Functions as the strategic, hands-on leader of the Rooms Operations, Spa Operation, Food & Beverage Operations, Engineering & Security Operations, and acts as General Manager in his/her absence.
The position is expected to be visible and hands-on in the operations on a daily basis providing direction and monitoring the entire guest experience. The schedule will include days, nights, holidays, and weekends to provide coverage in the absence of the General Manager. This position “owns” Rooms, Spa, Food & Beverage and Engineering & Security operational aspects of the hotel and is responsible for driving the GM initiatives.
Working with the Executive Committee, the Director of Operations develops and implements hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of all guests while providing a return on investment to the owners.
Duties and Supporting Responsibilities:
• Responsible for the overall operation of the hotel in Food & Beverage, Rooms, Spa, Engineering and Security.
• Responsible for the implementation of all operational standards and their upkeep.
• Responsible for the elaboration – together with the H&R Manager – of appropriate training plans in all operational areas and their update, based on the hotel KPIs, guests comments and service audits results.
• Handle all guests complaints; ensure timely rectifications of service standards when needed.
• Formulation and implementation of strategy related to the hotel. The Director of Operations will propose strategies and solutions to operational issues improving guest services and colleague productivity.
• Will execute all operational and strategic initiatives that have been discussed, providing feedback and alternatives.
• Preparation of strategic business plans for the hotel specifically pertaining to Operations.
• Development of lower and middle management executives through coaching, mentoring and general communications. To use the Balanced Score Card and other appraisal formats as tools for goals and target settings and to engage in feedback.
Working With The Director Of Engineering:
• Establish and manage the annual CAPEX plan and budget. Will research and recommend best practices and equipment along with feasibility and implementation schedules as per corporate guidelines.
• Oversee the strategic direction of general projects related to the enhancement of the hotel. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project.
• Direct and ensure the success of the preventive maintenance programs of the hotel in all areas.
• Work on the energy saving and related projects.
• Work on corporate guidelines and initiatives provided in the Environmental policies.
• Ensure that the inventories of both fixed and current assets are in order.
• Initiate the formulation of guest complaint handling systems - improving the response and rectification process.
Financial Responsibilities:
• Support the Director of Finance in the implementation of the budget.
• Work with the Director of Finance to initiate periodic training sessions.
• Drive revenue and expense rationalization initiatives in all operational areas.
• Ensure monthly departmental financial reviews.
• Ensuring all managers have an understanding of the financial aspects of the hotel.
Working With The Hotel Director Of Spa:
• Assist with Sales and Marketing initiatives, corporate guidelines and initiatives, training plans for spa products and treatments
• Oversee the strategic direction of general projects related to the enhancement of the Spa.
• Forecasting and budget of Spa
Working With The Hotel Director Of Food & Beverage:
• Preparation of F&B Annual CAPEX plan and management of CAPEX projects and expenditure
• Participates in public relations activities, sales call or other promotional activities designed at enhancing the image and profitability of the food and beverage
• Participates in the preparation of the annual budget and marketing plan, taking ownership for the F&B Division
• Work on the Sales and Marketing initiatives for F&B Division
• Work on corporate guidelines and initiatives to enhance operational excellence
Support Sales & Marketing Director in:
• Translating strategies into operational excellence.
• Ensuring a constant source of feedback and to improve service
• Partnering on the Event Management process to ensure that the various marketing and public relations activities are supported by operations
• Establishing advertising and promotional materials.
Support The General Manager:
• Smooth and efficient day-to-day functioning of the hotel
• Aligns operations with business objectives
• Represents the GM in operational meetings or decisions when the GM is unavailable.
• Manages daily operations
• Drives process improvement
• Provides operational reports
• The Director of Operations is the GM’s right hand, ensuring the hotel (or business unit) runs seamlessly, allowing the GM to focus on strategic growth, ownership relations, and high-level planning.
French & English are a must (Arabic is a plus)
Experience in similar roles at least 3 years
Annuel based
Marrakesh, Marrakesh-Safi, Morocco
Marrakesh, Marrakesh-Safi, Morocco