Director of Operations
Company: The Crescent Hotels Group
Location: Washington
Posted on: April 23, 2024
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Job Description:
Description1. Implement and manage hotel's daily quality process
including goal communication, associate improvement, compliance
with Crescent standards of product and performance, service
recovery and problem resolution. Disseminate feedback from comment
cards, guest satisfaction and service failure measurements and
coach accordingly.2. Interview, hire, train, resolve problems,
provide open communication.3. Communicate both verbally and in
writing to provide clear direction to staff.4. Assign and instruct
Rooms Division Department Managers 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 problems such as price
conflicts, insufficient heating or air conditioning, etc. 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: Telephone, Housekeeping
Services, Front Office, Laundry, Concierge and Guest Services.7.
Prepare Forecast expenses and actual results for the Rooms 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.10. Comply with attendance rules and be
available to work on a regular basis.11. Perform any other job
related duties as assigned.Equal Opportunity Employer/Protected
Veterans/Individuals with DisabilitiesThe contractor will not
discharge or in any other manner discriminate against employees or
applicants because they have inquired about, discussed, or
disclosed their own pay or the pay of another employee or
applicant. However, employees who have access to the compensation
information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees
or applicants to individuals who do not otherwise have access to
compensation information, unless the disclosure is (a) in response
to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Source: Crescent Hotels & Resorts
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Keywords: The Crescent Hotels Group, Arlington , Director of Operations, Executive , Washington, Virginia
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