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Dir Hotel Ops

J o b D e s c r i p t i o n

Job Profile Title:	Dir Hotel Ops
Job Code:	19509
Profile Title:	19509 Dir Hotel Ops
Grade / Band:	L3
FLSA Status:	Exempt
The Director Hotel Ops provides direction and leadership for the property Hotel team, consistent with the MGM brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the hotel division, including Front Office, Front Services, Group Reservations & Services and VIP Services. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All duties are performed in accordance with company policies and procedures.

Principal Duties & Responsibilities
Works closely with senior leadership to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations
Leads the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all hotel operations team
Responsible for employee engagement of the hotel operations team, utilizing the tools provided and through coaching, training, rewards and development
Provides leadership and direction to maintain and improve the guest experience within hotel operations, consistent with the company’s service standards
Interviews, selects, trains, supervises, counsels and coachs hotel operations staff for the efficient operation of the department

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
4+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ Preferred
Previous experience managing employees under a collective bargaining agreement	Preferred
AAA or Forbes knowledge	Preferred
Technical knowledge and experience with Opera	Preferred
Technical knowledge and experience with HotSOS or other service optimization system	Preferred
Previous experience working in a similar resort setting	Preferred
Ability to communicate in Spanish and or Asian Languages	Preferred

Knowledge, Skills and Abilities
KSAs
Working knowledge of hotel management system and operations
Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs
Broad management and leadership knowledge of front office, front services, concierge, VIP Services (if applicable) and group reservations
Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc.to generate action plans to address service opportunities
Ability to influence others to accept practices and approaches related to hotel operations
Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts
Excellent customer service skills
Able to lead and mentor a team
Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail
Effective listening abilities and be able to make strong judgment call
Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel
Ability to effectively communicate in English, in both oral and written forms
Ability to work varied shifts, including weekends and holidays

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X