Director of Hospitality and Operations – Virginia Mae Center

Posted May 3, 2023; Updated May 19, 2023

Organizational Summary

Reports to: Co-Director, Guest Event Management Services (GEMS)

Works closely with: Guest Event Management Services (GEMS), A/V Personnel, Director of Housekeeping, The College of Faith & Culture, Director of Revenue, Director of Marketing, PECF Security

Job Summary

Washington National Cathedral is searching for a Director of Hospitality and Operations of the soon to be opened Virginia Mae Center (VMC), a new residential center on the grounds of Washington National Cathedral, serving overnight guests visiting for purposes of Cathedral activities and programs. The Director is responsible for the successful operation and administration of the VMC. This person ensures an exceptional welcome to all VMC guests, consistent with the Cathedral’s values of welcoming and excellence and is responsible for oversight and day to day management of all VMC’s functional areas, including but not limited to reception, housekeeping, food and beverage, overnight and other bookings, event logistics, general maintenance, and emergency response. 

In the initial year of the role, one of the Director’s key responsibilities will be working, in collaboration with Cathedral colleagues, to complete the operational set up of the VMC, including but not limited to systems and process implementation, compliance, staffing/ contractor set-up and scheduling for all operational functions, taking bookings in accordance with Cathedral mission and revenue goals, and ensuring a full, successful opening. The ideal candidate for this position will have an entrepreneurial spirit, crave problem solving, be willing and able to negotiate and accommodate a wide variety of clientele and stakeholder groups, and be experienced and knowledgeable in many different areas of the hospitality and guest services industries.

The Director of Hospitality and Operations ensures that operations are conducted in compliance with the highest professional standards and applicable regulations; supports the training and development of staff that serve the VMC; and works collaboratively with Cathedral colleagues and other stakeholders to manage business operations (budget, marketing, scheduling, etc.) to meet identified annual goals. 

See below for more information on Virginia Mae Center and Washington National Cathedral.

Duties and Responsibilities

Project Management 

  • Establish standard operating procedures, consistent with local and federal regulations and industry best practices.
  • Establish safety procedures and training protocols, consistent with local and federal regulations and industry best practices.
  • Ensure that the cleanliness and condition of each area meets designated standards, and the appropriate inspections are carried out on a consistent basis.
  • Ensure that an accurate inventory is completed for housekeeping and front office amenities and supplies, standard guest room items, linen, food and beverage items, and other supplies as needed.
  • Work with facilities staff to ensure that all equipment at the VMC is functioning properly and are part of an effective preventative maintenance program.

Guest Experience

  • Develop metrics (e.g., guest service score), in collaboration with appropriate Cathedral leadership, to evaluate guest experience and regularly assess and make progress toward those metrics.
  • Handle guest feedback and special requests, resolve any guest issues, and respond to guest reviews.
  • Demonstrate a commitment to a quality guest experience and take the initiative to welcome all guests.
  • Model professional, welcoming guest service for Cathedral staff and volunteers, maintaining a positive attitude, and staying calm and patient in all situations.

Staff Management

  • Determine staffing levels required to build business in the VMC over the next three years.
  • Recruit, train, support and supervise staff dedicated to the VMC.
  • Provide support to Cathedral staff from other departments when those individuals are supporting VMC operations.
  • Ensure that staff has training and professional development to offer the high quality, welcoming hospitality that shall be the hallmark of the VMC and are otherwise able to perform the functions of their jobs consistent with applicable SOPs, regulations and best practices.
  • Manage staffing levels and schedule to ensure guest needs are met within the constraints of the annual operating budget.
  • Maintain a flexible schedule to be able to assist with unexpected coverage needs or offer staff support as needed.
  • Communicate regularly and effectively with staff, sharing relevant information from other Cathedral departments, through vehicles which may include regular stand-up meetings, regular VMC operations team meetings, and Cathedral technologies.

Budget & Financial Management

  • In collaboration with the Chief Financial Officer and staff, develop an annual operating budget for the VMC
  • Operate the VMC in a manner consistent with that budget
  • Participate in regular revenue management and sales strategies meetings
  • Responsible for administering the VMC-specific hospitality management system, and working closely with the Cathedral finance team to ensure data is maintained in a format that integrates with the general ledger, and any other relevant systems
  • Provide data-driven input to Cathedral finance team, related to VMC-specific revenue and expense forecasting, budgeting and cash flows.

