Director of Operations

**JOB OVERVIEW**

Oversees and directs all aspects of both the Rooms function and Food and Beverage function. Under rooms, operations include Front Office, Housekeeping, Engineering and Security. Under Food and Beverage, operations include F&B Service and Kitchen operations.

At **Holiday Inn**®**we want our guests to relax and be themselves which means we need team members to:

- Be you - by being natural, professional and personable in the way you are with people
- Get ready - by taking notice and using your knowledge so that you are prepared for anything
- Show you care - by being thoughtful in the way you welcome and connect with guests
- Take action - by showing initiative, taking ownership and going the extra mile

**DUTIES AND RESPONSIBILITIES**

**FINANCIAL RETURNS**:

- Contributes to installing and monitoring cash management programmes including inventories and receivables
- Works with Director of Finance in the preparation and management of the Department’s budget

**PEOPLE**:

- Interacts with guests and individuals outside the hotel, including, but not limited to, current and potential clients, owning company representatives, community leaders, government officials, travel industry representatives, suppliers, competitors and other members of the local community
- Manages the functions of all hotel personnel through supervision of hotel department heads
- Identifies future potential department heads and participates in the development of their training plans
- Establishes and maintains effective internal communication and meetings structures to ensure optimum teamwork and productivity
- Establishes and maintains effective employee relations including open communication with all employees
- Co-ordinates functions and activities with General Manager, Regional, Area and Corporate staff as appropriate.
- Works with Human Resources on manpower planning and management needs

**GUEST EXPERIENCE**:

- Assists in the development and implementation of the Strategic Plan, Marketing Plan, Budget and Goals Programme to ensure on an on-going basis optimum guest satisfaction, sales potential and profitability
- Ensures highest level of guest satisfaction by providing within Corporate standards quality guest services and amenities

**RESPONSIBLE BUSINESS**:

- Assists in monitoring present and future trends, practices and systems in the hotel industry and determines and ensures execution of competitive programmes as directed
- Participates in conducting weekly inspections and ensures physical facilities are kept in operational condition by full implementation of preventive maintenance programmes and judicious planning and management of FF& E, as directed
- Ensures emergency procedures are practised and enforced to provide for the security and safety of guest and employees
- Establishes and maintains a prominent level of visibility and involvement in the property and in business, social and governmental communities as appropriate
- Develops recognition programmes, advertising and promotional campaigns to obtain greatest market awareness and patronage
- Reviews energy conservation programme to ensure minimum energy and utility consumption without sacrificing human comfort
- Keeps General Manager informed of any unforeseen events, which may occur in his/her absence
- Assists in selling hotel through personal involvement with all potential markets as required
- Ensures environmentally friendly practices are implemented in accordance with the IHG Environmental Manual/local applicable laws and regulations
- Monitors purchasing practices to ensure compliance with IHG policy and procedures
- Perform other duties as assigned. May also serve as manager on duty. In the absence of the General Manager, assumes responsibilities as appropriate
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and enforce these in your areas
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Ensure security incidents and accidents are logged, investigated and rectified to prevent future catastrophes

**ACCOUNTABILITY**

Position is the top level in a full-service property with multiple outlets and complex operations, which may include one or more of the following: multiple buildings with an extensive range of facilities and variety of technical aspects, complex owner relationships, extensive competitive pressures, difficult labour relations and/or union pressures.

Position typically reports to the General Manager.

**QUALIFICATIONS AND REQUIREMENTS**

Bachelor’s degree / equivalent in Hotel Administration, Business Administration, plus three years’ prior hotel management experience / equiva