Assistant Director of Hotel Operations Morris Inn

Job Description

The Assistant Director of Operations (FOH) serves as the primary architect of the guest experience at the Morris Inn and McKenna Hall. This role requires a high-visibility leader who maintains an active presence in the lobby and on the front drive to ensure seamless service delivery and personalized hospitality. By overseeing the Front Desk, Parking, and Guest Services teams, the Assistant Director bridges the gap between digital reservations and physical arrivals. This leader is a key ambassador for the University, managing high-level relationships with VIP guests and campus constituents while fostering a collaborative partnership with University partners.

Key Focus Areas

• High-Touch Hospitality: Maintaining a commanding and welcoming presence in the Lobby and on the Front Drive to model service excellence.
• VIP & Constituent Relations: Acting as the primary point of contact for University leadership, visiting dignitaries, and high-profile guests.
• Interdepartmental Synergy: Building a robust, collaborative bridge with University Parking Services and external reservation partners.
• Operational Communication: Ensuring flawless information flow between third-party reservation teams and on-site operations.
• Leadership Presence: Mentoring a management team to handle high-pressure scenarios with composure and 'unreasonable' levels of care.

Duties & Responsibilities

40% - Front of House Leadership & Guest Presence

• Maintain a high-visibility presence in the lobby and front drive during peak periods to oversee traffic flow and guest engagement.
• Directly manage two Operations Managers and one Front Office Supervisor to ensure staffing levels and service standards are met.
• Serve as the primary on-site authority for resolving complex guest issues and elevating service recovery efforts.
• Audit and refine front drive and parking procedures to ensure a premium first and last impression for every guest.

25% - Strategic Communication & Reservation Management

• Oversee the relationship and communication pipeline with the third-party reservations team to ensure booking accuracy and guest preferences are captured.
• Collaborate with the revenue and sales teams to manage room inventory and arrival expectations effectively.
• Facilitate daily huddles to communicate VIP arrivals, special events, and campus activities to the FOH staff.

20% - Campus Liaison & VIP Coordination

• Establish and maintain a strong collaborative relationship with University Parking Services to optimize guest parking, valet logistics, and campus access.
• Directly coordinate the arrival and stay experience for University constituents and VIP guests, ensuring all specialized needs are anticipated and met.
• Represent the hotel at campus-wide events and planning meetings related to FOH operations.

10% - Administrative & Performance Analytics

• Monitor and report on guest satisfaction scores through HundredX, identifying trends and implementing training to address gaps.
• Manage labor budgets for the front office and parking teams.
• Evaluate and implement new technologies or amenities that enhance the front-of-house guest experience.

5% - Any other duties as assigned.

Qualifications

• Bachelor's degree in Hospitality, Business, or a related field (or equivalent experience)
• Minimum 3-5 years of progressive hospitality or hotel operations management experience
• Strong leadership, communication, and organizational skills
• Proven commitment to service excellence and team development
• Familiarity with hotel property management systems (PMS) is preferred
• Ability to work flexible hours including evenings, weekends, and holidays as needed