Job Description

The Director of Operations will oversee F&B and Rooms Operations for a 99-room hotel. The Department Leaders for Rooms and F&B will report directly to the Director of Operations responsible for maximizing profits, employee engagement and guest satisfaction. 

Key Responsibility

Operational Oversight

• Supervise & manages team members of all day-to-day operations. Has the ability to fully understand all positions well enough to perform all duties in team members’ absence.
• Upholds Ithaka Hospitality Partners standards of excellence throughout all guests’ interactions.

Guest Satisfaction

· Monitor, observe, and measure guest’s restaurant experience.

· Ensure guests are satisfied with the food and service. Respond promptly and courteously to any requests and ensure team is trained properly to handle guest requests/issues

· Works closely with the Rooms Leadership team to train, develop, mentor team members and ensure front office team delivers gracious and thoughtful service.

· Work closely with the housekeeping and engineering teams on daily operations, defect reduction, preventative maintenance, and quality improvements. 

· Respond to guest reviews on social media platforms and IHP guest satisfaction surveys. 

Training & Development

· Ensure execution of daily 'huddles' to keep staff informed of pertinent information.

· Plan and deliver monthly departmental meetings.

· Ensure support for supervisors to maintain excellent service and quality standards. Interview, select, train, supervise, counsel, and discipline outlet(s) supervisors and staff.

· Work in coordination with Ithaka Leadership to create and maintain a written training program and all team members trained through Schoox.

· Work closely with the team on continuous training through various training sessions.

· Regularly reviews, evaluates and train on customer satisfaction of the hotel to recommend new operating policies.

Financial Management

· Review and respond to daily revenue reports, recaps, etc. for the hotel and outlets. 

· Ensure Forecasts are reviewed, and daily revenue reports are updated with accurate budget and revenue goals.

· Ensure Outlet Requisitions are submitted within a timely manner as needed for all food items using our in-house ordering systems.

· Analyze Point of Sale data, departmental budgets, and financial data to ensure we are maximizing sales and profits, understanding food and labor costs.

· Review daily labor reports to ensure efficient operations without compromising the guest experience. 

· Work closely with the revenue management team to maximize revenue opportunities for the hotel.

· Work closely with the General Manager on monthly and annual forecast and budgets.

Menu Development

· Work in coordination with the Restaurant General Manager, Kitchen Manager and Culinary Creative Director on seasonal updates to food & beverage offerings.

· Administer verbal and written testing to FOH team. Lead a daily pre-service huddle to properly communicate to the service team special reservations, dietary restrictions, changes to food and beverage menu items, and expectations of the service ahead.

Quality Assurance

· Work closely with outlet leaders to ensure the restaurant is operated in a neat and clean manner, and ServSafe and local health code standards are met.

· Receive a score of 98 or higher on all health inspections.

· Ensure maintenance on all equipment is taking place proactively following manufacturer’s recommended PM schedules and repair services are coordinated as needed.

· Monitor, develop and maintain goals using the 4 Disciplines of Execution Processes. 

Flexibility

· Team members must have a flexible work schedule and ability to work nights, weekends and holidays

· Contribute to the instruction and training of coffee service in other departments (banquets, restaurant, IRD).

· Assist IHP Leadership with forecasting roasted coffee needs and growth predictions.

Software Knowledge

· Develops and oversees service team members and student schedules using ADP. Ability to learn and use ADACO daily for purchasing, receiving and inventory. Ability to learn and use Agilysys Point of Sale and restaurant reservation systems.

· Ability to learn and use Opera Cloud PMS.

· Ability to learn and use KYC Hotel Optimization Software.

· Ability to learn and use Franklin Coveys 4DX Operating System. 

Qualifications

· Three (3) or more years’ experience in hotel leadership roles. 

· Complete understanding of Forbes, AAA service standards and able to implement and execute them in a casual upscale environment.

· Experience in an upscale casual restaurant environment

· Bachelor’s degree in hospitality or related subject matter, preferred

· Minimum twenty-one (21) years of age to serve alcoholic beverages.

· Background in both FOH and Culinary preferred.

· Understands and maintains a complete knowledge of all menus, all ingredients, and all techniques.

Working Conditions

· Must be able to work on your feet for long periods of time.

· Fast paced movements are required to go from one part of the restaurant to another.

· Must be able to move, pull, carry, or lift at least 35 pounds.

· Occasionally kneel, bend, crouch and climb as required.

· Must be able to stand, walk, lift, bend and climb stairs for long periods of time.

· Must be able to bend, stoop, lift, reach, push, twist, walk, crouch, and squat

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