The Carolina Inn

The Assistant Director of Operations – Rooms Division is responsible for overseeing and directing all Room Division outlets including Front Office, Guest Services, Housekeeping, Retail, Parking, Security and any other Operations related areas within the hotel.

Duties include but are not limited to:

• Assure successful performance by assisting in the development of annual budgets, increasing revenues, and controlling expenses to promote profitability.
• Work with hotel management teams to develop, implement, and execute operational strategies that are aligned with the ownership & brand service strategy and brand initiatives.
• Review annual objectives and monitor progress to completion.
• Ensure all hotels departments comply and exceed applicable Brand Standards, particularly all scores relating to guest experience.
• Ensure guest satisfaction by reviewing guest feedback with the leadership team, responding to and handling guest concerns and complaints, verifying appropriate corrective measures are implemented, understand the customer/business’ needs and expectations to offer and ensure optimal solutions.
• Oversee guest support processes to enhance customer satisfaction and experience.
• Assist the Director of Operations in creating and updating monthly financial folder, preparing miscellaneous reports, updating spreadsheets for all hotels/departments as needed, attending hotel/department meetings and associate-related events and taking meeting minutes.
• Work closely with the Director of Operations to create operational, financial, service standards, and employee relation goals and strategies, and ensure these are met and exceeded.
• Review hotels for maximum efficiency by monitoring daily operating results, evaluating business procedures, gathering and analyzing data and metrics, taking immediate corrective action and applying necessary improvements.
• Conduct daily review and meetings of Rooms Division hotel operations with Department Heads.
• Revise and/or formulate policies and procedures, promote their implementation and confirm that the company runs with legality and conformity to established regulations.
• Establish, manage and maintain relationships/agreements with external partners, vendors and organizations.
• Review the Smith Travel Accommodations Report (STAR) and competitive shopping reports, provide customer intelligence by understanding hotel’s primary target customer and service expectations, and use other resources to maintain an awareness of the hotel’s market position and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations.
• Grow the sales effort by monitoring sales efforts, research competitor’s strategies to grow occupancy, RevPAR, and increase market share.
• Support hotel staff in developing goals, providing them with constructive feedback, identifying future leadership, and maintaining a motivating, positive work environment holding team members accountable for results.
• Actively monitor purchase orders for best price and value, maintain vendor, inventory, and purchase order records, and compile, review, and submit approved invoices to accounting for payment processing.
• Direct the implementation of the payroll, reports, forecasts, inventory and budget
• Coordinate operations with other hotel departments to ensure efficient guest service
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality
• Implement procedures to increase guest and associate satisfaction
• Hire, train, empower, coach and counsel employees to reflect Hyatt service standards and procedures
• Exercise quality control for rooms and any other operations
• Maintaining Hyatt standards of service and ensure their implementation
• Direct property operation in the absence of Senior Leadership
• Perform other duties, as assigned, to meet business needs Responsible for short- and long-term planning and the management of the Rooms operations in the front and heart of the house

We offer excellent benefits:

• 12 Free room nights after 90 days of service, Discounted and Friends & Family Room Rates upon hire
• Medical, Prescription, Dental and Vision Insurance after 30 days of employment
• 401K with company match
• Paid Vacation, sick days, new child leave and personal day
• Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance
• Tuition Reimbursement
• Relocation Package
• 50% discount in Crossroads
• 40% discount in gift shop (exception: jewelry, UNC items, alcohol)
• Employee Stock Purchase Plan
• Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many moreCOVID-19 Safety: Hyatt Hotels follows all COVID-19 CDC and county health department protocols for the safety of our employees and guests.

Hyatt is an Equal Opportunity Employer-M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Qualifications

• 4+ years of progressive hospitality leadership experience preferred
• Willingness to travel and attend conferences as needed
• Proficient in general computer knowledge
• Ability to create Excel spreadsheets, Word documents, and PowerPoint presentations.
• Previous experience with Hotel and Management Systems; such as Opera, Reserve, Kronos Etc.
• Service oriented style with professional presentations skills
• Ability to work a flexible schedule including nights, weekends, and holidays
• A true desire to exceed guest expectations in a fast-paced customer service environment
• Experience with training, financial management and customer service
• Confirmed ability to establish, maintain and retain loyal relationships while successfully managing service requirements of clients is critical for success in this position.
• Exceptional colleague relationship development and management abilities.
• Must possess excellent communication, analytical, organizational, presentation, and client service skills.
• Understand and possess a comprehensive understanding of market competition.
• Prior experience working with globally-recognized hotel brands is required.
• Knowledge of budgeting, forecasting, and financial analysis a must.
• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• 4-5 years or more of progressive hotel operations experience (typically with Hyatt)
• Service oriented style with professional presentations skills
• At least 3 years’ experience in a management role in Rooms Operations
• Proven leadership skills
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, proven track record in high volume concept, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must have excellent organizational, interpersonal and administrative skills
• Experience implementing new operation concepts
• Hotel/Hospitality degree an asset