[Job Location: Glendale, CA]
The Director of Operations will be responsible for the successful management of all hotel operations, including Food & Beverage operations, Engineering operations, Front Office operations, & Housekeeping operations. The primary focus of responsibility is evaluating and improving guest service as well as the efficiencies of the division’s departments. This hands-on leader will be accountable for the effortless and seamless movement of guests in and out the hotel and for providing exceptional levels of guest service through the guests’ stay. Duties also include assisting in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfaction. Ensure smooth running operations and maintain financial responsibility and profitability over Rooms and Food & Beverage divisions.
DUTIES & REPONSIBLITIES:
- Coordinate and oversee all hotel operations to drive profitability, enhance guest satisfaction, safeguard financial assets, and maintain the property.
- Partner with the Executive Committee to manage staffing, maintenance, sales, and overall financial performance.
- Establish quarterly departmental goals and monitor progress to ensure targets are achieved.
- Ensure high standards of service and product quality across all hotel areas.
- Deliver a consistent, positive guest experience and uphold guest standards.
- Support and help oversee the Guest Service program, responding to guest needs and acting as liaison with brand.
- Ensure staff follow policies and procedures, including professional guest interactions and timely service.
- Resolve guest complaints and issues courteously and efficiently.
- Monitor payroll and operating expenses to align with budgets and forecasts.
- Assist in managing P&L performance, including cost control and achieving budgeted CPOR.
- Foster open communication and collaboration across all departments.
- Address complex guest concerns and instill a culture of exceeding expectations.
- Provide ongoing feedback, coaching, and performance evaluations to team members.
- Recommend process improvements to enhance service quality and operational efficiency.
- Monitor inventory levels to ensure staff have necessary tools and supplies.
- Direct daily operations of Front Office, Housekeeping, Food & Beverage, and Engineering.
- Maintain working knowledge of all hotel systems, procedures, and operations.
- Ensure service standards are met, and operational issues are resolved promptly.
- Control labor and operating expenses through planning, budgeting, and inventory management.
- Identify opportunities to increase revenue and reduce costs.
- Assist with forecasting and budgeting processes.
- Oversee purchasing and cost control of departmental equipment and supplies.
- Collaborate with Sales and Front Office to maximize occupancy and revenue.
- Ensure alignment with management objectives across Rooms and Food & Beverage divisions.
- Develop and implement service standards for a consistent, high-quality guest experience.
- Maintain professional relationships within the hospitality industry.
- Ensure proper cash handling procedures across all departments.
- Perform additional duties assigned by the General Manager.
EDUCATION
- ·Bachelor’s degree in hospitality management, Business Administration, or related field preferred; equivalent experience considered.
EXPERIENCE
- Minimum of 5 years of experience in Food & Beverage and Engineering operations required.
- Proven leadership ability with experience managing, coaching, and developing department heads and teams.
- Strong track record of improving guest satisfaction scores and delivering consistent, high-quality service.
- Solid financial acumen with hands-on experience managing budgets, forecasting, P&L performance, labor costs, and CPOR.
- Experience implementing revenue-driving strategies to maximize occupancy, ADR, and overall profitability.
- Proficiency with hotel systems such as PMS (PEP preferred), Symphony POS, and labor management tools.
- Knowledge of California labor laws and compliance standards, including OSHA and Cal-OSHA regulations.
- Exceptional communication and interpersonal skills, with the ability to engage effectively with guests, team members, and ownership.
- Demonstrated ability to handle complex guest issues and operational challenges with professionalism and sound judgment.
- Flexible schedule required, including evenings, weekends, and holidays based on business needs.
- Ability to collaborate cross-functionally with Sales, Revenue Management, and Executive Leadership to achieve property goals.
- Commitment to upholding brand standards and delivering exceptional guest experiences reflective of the Embassy Suites brand.
BENEFITS
- Medical, Dental & Vision Insurance
- Life Insurance
- 401(k)
- Paid Time Off
- Employee Assistance Program (EAP)
- Employee Discounts on Hotels, Travel, Tickets, & Auto
- Complimentary On-Shift Meals
SCHEDULE
- Full-time, 40+ hours per week
- In-person role at Embassy Suites by Hilton Glendale, CA
Pay: Up to $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
