Director of Operations

Website The Ritz-Carlton Ras Al Khaimah, Al Wadi Desert

Job Details

 

Qualification  2-year degree from an accredited university in Business Administration
Industry  Private
Employment Type  Full Time
Work Hours  8 Hours
Salary  AED 4000 To AED 5000 Per Month

 

CANDIDATE PROFILE

Education and Experience

  •  2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Profitability

  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
  • Analyzes service issues and identifies trends.
  • Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals.
  • Works with the hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

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 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 brand’s 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 Guest Experience

  • Reviews guest feedback with the leadership team and ensure appropriate corrective action is taken.
  • Responds to and handle guest problems and complaints.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on the quality of the product, service levels, and overall satisfaction.
  • Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

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).
  • Foster’s employee commitment to providing excellent service, participates in daily stand-up meetings and model 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 appraisals with direct reports according to Standard Operating Procedures.
  • Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to the team as necessary.

To apply for this job please visit www.certfee.com.