Director Of Operations

Director of Operations - Rooms

Embassy Suites Deerfield, managed by Crescent Hotels & Resorts, is seeking a Director of Operations - Rooms. This role provides guidance and leadership to the Rooms Divisions, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out all programs. The Crescent portfolio is comprised of full-service premium branded hotels within the Marriott, Hilton, Hyatt and IHG brands, as well as high-end independent and lifestyle hotels within the Latitudes by Crescent collection. We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright. We are committed to providing you with a rewarding career which includes medical, dental, vision, 401K, life insurance, vacation and sick time, paid holidays, tuition reimbursement and hotel room and food and beverage discounts through the Hilton Brand and Crescent Hotels & Resorts managed properties.

What will you be doing:

• 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.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear directions to staff.
• Assign and instruct Rooms and Food and Beverage 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.
• 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.
• Supervise the budgeting, forecasting, training, motivating and staffing of the Room Departments including: Housekeeping Services, Front Office, Laundry, Guest Services, Culinary, and Food and Beverage.
• Prepare forecast expenses and actual results for the Rooms and Food and Beverage Divisions revenue and expenses.
• Review Security and department shift logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• 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.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms and Food and Beverage Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities