Director of Hotel Operations

Aparium Hotel Group - Detroit, MI

Full-time - Senior

Detroit, MI

Accommodation

About the position

The Director of Hotel Operations at the Detroit Foundation Hotel is a pivotal role that reports directly to the General Manager. This position is exempt and requires a comprehensive understanding of Rooms Division operations, with a strong emphasis on both day-to-day management and long-term strategic goals. The ideal candidate will be deeply involved in the daily operations of the hotel, ensuring that the highest standards of guest service are met while also leading the team towards innovative and memorable guest experiences. The Director will play a crucial role in pre-opening and post-opening planning, focusing on building a dynamic team and fostering a collaborative environment among all hotel associates. In this role, the Director of Hotel Operations will actively participate in the hiring, training, and development of Rooms Division associates, creating a nurturing environment that encourages idea sharing and succession planning. The Director will also be responsible for maintaining the hotel's physical facilities, ensuring that all equipment is well-maintained and that the hotel meets safety and security standards. This position requires a leader who is not only passionate about guest service but also skilled in operational metrics, KPIs, and P&L management, using these insights to drive performance improvements within the Rooms Division. The Director will be expected to communicate regularly with the General Manager, providing updates on operations and aligning on priorities. They will also participate in Executive Committee meetings, offering valuable insights and feedback to ensure the Rooms Division's voice is heard at the highest levels of leadership. This role is designed for a collaborative leader who values teamwork and is committed to the success of the hotel and its associates.

Responsibilities

• Uphold and model the company's principles of People, Place and Character; ensure the team also models these values.
• Actively participate in interviewing, hiring, training, scheduling, coaching, and motivating Rooms Division associates.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Lead daily briefings, weekly Rooms leadership meetings, and monthly departmental staff meetings to develop ideas and objectives with the Rooms Division team.
• Assign associates to complete daily activities and inspect their accomplishments; monitor activities to ensure standards are achieved.
• Observe conditions of all physical facilities and equipment; collaborate with other divisions to establish cleaning and maintenance programs.
• Lead all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates.
• Fluent in operational metrics, KPIs, and P&Ls; provide coaching and corrective action targeting root causes of issues.
• Participate in Executive Committee meetings to provide suggestions and feedback for the Rooms Division.
• Work directly with outside contracted companies to assure quality and timeliness of work while prioritizing guest experience.
• Champion divisional and hotel-wide initiatives and best practices, ensuring communication and training on their purpose.
• Communicate regularly with the General Manager to provide updates and align on priorities.

Requirements

• Minimum of five (5) years' experience in customer service management within upscale, lifestyle, or luxury hospitality companies.
• Strong interpersonal skills to communicate effectively with all associate levels in the hotel.
• Professional proficiency in English for reading, writing, and verbal communication.
• Intermediate skills in Microsoft Excel and Word for creating spreadsheets or proposals.
• Pre-opening experience as an operating division head or department head preferred.

Nice-to-haves

• Experience in a luxury hotel environment.
• Knowledge of local Detroit culture and community engagement.

Benefits

• Competitive salary and performance bonuses.
• Health insurance coverage.
• 401k retirement savings plan with company matching.
• Paid time off and holidays.
• Opportunities for professional development and training.