Director of Operations - Full-time / Part-time

Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.

To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.

Job Description Summary:

Supervise all Rooms and F&B Departments and insure their standards of operation are maintained and are working in harmony at a profit.

Job Description:

1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from guest reviews, guest satisfaction and service failure measurements and respond to all and coach staff accordingly.

2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

3. Communicate both verbally and in writing to provide clear direction to staff.

4. Assign and instruct Rooms Division Department Managers, Front Office, Housekeeping and F&B in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.

5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve any and all guest problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

6. Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Housekeeping Services, Front Office, Laundry, Concierge, Guest Services and F&B.

7. Prepare Forecast expenses and actual results for the Rooms and F&B Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

8. Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

9. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.