Director, Hotel Operations

External Applicants:

Please ensure all required documents are ready to upload before beginning your application including your resume cover letter and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the My Experience application page.

• Locate the Resume/CV document upload section at the bottom of the page.

• Use the Select Files button to upload your cover letter resume and any other required supporting documents. You can select multiple files.

Important Note: The My Experience page is the only opportunity to attach your cover letter resume and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website.

A cover letter is required for all positions; optional for facilities campus services and hospitality roles unless otherwise specified.

Job Description Summary

Job Description

Essential Functions:

Managing the Guest Experience

• Creates a guest experience culture and develops staffs 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 estates 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 brands 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 estates 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 bachelors 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 drivers 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.

Additional Job Description

Time Type Requirement

Note to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race color religion national origin sex age sexual orientation gender identity and expression genetic information disability and military or veteran status.

Accommodations for Applicants

If you are an individual with a disability and need an accommodation to participate in the application or interview process please contact or .