Director Of Operations - SO/ Uptown Dubai
Full time
at Accor
in
UAE
Posted on January 20, 2024
Job details
Director Of Operations - SO/ Uptown Dubai
Company Description
SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.Job Description
Directly reporting to the General Manager, the Director Of Operations functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance and Security. This position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. They also ensure the Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. They develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provide a return on investment.CORE WORK ACTIVITIES:
Managing Profitability
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes service issues and identifies trends.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
- Monitors hotel operations sales performance against budget.
- 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.
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- 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 customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees.
- 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 employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee 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) and supports the Peer Review Process.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
- Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Qualifications
We want to hear from you if you have :- An extensive F&B background with hotel and restaurant experience
- Some exposure to overall general operations, knowledge of rooms is a plus
- Strong business acumen with a proven record of developing lucrative andsuccessful F&B concepts / strategies
- a strong inclination for numbers, analytics and budgeting with a keen eye for creative, passion projects
- A natural ability to inspire people to follow your visionand lead them to success
Additional Information
Ennismore brings together talented teams , from unique brands , to create a culture that is entrepreneurial and purpose-driven in everything we do.We’re the fastest-growing lifestyle hospitality company, and we’re not slowing down. We’re expanding into new countries and cities, creating exciting opportunities.Inspiring Discovery Our purpose is to Inspire Discovery for our guests, but we also look to inspire our teams. We inspire our teams to discover their best self through learning opportunities, to grow and to be inspired to make a positive impact on local communities.
Inclusive Culture
Our culture is purpose-driven, dynamic and inclusive which puts our community at the heart of everything we do. We’re open minded, we celebrate difference, welcome diversity of thought and accept people for who they are, allowing them to bring their whole self to work.
Global Perks Being part of the Ennismore family comes with some incredible perks, including everyone’s favourite, our global discounts programme with up to 50% off stays at our hotels and up to 30% off when eating at our restaurants and bars.
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