Director Of Operations

Overview

In need of change and a new step forward in your career? The iconic Hotel Excelsior is looking for a new talent to add to the team. We look for a dynamic Director of Operations willing to master all our operational departments with passion, curiosity, determination and attention to detail. Please send us your CV and motivation letter if you believe to be the perfect fit.

The Director of Operations oversees the entire range of property operations to ensure an exceptional guest experience in alignment with the company's hospitality philosophy. This role is crucial in maintaining operational excellence and fostering an environment where guests feel valued and delighted. The Director of Operations is part of the Executive Committee and reports to the General Manager.

RESPONSIBILITIES

• Oversee all day-to-day hotel operations.
• Collaborate with various departments as a liaison, facilitating the flow of information between strategic and operational units.
• Establish and maintain open, collaborative relationships with employees across different departments.
• Collaborate with the Recruitment and Training Manager to develop and execute training programs for the guest services teams.
• Welcome and bid farewell to VIP customers, addressing specific requests, and handling complaints.
• Provide services beyond customer expectations to enhance satisfaction and retention.
• Develop and implement Customer Service procedures and standards for the department.
• Promote sustainable practices within the department, such as energy conservation and waste reduction.
• Identify developmental needs of team members and provide coaching, mentoring, or support.
• Participate in the employee performance appraisal process, providing feedback as needed.
• Ensure compliance with all relevant health and safety regulations and standards.
• Stay up-to-date with industry trends and developments and incorporate them into the guest room operation.
• Motivate the team to achieve performance goals and career development.
• Manage guest complaints and escalations efficiently and effectively.
• Provide regular performance reports to the General Manager.

EXPERIENCE & QUALIFICATIONS

• Extensive experience in hotel management and operations.
• Proven track record of successful leadership in similar roles, such as Director of Operations, Executive Assistant Manager, or similar.
• Prior international and hotel chains experience is highly valued.
• High proficiency in English and Italian; proficiency in a third language is a plus.
• Excellent communication and guest-oriented skills.
• Strong organizational and results-oriented mindset.
• Expertise in project management with a track record of successful implementation.

All CVs must be sent including authorization to process personal data in compliance with EU Regulation no. 2016 / 679 - GDPR and will be used exclusively for the ongoing selection.

The job offer refers to both sexes according to the provisions of the laws 903 / 77 and 125 / 9.