Director of Operations

Position Purpose & Summary

This position is responsible for overseeing the day-to-day operations of the Front Office including Front Desk, Bell staff, Concierge, Reservations and Housekeeping/Laundry, while ensuring guest satisfaction, property cleanliness and employee engagement.

Essential Functions:

• Provide management and leadership to the Front Office, Bell staff, Housekeeping/Laundry and other areas as needed and assigned.
• Ensure that the quality of service and product are consistent with expectations.
• Assist in business and strategic planning.
• Requires strong verbal and written skills
• Train, cross-train all front office personnel.
• Develop employee schedules and supervise workloads during shifts.
• Maintain effective relationships and communication with all other departments.
• Verifies that accurate room status information is maintained and properly communicated to ensure maximum revenue.
• Resolve guest concerns and issues in a prompt and courteous manner.
• Manage all departments within allotted budget requirements.
• Conduct monthly meetings for front office and Housekeeping/Laundry.
• Work with the Housekeeping/Laundry Manager and provide leadership to day-to-day operations of those departments.
• Handle payroll responsibilities for respective areas.
• Order supplies for the Front Office.
• Develop and maintain various reports for respective departments.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.
  
  

Additional Duties And Responsibilities:

• Detail-oriented with strong quality assessment skills.
• Accountability, work ethic, pride in performance, and commitment to deadlines.
• Strong written and verbal communication skills, and an effective team player.
• Team player, with strong sense of ethics and fairness to all parties.
• Strong organizational and planning capabilities, and proactive management skills.
• Honesty, integrity, and skill in setting and meeting expectations.
• Highly punctual
• Self-starter, with a proven record of working independently with minimum supervision.
• Ability to work in spreadsheets and commitment to learning new software skills.
• Strong financial acumen for managing and reporting financials.
• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.
  

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintain an organized and professional work environment.
  
  

Position Requirements:

• Minimum Knowledge & Skills:
• 5 to 10+ years of experience in a Four or Five Diamond environment.
• Basic computer skills and experience in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint and Teams), Opera and Jonas.
• License, Registration, and/or Certification Required: NA
  
  

External and Internal Personal Contact: NA

• Communications:
• Daily - Yes
• Weekly - Yes
• Occasionally -Yes
  
  

Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses And/or Certifications Required:

YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X

Position Analysis/Specifications:

N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

X

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor settings with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard

X

Date:

Leader Signature:

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary guest and member experiences. Success and growth in the future are dependent upon our ability to take Garden of the Gods Resort and Club (GGRC) to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the GGRC team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

Date:

Team Member Signature:

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.

Job Posted by ApplicantPro