Director of Operations | InterContinental Hotels Group (IHG®)Incheon, Korea

Job Details:
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
• Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.
• Monitor and report budget variances and control labor costs and other expenses.
• Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
PEOPLE:
• Manage day-to-day operational activities, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize good performance.
• Educate, train and motivate hotel staff to achieve hotel revenue goals. Ensure staff has the information, market data, tools and equipment to successfully carry out job duties.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
GUEST EXPERIENCE:
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement. • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests.
• Lead marketing efforts to upsell guests on hotel services, offerings and amenities.
RESPONSIBLE BUSINESS:
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Maintain a focus and commitment to operating a “green” hotel. Perform other duties as assigned. May also serve as manager on duty.
Qualifications
QUALIFICATIONS AND REQUIREMENTS
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business Administration and ten years of guest service/hotel experience with at least five years in a management capacity in Rooms or Sales Department. Previous extended-stay experience or experience in a hotel of similar size and complexity preferred. Must speak fluent English. Other languages preferred...
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