Director Customer Operations Jobs in Puerto Rico

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Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.www.highgate.com

The brand new Residence Inn by Marriott San Juan Isla Verde provides spaces and experiences that allow you to travel like you live. The hotel is located steps away from the award-winning Isla Verde Beach and 5 minutes from the San Juan International Airport (SJU), offering our guests the comfort of 231 spacious suites equipped with full kitchens, living and dining spaces, and one King or two Queen beds. Whether strolling through the Isla Verde Boulevard, relaxing by the hotel pool, or heading out to work, we will create enjoyable experiences and will deliver memorable service that will make our guests come back for more.

Residence Inn Isla Verde

6500 Isla Verde Ave.Carolina, Puerto Rico 00979

The Director of Operations is responsible for continually focusing on achieving Customers Engagement and Satisfaction Goals, Hotel profitability through revenue generation, cost control, and Developing Employees, while maintaining the integrity of the hotel.

• Responsible for Hotel Rooms Operational Departments: Rooms (Front Office, Housekeeping, Laundry); Support Food and Beverage; Events Execution as needed, including operational coordination, Brand Execution, Training, etc.
• Act as Hotel Manager on Duty in the absence of the General Manager.
• Responsible and Accountable for the Strategic positioning of the Rooms operations, including revenue generating activations and deployment to ensure the achievement of Top and Bottom Line goals.
• Responsible and Accountable for the execution of Marriott Brand Standards, including achieving the Marriott Scorecard goals and Marriott performance thresholds specific for the hotel.
• Tour the operating departments, daily making adjustments as needed via department heads.
• Conduct weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Hold a monthly financial review with all department managers, M.I.D.s and available supervisors.
• Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Develop managers for future advancement through competency training and corporate sponsored training programs.
• Participate in required M.O.D. coverage as scheduled.
• Maintain direct contact with and monitor the development of management trainees.
• Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.
• Oversee and assist in the Highgate Hotel’s budget process as required.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.
• Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation.
• Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer.
• Ensure complete processing of invoices daily by using the A/P process.
• Ensure that the Hotel Financial Controller receives all appropriate information for financial documents monthly, in compliance with the monthly accounting calendar.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
• On a monthly basis, forecast Rooms financial position by estimating revenues and line-by-line expenses. Analyze previous and projected data to generate an accurate Reforecast.
• Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers comply with the standards in their interviewing and hiring procedures for departmental staff.
• Interview all prospective final candidates for any Rooms management position within the hotel prior to any offer being extended.
• Perform all department manager performance 3 conversation according to Highgate Hotel S.O.P.'s, and ensure that managers are in compliance to the standards in their administration of performance 3 conversation to their staff.
• Motivate, coach, counsel, discipline all management personnel according to Highgate Hotel S.O.P.’s, and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.
• Perform any other duties as requested by the Vice President of Operations, Regional Director of Operations, General Manager.
• Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
• Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Ensure procedures for handling of the hotel safety specifically with regard to security and monthly safety audits are follow and occur.
• Ensure monthly credit meetings are conduct and take an active role in the hotel credit and collection policies.
• Complete required corporate training modules, and become certified to train those as required.
• Ensure that all scheduled meetings take place on the property.

• At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.
• Long hours sometimes required.Rotational Schedules according to Operations demands.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have valid driver's license for the applicable state.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which may vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotels and Marriott Brand Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary with high focus on guests and employees satisfaction.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.