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Director of Operations

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Property Name:
Crowne Plaza LA - Commerce
Job Title: 
Director of Operations
California-Los Angeles/Long Beach
Company Name: 
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Bonus Pay: 

Welcome to Crescent Hotels & Resorts, a premier hotel management and ownership group. Crescent seeks energetic, innovative individuals who have a desire to work in a results-driven environment. Our success is the direct result of everyone working together toward a common goal: To deliver exceptional service to our valued guests and provide a high quality work environment for our associates.

Strong core values related to customer service and associate satisfaction account for the continued success of our company. We are more than just a collection of hotels, we are a progressive company determined to be the employer of choice in the hospitality industry. We are pleased that you have chosen to learn more about our growing organization and are confident that Crescent will provide you with a very rewarding career.

JOB OVERVIEW Provide guidance and leadership to Rooms, FB and Banquets in ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager in the General Managers absence, as requested.

REPORTS TO General Manager


1. Implement and manage hotels daily quality process including goal communication, associate improvement and compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.

2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline andor termination when appropriate.

3. Communicate both verbally and in writing to provide clear direction to staff.

4. Assign and instruct All Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.

5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

6. Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms, FB and Banquets.

7. Prepare Forecast expenses and actual results for Rooms Division, FB and Banquet Departments revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy andor improvements in service needed.

8. Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

9. Plan, organize, chair, attend andor participate in various hotel meetings such as Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.

10. Comply with attendance rules and be available to work on a regular basis.

11. Perform any other job related duties as assigned.
Required skills and abilities

*Minimum 3 years experience across all aspects of hotelhospitality operations including demonstrated experience in Rooms Operations, Food Beverage.
* Advanced knowledge of the principles and practices within the Rooms, Food and Beverage. Engineering and Housekeeping.
*Ability to communicate effectively with all levels of guests, associates, and management.
* Excellent organizational, computer, analytical, and problem solving skills.
* Very Strong oral and written communication skills.
* Ability to lead and inspire a large team.
*Experience in all phases of hotel management, including sales and marketing, daily management of all areas of operation involving human resources, food and beverage, finance, revenue management, budgeting forecasting, rooms, housekeeping, Engineering, landscaping and administration of services.
*Must be able to lift up to 25 lbs.
*Must possess a food safety manager certificate.

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