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    director of operations - San Diego, United States - Andaz San Diego

    Andaz San Diego
    Andaz San Diego San Diego, United States

    4 weeks ago

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    Description
    Summary

    At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experience to each and every guest.

    Hyatt is a place where high expectations are not just met – they are exceeded.
    Andaz San Diego is seeking a dedicated, professional, customer-service oriented individual to join the team as Director of Operations.

    In this leadership role the Director of Operations will report to the hotel's General Manager and will work with other leadership committee members to ensure high guest satisfaction scores in line with company targets, drive colleague engagement, and lead operations to achieve hotel benchmarks.

    As a member of the leadership committee, your responsibilities include:
    Overseeing all operations departments, especially Rooms and Food & Beverage divisions
    Coaching and developing managers to motivate and engage their teams
    Implementing retention strategies to retain top talent
    Maintaining clear communication with the GM through regular briefings
    Leading short and long-term operational planning and optimization
    Playing an active revenue management role; soliciting local business leads
    Directing F&B operations including menu development, inventory, forecasting
    Monitoring industry and competitors to evolve offerings over time
    Assisting with hiring, onboarding, training, performance reviews
    Fostering associate satisfaction through company culture initiatives
    Resolving escalated guest complaints to protect brand reputation
    Ensuring health code regulations and Hyatt service standards are met

    Managing Profitability and Revenue Goals:
    Analyze service issues and identifies trends to inform operations strategy.
    Develop and lead execution of Rooms and F&B operations strategies aligned with brand business goals.
    Review and audit expenses including departmental profits, payroll, cost per occupied room to optimize financial performance.
    Conduct weekly meetings with operations managers to discuss business performance.
    Prepare monthly, quarterly, and annual financial forecasts for Rooms and F&B.
    Authors annual capital expenditures proposal and report.
    Monitor Rooms and F&B sales versus budget and identifies root causes for gaps.
    Assess weekly and monthly P&L statements compared to budget and address underperformance.
    Coach operations teams to effectively manage occupancy rates, average daily rates, wages, and controllable expenses.
    Compare budgeted to actual wage expenses, addresses opportunities with managers, and holds them accountable to goals.

    Providing Exceptional Customer Service:
    Communicates key drivers of guest satisfaction and service standards for brand's target guest.
    Leads by example on delivering excellent customer service across all touch points.
    Reviews guest feedback, satisfaction scores with team and addresses root causes.
    Coordinates communication of event details to guests and operations teams.
    Creates atmosphere across Rooms Division that meets or exceeds expectations.
    Handles escalated guest complaints and problems through to resolution.
    Uses expertise and judgment to enhance guest experiences.
    Remains available to suggest alternatives and solve emerging guest issues.
    Interacts with guests regularly to solicit feedback on service and quality.
    Visible on property to connect with guests and gain real-time feedback.
    Integrates guest feedback into continuous improvement action plans.
    Emphasizes guest satisfaction in all departmental meetings.
    Sets clear expectations with team on duties and service parameters.
    Monitors and handles guest complaints.
    Anticipates sold-out dates, assists with locating alternate guest accommodations as needed.
    Reviews group resumes, follows up across departments to ensure arrival readiness.
    Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards.

    Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.


    Hyatt has the best to offer including:
    Paid holidays
    Vacation and sick leave
    Medical health care after 30 days of Full Time employment
    401k and company match after 1 year of service
    Paid Family Bonding time and Adoption Assistance
    Discounted and complimentary rooms at Hyatt locations across the globe
    Free colleague meals during shifts
    and many more
    Hyatt is an Equal Opportunity Employer –

    M/F/Veteran/Disability/Sexual Orientation/Gender
    The salary range for this position is $116,900 to $181,200. This is the pay range for this position that Andaz San Diego reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.
    This is not your typical career opportunity. This is the Hyatt Touch.
    Qualifications
    Qualifications
    5+ years overseeing hotel F&B and Rooms operations
    Passion for customer service excellence and guest satisfaction
    Leadership presence with motivational and coaching abilities
    Savvy analytical skills and critical thinker
    Entrepreneurial self-starter comfortable with ambiguity
    Excellent communicator across all channels
    Highly organized with ability to manage multiple priorities
    Familiarity with staff management best practices
    Proficiency in Microsoft Office and hospitality systems

    #J-18808-Ljbffr
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