. Additional Details:Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.Please contact Human Resources at if you require accommodation at any time throughout the hire process.

Company Name: Hard Rock International (USA), Inc.

Salary:

Apply for this job!