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Hotel Operations Director

2 months ago

Hamilton, Ontario, Canada Accor Hotels Full time
Job Description

Job Title: Hotel Operations Director

Job Summary:

The Hotel Operations Director is a senior leadership role responsible for the day-to-day operation of a luxury hotel. The successful candidate will be an inspirational ambassador for the hotel and will lead by example in developing high-quality relationships with guests, ensuring that all tasks relating to guest service, comfort, and satisfaction are treated with utmost priority.

Key Responsibilities:

  • Ensure the delivery of a consistently high level of memorable luxury guest experiences, colleague engagement, and profitability across all aspects of the operation.
  • Provide strategic planning and inspirational leadership that creates a positive high-performance and high-engagement culture.
  • Deputise for the Managing Director as required, and be an inspirational ambassador for the hotel.
  • Work in partnership with Sales and Marketing, Finance, Purchasing, IT, and Talent and Culture to ensure a seamless five-star guest experience.
  • Consistently deliver memorable and Forbes 5-star service experiences.
  • Build a high-performing and highly engaged team.
  • Optimise both profitability and value of the hotel brand.
  • Ensure that delivery of Forbes 5-star personalised guest experience is the key focus across all areas of the hotel.
  • Lead by example in developing high-quality relationships with guests.
  • Analyse feedback and trends in guest satisfaction, taking appropriate action to strive for enhancements at every opportunity.
  • Have expert knowledge of the facilities, services, and events offered by the hotel and the surrounding area, and actively promote them.
  • Build a culture of prioritising quality improvement through training plans, quality audits, corrective action plans, and regular review.
  • Ensure that guest problems or complaints are effectively resolved.
  • Liaise closely with all Heads of Department with regards to servicing and handling of high-profile guests.
  • Ensure the cleanliness of all areas of the hotel meet with legislative requirements and standards.
  • Monitor rotas to ensure effective coverage of the outlets and manage payroll in line with budget.
  • Support the HODs in the management of the talents, ensuring that expectations are clear, feedback is given, and talent is developed.
  • Build positive and collaborative working relationships with ExCom and Accor stakeholders, Ownership, and Community.
  • Develop strategies and plans to enhance the performance across the hotel, working inclusively with HODs.
  • Meet regularly with HODs to review the operational performance.
  • Work in partnership with the Director of Talent and Culture to create a positive, diverse, and empowered, high-performance culture.
  • Ensure that Standard Operating Procedures and On-Job Training Programs are in place and delivered across the operations to build capability and meet brand and service standards.
  • Ensure that all talents have a complete understanding of, and adherence to, the company rules and regulations, and in particular the policies and procedures relating to Fire, Hygiene, Health, and Safety.
  • Monitor the on-boarding of new talents to ensure they are positively welcomed and supported into the team.
  • Ensure that regular one-to-one meetings, probation reviews, and appraisals are conducted in a timely manner.
  • Ensure that all talents are consistently treated fairly, with dignity and respect, as outlined in their terms and conditions of employment, local legislation, and company policies and procedures.
  • Actively promote a 'one team' culture and diversity and inclusion throughout the hotel.

Budgeting and Cost Control:

  • Work in partnership with the Director of Finance and Business Services to optimise financial performance while enhancing brand reputation and value.
  • Ensure that financial results are in line with the hotel's targets.
  • Prepare the operational annual budget in line with hotel strategy.
  • Validate the closing of the month, and work to optimise stock control and waste management.
  • Ensure that the building, equipment, and cultural assets of the hotel remain in good condition and working order.

Sustainability and Community:

  • Champion sustainability efforts of the hotel, diversity and inclusion, and other Accor-related programs in the operation.
  • Respond to any changes as dictated by the needs of the industry, company, or hotel.
  • Maintain all hotel records and forms required for audit purposes and as prescribed by local management and policies.

Requirements:

  • Extensive hotel operations experience required in a senior leadership role, within a similar hotel brand.
  • Develops, mentors, and empowers team members, inspiring them by building a positive culture.
  • Collaborates with colleagues across the hotel, communicating clearly and consistently to ensure understanding.
  • Enables the team by directing, coaching, coordinating, and monitoring resources and activities to achieve goals.
  • Understands financial data and the operations of their own and other departments.
  • Is willing to work weekends, sharing the duty with the Director of Rooms and other Directors of Operations as needed or directed by the Managing Director.

Benefits:

  • Competitive salary and benefits, including pension and life assurance.
  • Private health insurance.
  • 31 days of holiday, including public holidays (increase to 33 days after 5 years).
  • Special rates for Savoy colleagues and their friends and family, and discount across Accor hotels worldwide.
  • Fantastic colleague rates in Fairmont and Raffles hotels worldwide, including friends and family.
  • Free stay at The Savoy after successful completion of probation.
  • 50% discount at our iconic American and Beaufort Bars.
  • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
  • 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890.
  • Laundry services and dry cleaning for uniformed and non-uniformed colleagues.
  • Colleague gym facility and Virgin Active gym membership discount.
  • English language classes.
  • Colleague restaurant.
  • Local F&B, retail, and gym discounts.