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Director of Operations

Company: Pyramid Hotel Group
Location: Berkeley
Posted on: January 27, 2023

Job Description:

Hotel/Resort Name The Residence Inn by Marriott Berkeley Posted Date 3 days ago (11/7/2022 6:02 PM) Location US-CA-Berkeley Department Operations Position Type Regular Full Time # of Openings 1 Requisition ID 2022-21012 Requisition Post Information* : External Company Name Pyramid Hotel Group Requisition Post Information* : External Company URL https://careers-phg.icims.com Address 2121 Center St Postal Code 94704 About Us Experience an energizing Residence Inn by Marriott Berkeley. Soaring 17 stories high, this Berkeley, CA hotel features 331 suites with fully equipped kitchens, separate living spaces, and a thoughtful collection of modern amenities. We offer over 15,000 sq.ft. of flexible meeting & event space as well as a rooftop restaurant and bar with spectacular views of the San Francisco Bay Area. Located in the heart of Downtown Berkeley, half a block from Downtown Berkeley BART station and several bus routes making it simple to commute to and from your new career adventure. At Residence Inn Berkeley, not only do we welcome DIVERSITY, - We embrace it, encourage it, and celebrate it. - CARE / RESPECT / REWARDS EEOC/ADA/VET/LGBTQ+ Description Join the New Residence Inn by Marriott Berkeley! Berkeley's newest hotel destination, The Residence Inn by Marriott Berkeley, offers guests contemporary apartment-style accommodations with fully equipped kitchens, separate living spaces and thoughtful modern amenities. Located in the heart of Downtown Berkeley, this 17 story property with 331 suites features over 15,000 square feet of flexible meeting and event space and a rooftop restaurant and bar with expansive and inspiring views of the city. We are looking for energetic, passionate and driven leaders to join our opening team for this beautiful brand-new property! The Residence Inn by Marriott Berkeley will embrace our employees through a culture of care, focused on giving respect, offering support and providing rewards.We are currently looking for a Director of Operatons to join our team! Position Summary: Reporting directly to the General Manager; the Director of Operations will direct, coordinate and provide guidance and leadership to the Front Office, Bell Services / Transportation, Housekeeping Department, Engineering and Food & Beverage ensuring consistent compliance with hotel policies and quality guest service while maximizing efficiency and departmental profitability. - Responsibilities:

  • Implement and manage hotel's daily quality process including goal communication, compliance with Pyramid and Hilton's standards of product and performance, service recovery and problem resolution. Disseminate guest feedback and coach accordingly.
  • Supervise operations department heads with the exception of Director of Finance, Executive Chef, Director of Sales, Director of Catering and Director of Human Resources.
  • Analyze with each Department Head their identified goals and the action steps to achieve them within the identified time frame.
  • Develop and implement appropriate policies, procedures and tools to ensure consistent service delivery.
  • Monitor progress, achievements and problem areas and report to the General Manager the effect on profitability and stability of hotel operations.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline when appropriate. -
  • Maintain effective communication and positive relations with team to ensure timely delivery of information that affects their areas of supervision and/or department.
  • Effectively field all guest complaints, conducting thorough research to determine most effective solutions for best results. Anticipate, identity, prevent, and solve problems as necessary. Respond to all Hilton Guest Assistance issues, conducting thorough research to develop the most effective solutions and negotiate results. Practice appropriate service recovery techniques to ensure guest satisfaction while maintaining hotel profitability.
  • Ensure a positive guest experience through quality and safety of the hotel's product and services.
  • Monitor hotel occupancy, make staffing adjustments accordingly. Supervise and review cost and inventory controls Prepare and control costs through proper forecasting, scheduling and expense management. Provide accurate reports on actual results for the rooms and food and beverage division revenues and expenses. Assist General Manager in comparing actual performance to planned performance, identifying variances and initiating corrective action.
  • Review security and MOD reports daily for significant incidents and coordinate with Department Heads all enforcement of policies and/or improvements in service needed.
  • Participate in and supervise the budgeting, forecasting, training, motivating and staffing of the operations department within the hotel to include; Front Office/Guest Services, Housekeeping, Laundry, Concierge, Engineering, and Food & Beverage areas of the hotel. Implement effective cost controls of labor costs and expenses.
  • Maintain awareness of all relevant Hilton brand standards and take necessary steps to ensure that we meet or exceed these standards and customer expectations. Review SALT scores daily to monitor appropriate areas and take corrective action if 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, consistency and solve problems that arise in the course of the work.
  • Participate in weekly revenue conference calls. Work with Sales Team to maintain highest occupancy at highest possible ADR.
  • Attend hotel meetings to include the weekly staff meeting, daily operations meeting and preconvention meetings.
  • Promote teamwork and remain flexible in the work environment. Assist Team Members whenever necessary. Promote a positive work environment where everyone's ideas are valued and considered and team is fully empowered to handle all guests' concerns.
  • Maintain a positive image on behalf of the hotel while at work and in the Community. Follow all Hilton Raleigh North Hills policies and procedures.
  • Perform other duties as assigned by the General Manager. Requirements Requirements:
    • Bachelor's Degree in hospitality or management field preferred
    • Minimum of five years related management experience, or an equivalent combination of education and experience.
    • Ability to lead both managers and team members.
    • Excellent interpersonal, organizational and communication skills.
    • Knowledge of hotel operations including security and safety programs, labor relations, preparation of business plans, budget and forecasting, expenditure controls, accounting principles, revenue generation, quality assurance, repairs and maintenance, and food & beverage experience in a management capacity.
    • Ability to resolve guest complaints through problem resolution techniques.
    • Ability to manage multiple tasks effectively.
    • Ability to work under pressure and deal with stressful situations.
    • Ability to effectively negotiate with vendors.
    • Experience with forecasting, budgeting, expenditure control and revenue generation. Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. If you are human, leave this field blank.

Keywords: Pyramid Hotel Group, Berkeley , Director of Operations, Executive , Berkeley, California

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