Director, Hotel Operations.

Full-Time

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Guest Experience, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and to ensure the implementation of the estate service strategy and initiatives. The position ensures that hotel operations meet the estate’s standards, address customer needs, maintain employee satisfaction, drive revenue growth, maximize departmental financial performance, and build positive relationships. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the estate’s target customer and employees and provides a return on investment. This position reports to the Vice President – Hospitality and Auxiliary Services and works collaboratively with the property Director of Finance, as well as the Director of Sales and Marketing, to achieve results.

*This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Essential Functions:

Managing the Guest Experience

• Creates a guest experience culture and develops staff’s skills and skills aligned with our vision.
• Reviews guest feedback with the 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 the quality of product, service levels, and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing Revenue Goals

• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports the 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 the team accountable for results.

Leading Operations and Department Teams

• Champions the estate’s service vision for product and service delivery and ensures alignment amongst the hotel 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 stewardship of this historic landmark

• Drives the stewardship and care of this historic property.
• Establishes strategies to maximize funding sources and funding priorities for property renewal.

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 the property moving forward toward the achievement of goals.
• Works with the hotel management team to develop an operational strategy that is aligned with the estate’s business strategy and leads its execution.

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 Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy,” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensure business initiatives are implemented, and communicate follow-up actions to the team as necessary.

Required Education, Knowledge, Skills, Abilities:

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• More than 5 years of experience in a luxury hotel or similar enterprise.
• Demonstrated experience supervising and managing employees, including recruitment, onboarding, performance management, coaching, and professional development.
• Proven ability to lead teams effectively, foster a culture of accountability, and support employee engagement and retention.
• Exceptional organizational and time-management skills with a documented ability to proactively plan work and consistently meet or exceed established deadlines.
• Excellent communication skills, both verbal and written.
• Excellent interpersonal skills, including customer service skills.
• Ability to collaborate with colleagues to advance the mission of the conference center and the greater university.
• Ability to communicate effectively in the English language.
• Knowledge of budget preparation and fiscal management.
• Ability to make independent decisions.
• Ability to resolve conflicts among guests and/or employees.
• Ability to interact with guests positively and tactfully.
• Proficiency in MS Office, Word, Windows, Internet, and Email; knowledge of hotel and reservation Software.
• Ability to troubleshoot computer errors and system problems.
• Ability to multitask in a fast-paced environment.
• Ability to work any schedule/shift.
• Ability to drive and operate golf carts and other vehicles.
• Valid driver's license with good driving record; must be insurable.

Preferred Education, Knowledge, Skills, Abilities:

• Servant leadership, project management, and luxury hospitality.

Accountabilities:

• Supervises, trains, and provides work direction and problem-solving assistance for operations managers, including culinary, front office, guest experience, housekeeping, food and beverage, maintenance, and coordination.
• Responsible for the performance management of departments under supervision.
• Provides input on budget development and ensures adherence to the budget for all departments under supervision.

Physical Requirements:

• Medium work: Exerting up to 50 pounds of force occasionally (with help) and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Physical activities include: balancing, stooping, reaching, standing, walking, lifting, grasping, talking, hearing, and repetitive motion.
• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.

Environmental Conditions:

• Subject to both environmental conditions: activities occur both inside and outside.