JOB SUMMARY
Functions as the strategic business leader of the property's Food and Beverage, and Rooms/Villas Operations. The Director of Operations would be responsible for assisting the General Manager in managing daily hotel operations in the Resort’s continuing effort to deliver outstanding guest service and financial profitability. The job also requires developing and implementing business strategies for the Resort aligned with the Resort’s overall mission, vision, values and strategies. The position guarantees the meeting of the brand’s standards on Resort Operations, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the different departments and develops positive owner relations. Areas of responsibility may include Front Office, Guest Experience, Housekeeping, Food and Beverage/Culinary and Marketplace . Position is part of the Site Leadership team and works with direct reports (department heads) to develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.
CANDIDATE PROFILE
Education and Experience
· 2 year degree with 4 years of hospitality experience or 4 year degree with at least two years hotel leadership in a full service hotel environment
· Fluent in English and Spanish. German is highly valuable.
· Financial Acumen
· Flexible schedule (weekends and evenings)
· Eligible to work in Spain and willingness to live in Mallorca.
CORE WORK ACTIVITIES
Managing Profitability
· Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
· Analyzes service issues and identifies trends.
· Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
· Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Managing Revenue Goals
· Monitors Rooms operations sales performance against budget.
· Reviews reports and financial statements to determine Rooms operations performance against budget.
· Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
· Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Leading Operations and Department Teams
· Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
· Develops systems to enable employees to understand guest satisfaction results.
· Communicates a clear and consistent message regarding departmental goals to produce desired results.
Managing the Guest & Owner Experience
· Reviews guest and owner feedback with leadership team and ensures appropriate corrective action is taken.
· Responds to and handles guest problems and complaints.
· Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
· Works on main check in days and is present during guest events.
· Creates an atmosphere in all areas that meets or exceeds guest expectations.
Managing and Conducting Human Resources Activities
· Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
· Ensures employees are treated fairly and equitably.
· Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
· Fosters employee commitment to providing excellent service, participates in…