Director of Hotel Operations

Caltech is a world-renowned science and engineering institute that marshals some of the world's brightest minds and most innovative tools to address fundamental scientific questions. We thrive on finding and cultivating talented people who are passionate about what they do. Join us and be a part of the diverse Caltech community.

Job Summary

Reporting to the General Manager of The Athenaeum, the position is directly responsible for managing The Athenaeum's 28 hotel rooms. Responsibilities include overseeing the day-to-day operations of the hotel's front desk; hiring, training, managing & directing the hotel & housekeeping staff; handling guest check-in/check-out procedures; addressing member and guest inquiries & complaints; ensuring smooth front desk operations and maintaining high standards of member and guest service. All these while adhering to established policies and procedures of the Institute and The Athenaeum; Require excellent communication and leadership skills to effectively manage a team and deliver a positive member/guest experience. The Director for Hotel Operations is also responsible for managing hotel marketing to members and for outreach programs, revenue/cost controls, and other communication initiatives.

This is an Organizational Critical position. In the event of an emergency on campus, an employee designated as organizational critical is expected to report to Campus as soon as possible to assist in division/department response and recovery efforts.

Essential Job Duties

• Provide management oversight and leadership for all hotel & housekeeping operations in accordance with the club's goals and operating strategies; collaborate with the General Manager to ensure the highest quality of products, services, programs, and support is provided to all members and guests.
• Direct the work of all hotel operations & housekeeping staff; monitor the quality of hotel & housekeeping services and products to maintain & improve member and guest relations. Align roles and tasks of support staff to effectively accomplish objectives.
• Provide direction and guidance in the areas of staff development, training, member & customer service, hiring, coaching, counseling, and taking disciplinary action when necessary.
• Work closely with the General Manager to cultivate a positive and productive workplace through communication, vision, teamwork, and commitment, and to reinforce The Athenaeum's culture, values, and traditions.
• Ensure compliance with all club policies and protocols; review and recommend new policies and/or procedures designed to enhance hotel operations and member services.
• Troubleshoot problems and implement solutions to deal with member/guest concerns and needs; assure that member/guest needs are assessed, addressed, and met timely and effectively.
• Participate and/or lead short- and long-range strategic management planning efforts in the areas of marketing hotel occupancy, room renovations, and maintenance; collaborate with other senior managers to set goals and objectives that complement and reinforce the mission, culture, and goals of The Athenaeum.
• Manage and oversee financial and budgetary controls to ensure cost effective and efficient hotel & housekeeping operations; develop and implement business plans to realize new revenue streams and increase occupancy: evaluate operational performance and develop management reports to show trends in occupancies, daily average rate and revenue per room (REVPAR).
• Maintain security protocols at the front desk and monitor visitor access.
• Generate reports on front office performance metrics and identify areas for improvement.

Basic Qualifications

• A bachelor's degree plus 4 years of related experience in hotel operations, or 8 years of relevant experience in lieu of a degree.

Skills, Knowledge & Abilities:

• Excellent written and oral communication skills, as well as interpersonal skills are required. Ability to interact effectively with guests, staff, and other departments at the club and on campus.
• Proven ability to manage multiple assignments and projects and provide effective and strong leadership skills to manage and motivate a team.
• The candidate must be sensitive to special member and guest needs and be able to solve problems and mediate effectively within a diverse membership & customer base.
• Show a commitment to delivering exceptional member/guest experiences. Excellent customer service and public relations skills are essential for success.
• The ability to interact effectively with all club members, guests and VIPs is necessary. The applicant must be proficient with the MS Office suite, be familiar with property management systems and reservation software.
• We seek an exceptional leader who is an effective communicator with a broad base of club members and guests including faculty, staff, students, and members of the community. The Athenaeum is a 24/7 operation that regularly requires work after hours, weekends and holidays.

Required Documents

• Resume.