Director of Operations

Main Duties:

Administration

• Ensures that the Rooms & POMEC activities are aligned with the respective Corporate Priorities and Rooms Strategy, and that the Hotel Actions have been implemented where appropriate.
• Represents the Rooms & POMEC function on the hotel's Leadership Committee and the hotel in the absence of General Manager.
• Oversees the preparation and updates of individual Departmental Operations Manuals.
• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensures that GEM (guest experience management) is well maintained and utilised.

Customer Service

• Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.
• Ensures that associates also provide excellent service to internal customers in other departments as appropriate.
• Spends time in public areas observing associate-guest interaction and talking with guests, working through Heads of Department to coach associates in guest service skills as necessary.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that the Rooms & POMEC Division achieves the targets of the HYSAT Customer Satisfaction Programmes.

Financial

• Maximises associate 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.
• Ensures that each revenue generating department (e.g. Rooms, Spa, Telephone, and Guest Laundry) is operated in line with maximising revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise.
• Ensures that each cost centre (e.g. Housekeeping, Engineering) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
• Coordinates the preparation of the Annual Business Plan for Rooms, Security and POMEC.
• Strategically analyses business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
• Proactively manages costs based on key performance indicators, working through the respective Heads of Department as appropriate.
• Ensures 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

• Prepare, utilises and updates an Annual Marketing Plan, broken down as necessary by division and/or department.
• Constantly evaluates 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.
• Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.
• Actively participates in weekly yield and revenue management meetings, oversees the appropriate pricing structures to maximise yield and overall profits.
• Entertains frequent and potential customers, in liaison with the Marketing Department.

Operational

• Oversees the Rooms experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and make adjustments where necessary.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Meets and greets regular and VIP guests as appropriate, ensures the proper handling of all of their reservations, room assignments and check-in experience.
• Ensures the implementation of the hotel's Guest Recognition Programme.
• Regularly inspects rooms and other Rooms, Security & POMEC areas to ensure that the set standards are being maintained.
• Works with the Engineering Department to maintain guest rooms and the public areas to the highest standard.
• Strive exceeding goals in three key metrics in HySat: Customer Service, Cleanliness, and Working Order by working on the feedback results of the HySat as well as ensuring that the relevant changes are implemented.
• Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures that Rooms, Security & POMEC associates work in a supportive and flexible manner with other departments.

Personnel

• Oversees and assists in the recruitment and selection of all Rooms associates. Ensures that Heads of Department follow hotel guidelines when recruiting and use a competency based approach to selecting their associates.
• Oversees the punctuality and appearance of all associates, 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.
• Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Conducts regular bi-annual Check-in conversations and Performance Development Discussions with your team members and supports them in their professional development goals. To ensures that they in turn conduct the same with their associates.
• Ensures that each Head of Department plans and implements effective training programmes for their associates in coordination with the Learning Manager.
• Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Support the implementation of Hyatt's Purpose, Hyatt's Behaviour to Build, demonstrating and reinforcing Hyatt's Values.
• Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Administer the Colleague Experience Survey and to implement the relevant changes as to ensure over 95% favourable result in all Survey dimensions.

Other Duties

• Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, especially travel agencies, local business groups and airlines.
• Responds to changes in the Rooms, Security & POMEC functions as dictated by the industry, company and hotel.
• Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• Attends training sessions and meetings as and when required.
• Be knowledgeable in statutory legislation in associate and industrial relations.
• Ensures high standards of personal presentation and grooming.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Carries out any other reasonable duties and responsibilities as assigned.

Job Qualifications

• Luxury hotel experience in operational leadership roles.
• Strong leadership presence and confident decision making.
• Proven ability to lead diverse teams and inspire associates through coaching and mentoring.
• Guest centric mindset with a track record of achieving high guest satisfaction scores.
• Strong organizational skills with the ability to balance day to day operations and
• long term business goals.
• Knowledge of safety, hygiene and statutory compliance in hotel operations.