Full Job Description
Makeready is passionate about creating and curating memorable and unique experiences for our guests. We are searching for curious self-starters with a genuine interest in people. These hard working individuals have always had a natural bent toward hospitality, no matter where they worked, because they’ve always seen themselves as part of something bigger.
Makeready is seeking an innovative and strategic leader to join our senior leadership team. The Alida is part of the Tribute Collection, a unique group of upscale luxury independent hotels. Located in Savannah’s Historic District, the Alida is a 4-Star property with a vision of excellence.
Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility include Front Office, Housekeeping, Valet/Bell (outsourced), Engineering/Maintenance and security. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of The Alida strategy and brand initiatives. The position ensures Hotel Operations meet The Alida standards, targets customer needs, ensures team member satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations.
Create and manage all labor costs, budgeting, purchasing, inventory, and maintenance for Rooms, Engineering, and Security departments.
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Analyzes service issues and identifies trends.
Works with hotel leadership team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
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.
Leading Operations and Department Teams
Champions The Alida vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
Develops systems to enable team members 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 leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Creates an atmosphere in all hotel departments that meets or exceeds guest expectations.
Partnering with People and Culture
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures team members are treated fairly and equitably.
Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
Fosters team member commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.
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 team member feedback, utilizes an “open door policy” and reviews team member satisfaction results to identify and address team member 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).
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Luxury background with high enthusiasm for guest interaction and creating personalized memories
Three to Five years’ experience as Director of Rooms or Director of Operations
Experience in a 4-star or 5-Star property strongly preferred
College education or equivalent, hotel or business administration degree preferred
Organizational skills to function effectively with attention to detail while meeting established deadlines
Excellent computer skills. Experience with Excel, Outlook, Lightspeed[JB1] , and MARSHA preferred
Work in a fast-paced and busy environment
Communicate effectively in English, both in oral and written form
Must have excellent interpersonal skills
Must be able to stand for long periods of time