Director of Operations

1. Guest Services/Hospitality Operations

· Ensure efficient check-ins/check-outs

· Implement policies and procedures that support operations

· Supervise, train, and lead guest services staff

· Handle guest issues and quality control

· Oversee staffing and scheduling

· Work alongside the Sales Department to support group lodging reservations

· Work with short-term rental partner to support excess capacity

· Oversee ordering of lodging room supplies

2. Housekeeping/Janitorial Services

· Supervise housekeeping and janitorial staff

· Create and implement procedures in how staff efficiently carry out tasks related to cleaning the lodging rooms and common spaces

· Ensure rooms are inspected for quality and readiness for guests

· Oversee ordering of janitorial supplies

3. Property Management

· Determine property and maintenance needs around campus, and implement processes by which maintenance requests are submitted

· Help secure bids from vendors concerning maintenance and repairs, and work with the Director of Finance and Administration related to procurement and costs

· Supervise maintenance staff and vendors

· Work with vendors and local and State officials regarding operating permits, safety, fire, security, and building codes

4. Revenue Support

· Set pricing in lodging units

· Monitor revenue and key performance and financial ratios applicable to lodging operations

· Work with the Director of Sales to identify new revenue opportunities and partnerships, and determine ways to increase utilization of the property

5. Leadership & Talent Development

· Recruit, mentor, train, and evaluate staff

· Cultivate a service-oriented culture based on accountability, professional development, and employee engagement

· Assess departmental needs related to staffing; recommend and implement changes to optimize efficient operations

· Participate in meetings and make recommendations as a member of the Scarritt Bennett Center Leadership Team

· Prepare and present reports to the Executive Director and Property and Infrastructure Committee, who are members of the Board of Directors

Qualifications

· Bachelor’s degree required

· At least five (5) years of operational experience in a hospitality setting (hotel, short-term rentals, long-term rentals), in a leadership capacity

· Ability to use discretion, sound judgement, and initiative to make independent decisions

· Effective verbal and written communication

· Strong leadership and organizational skills

· Customer-service oriented

· Able to work with diverse customers and staff

These primary responsibilities are not intended to be an exhaustive list of every duty or function that may be performed.