Director of Operations
The Summit at Skywalker Ranch seeks a high-energy, people focused leader with a roll-up-your sleeves management style to lead the inaugural team. They have four main KPI: Symmetry in the operation, culture, financial leadership and consistency in service.
The Operations Director is one of the team and will have the capability to assist on all deliverables (eg. Cleaning a room, turndown, expediting from the line, setting a meeting room). They will provide support to all departments on operational challenges, deliverables and oversee the asset. Being responsible for the overall success of the property thus manages the priorities, establishes and/or implements, trains, and enforces the operating procedures and standards consistently. Furthermore, they support their team and perform any duties when required, consistently ensures safety of company assets and maintains restricted information of the company. As the Team’s Leader, this position executes skills such as hiring, training, scheduling and evaluating performance of the team with the goal of consistently improving, maximize profits, and ensure quality. Experience in the UK or Europe an advantage, service will be based off a European Style with discreet service, anticipating the guests every need before they do. This leader must embody the brand, style and sophistication it brings and be a driver towards the new culture at Summit at Skywalker Ranch. A shared passion for travel, wine, luxury, food and International experiences a must. The culture at Summit Skywalker Ranch will be the predominant driver towards team, invited guests and the redefined guest experience, a new definition of hospitality. The Leaders past experiences will drive the talent and unique service experiences.
Key Duties to include pre-opening & ongoing:
Support the tasks of the following roles;
Manage contract with housekeeping, valet, laundry
Recruitment & supporting Human Resources
Guest Experience Director
Director of Sales & Experience
Responsible for the effective management and direction of the Rooms division by ensuring quality service to the guest, excellent leadership to the employees and monitoring cost and inventory to ensure a profitable operation
Optimize and maximize Guest & Associate experience.
Build a high performing team
Provides exceptional service to both internal and external guests at all times.
Effectively manages and motivates associates to ensure achievement of overall financial results, guest and associate satisfaction.
Participates in formulating and administering company policies, directing and coordinating all divisional department activities to develop and implement long-range goals and objectives to meet business and profitability growth objectives Reviews analyses of activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives
Confers with the directors and department heads to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
Champion of the venues internal and external communications and record keeping.
Ensure that the venue exceeds standards for guest satisfaction.
Supervise and conduct daily detailed inspection of guest rooms, public areas, Back of the House and outside of the venue. Ensures compliance with the venue’s Standards of Excellence, health/sanitation standards and regulations.
Monitor and perform regular inventories and spot audits: ensuring guest supply, linen supply, uniform, etc.
Surveys and conducts property and room inspections on a regular basis by visually identifying areas of the building for needed improvements, such as guestrooms, and public areas. information and evaluating results to choose the best solution and solve problems.
Manage operating expenses to minimize costs while still maintaining excellent guest services.
Assist in interviewing, scheduling, training, development, empowerment, coaching and counseling of staff.
Maintain clear and efficient communication and coordination with all departments of the venue.
To attract, motivate and retain staff, full time to on call relationships.
Provide leadership support and is readily accessible to staff.
Ensure site contractual obligations, company policies and procedures are followed.
Assist and support Sales & Marketing efforts
Work with Skywalker Ranch, Skywalker Vineyards and Property Management teams as required
Perform regular reviews of and makes recommendations on all aspects of building construction and preventative maintenance.
Analyzes information concerning the departments such as operating expenses
Evaluate and assume new responsibilities as needed
A university degree in hotel management or a related field with experience in opening, managing or re-positioning a hotel with clear track record.
At least 15 years’ experience in the hospitality industry, with significant luxury (international experience a plus), ideally including experience in remote locations.
Five Star service standards
Related business knowledge and financial experience is required.
Successful history of working in an active customer service environment in a hands-on manner required.
Related experience in resort operations including guest lodging and food services a plus.
Demonstrated ability and experience coaching staff and contractors to achieve an environment of cooperation, service, teamwork and trust.
Preferred Skills / Competencies:
Financial discipline and achieving cost-efficiency and working within established budgets required.
Extremely well organized with excellent time management and follow up skills.
Strong business acumen and excellent judgment regarding priorities.
Highly attentive to details.
Self-motivated individual with high initiative, resourcefulness and the ability to work well independently.
Willing to pitch in and assist employees as needed.
Excellent interpersonal, verbal and written communication skills.
Mature and polished professional with upbeat, client-service oriented demeanor.
Comfortable interfacing discreetly with senior level executives, political figures, and individuals with high net worth.
Impeccable integrity and ability to maintain confidentiality.
Experience with PMS systems and database, ResortSuite & IRIS preferred
A strong understanding of P&L statements and the ability to react with impactful strategies
Excellent computer system skills. Proficient in the Microsoft Office Suite (Word, Outlook, Excel).
Available to work when needed, including weekends, holidays, and nights.
Skywalker Properties Ltd. does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.