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Marshall-Alan Associates – What is a Director of Hotel Operations?

At Marshall-Alan Associates, we place executives at every level of the hospitality industry, including directors of hotel operations. What exactly is this position, and what are the duties and qualifications?

A director of hotel operations is responsible for overseeing, directing and supervising various operating departments, including:

  • Banquets
  • Front Office
  •   *Concierge
  •   *Front Desk
  •   *Telecommunications
  •  Housekeeping
  •   *Laundry
  • Security
  • Food and Beverage
  •   *Restaurant
  •   *Bar
  •   *Room Service
  • Bell and Valet

Marshall-Alan Associates looks for individuals who have experience ensuring positive guest experiences, and who can effectively coordinate various departments to deliver exceptional guest service and maintain full functioning operating departments according to four and five star hotel standards and SOPs.

Job specific duties may include the following as well as other duties which can be assigned:

  • Maintaining staffing levels in all operating departments for optimal performance and customer service
  • Ensuring smooth, efficient, cost effective operation of the hotel
  •   *Labor management
  •   *Inventory control
  •   *Use of products
  •   *Adherence to all sanitation requirements
  • Defining annual goals and objectives for each department
  • Guiding each department to achieve the goals and objectives of the hotel and company
  • Assisting in the development of all budgets, forecasts and schedules
  •   *Preparing annual budgets
  •   *Overseeing adherence to budgetary guidelines 
  • Addressing service performance issues
  •    *Ensuring compliance to guest service expectations
  •   *Providing effective and appropriate resolution.
  • Evaluating management employees
  •   *Determining areas in need of improvement
  •   *Establishing development plans to coordinate and measure improvement

The Director of Operations will often serve on the Executive Committee of the Hotel, and should report directly to the Hotel General Manager as well as act assume responsibility for the hotel in the absence of the General Manager. Whether you are an executive seeking placement, or a hotel looking for a new Director of operations, Marshall-Alan Associates can help find the perfect match!


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