Job Information
Crescent Hotels and Resorts Director of Operations in Lombard, Illinois
Description
Are you ready for the next step in your career? Do you want to be part of a progressive leadership team with an outstanding ownership group? Then The Westin Chicago Lombard is for you. We are seeking an individual with passion, drive and enthusiasm for delivering outstanding customer service. We have 500 rooms and suites, along with over 40,000 sf of event space and will be completely renovated by the end of the year. We are also the only 4 star full service hotel in DuPage County. This is a fantastic opportunity to join a winning team. Don't miss out on your opportunity to join not only a great hotel, but also a great management company in Crescent Hotels and Resorts.
The ideal candidate will have a minimum of 5 years of progressive management experience in a full service hotel. Prefer Marriott/Westin Brand experience. Previous hotel rooms management experience required.
JOB OVERVIEW: Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager in the General Manager’s absence, as requested.
ESSENTIAL JOB FUNCTIONS:
Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Communicate both verbally and in writing to provide clear direction to staff.
Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
