Director of Operations

Hyatt Vacation Club at Northstar Lodge
Truckee, CA

Hyatt Vacation Club at Northstar Lodge

970 Northstar Drive

Truckee, CA 96161

Telephone (530) 562-3900

Website www.hyatt.com

Managed by Hyatt Vacation Ownership

88 Unit Time-Share
Managed By Hyatt Vacation Ownership
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Salary Range $92,000-$125,000 plus bonus eligible

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Education and Experience

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 yearsexperience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.OR
  • 4-year bachelor's degree in Business Administration, Hotel , or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

    Core Work Activities

    Managing Profitability

  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
  • Analyzes service issues and identifies trends.
  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
  • Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads itsexecution.

    Managing Revenue Goals

  • Monitors hotel operations sales performance against budget.
  • Reviews reports and financial statements to determine hotel operations performance against budget.
  • Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
  • Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas andholding team accountable for results.

    Leading Operations and Department Teams

  • Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
  • Develops systems to enable employees to understand guest satisfaction results.
  • Communicates a clear and consistent message regarding departmental goals to produce desired results.

    Managing the Guest Experience

  • Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
  • Responds to and handles guest problems and complaints.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overallsatisfaction.
  • Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

    Managing and Conducting Human Resources Activities

  • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guestsatisfaction results.
  • Ensures employees are treated fairly and equitably.
  • Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
  • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviorsin all interactions with guests and employees.
  • Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continuallyimprove results.
  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successfulperformance.
  • Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employeeproblems or concerns.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according toStandard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
  • Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
  • Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team asnecessary.

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    Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

    • How to Apply

    Hyatt Vacation Club at Northstar Lodge

    88 Unit Time-Share

    EXPERIENCE NORTHSTAR CALIFORNIA FROM OUR SKI-IN SKI-OUT RESIDENCES

    Explore more than 3,170 skiable acres of Mt. Pluto from the ski-in/ski-out residences at Northstar Lodge. Located close to the Highlands Gondola, our condo-style spaces are the ideal home base for day spent skiing, snowboarding, mountain biking, or hiking. Rest easy in a residence with a full kitchen and private balcony, relax at the communal fire pits and barbecue area, or take part in on-site activities like an escape room or private movie screenings. You’ll be close to dining and entertainment in the Village at Northstar, and enjoy free access to the Village Swim Fitness Center and an indoor-outdoor spa.

    Current Job Openings
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