Performs other duties as assigned.

minimum qualifications
  • Bachelor’s degree in hospitality management or other related fields.
  • Five or more years of management experience in hotel or other residential facility operations (e.g., university housing, retreat centers, etc.)
  • Strong verbal and written communication skills, with demonstrated track record of effective collaboration
  • Fluency in operational systems, project management and related technologies
  • Attention to detail and demonstrated to effectively execute projects and tasks
  • Ability to understand and execute revenue and expense goals as budgeted within the context of Cathedral operations.
  • Proficiency with workplace technologies (Microsoft Office Suite, Outlook), experience with Hotel Management Systems required
  • Washington National Cathedral requires all employees to be fully vaccinated against COVID-19, including any boosters recommended and available to the public, in the absence of eligibility for medical or religious exemptions.
Preferred Qualifications
  • CPR/ First Aid certification preferred.
  • Experience running a hotel, retreat center, or other areas of the hospitality business.
  • Experience with “plug and play” A/V systems and operations.
  • Budgetary, projection, and cost control skills.
  • Experience managing time and attendance records.
  • Experience and knowledge of maintaining antiques, stone, fabrics, and/or metals.
Abilities, Knowledge and Skills

Abilities

  • Ability to thrive in a fast paced and multi-tasking environment.
  • Ability to supervise and train staff; organize and prioritize scheduling work assignments; and motivate and develop staff.
  • Organization and strong adherence to cleanliness standards.
  • Ability to develop and maintain record keeping systems and procedures.
  • Strong interpersonal and communication skills with the ability to work effectively with a wide range of constituencies and a diverse workforce.
  • Ability to communicate effectively both verbally and in writing; experience communicating with, training and managing multilingual teams.
  • Collaborative
  • Detail oriented
  • Organized
  • Strategic thinker

Knowledge and Skills

  • Solid understanding of housekeeping and laundry supplies and related equipment.
  • Experience purchasing linens and housekeeping supplies.
  • Knowledge of customer service standards and procedures, and best business practices.
  • Team Leader – Experience with team and morale building.
  • Proficiency with Microsoft Office Suite; knowledge of word processing, spreadsheets, email, calendar, document distributions, and network software.
  • Knowledge of safety and sanitation standards.
  • Excellent time management skills.
Working Conditions
  • This position requires work during regular business hours. As this is a residential facility, some work on weekends and outside of regular business hours will be required. Flexibility in scheduling and availability will be required.
  • The position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, and stooping in the performance of daily activities.
  • The position also requires grasping, repetitive hand movement, and fine coordination in preparing reports using a computer keyboard.
  • The position also requires near and far vision for reading and preparing written reports and other required documents.
  • Acute hearing is also required when providing phone assistance.
  • The need to lift, drag, push, and pull files, reports and other materials weighing up to 25 pounds is also required.
  • Light work lifting to 50 pounds on an infrequent basis and/or carrying up to ten pounds.
  • Required to climb ladders, stoop, or navigate confined spaces.

What is the Virginia Mae Center?

The Virginia Mae Center (VMC) is an integrated component of Washington National Cathedral. After a $26 million dollar renovation of the former Cathedral College of Preachers, it has been developed into a 20 room, state of the art residential center. The renovated Virginia Mae Center is a premiere venue for the Cathedral College of Faith & Culture, a gathering space and a hub of activity to support the Cathedral’s public programming. Through residential programs, retreats, pilgrimages and conferences, the Virginia Mae Center is a convening point to undergird our strategic priorities of Welcoming, Convening, Deepening and Serving.

The Virginia Mae Center’s intimate spaces offer opportunities for contemplation, reflection and life-changing encounters with God and with one another. Centrally located within the tranquility of the Cathedral Close, the Virginia Mae Center is a place of learning, pilgrimage and spiritual renewal, a safe venue for difficult conversations, and a healing space for all who enter its doors.

The 30,000-square-foot Virginia Mae Center is fully accessible and features overnight accommodation for up to 25 guests. Our facility is fully digital, allowing us to share programming with participants regardless of geography. The building features meeting and conference rooms; a dining refectory; enclosed courtyard; commercial kitchen; en-suite bathrooms; chapel and library.

Who are we?

Washington National Cathedral is a house of prayer for all people, conceived by our founders to serve as a great church for national purposes. The Cathedral holds a unique place at the intersection of sacred and civic life. Our vision is to strive to serve God and our neighbors as agents of reconciliation, a trusted voice of moral leadership and a sacred space where the country gathers during moments of national significance.

The Cathedral is one of the top 10 tourist destinations in Washington D.C. and a premiere Washington D.C. event destination. With its exceptional architectural settings, historical significance, expansive grounds and panoramic views, the Cathedral is a highly regarded and desired venue for special events and experiences of all sizes and types. The next stage of growth is opening the brand new Virginia Mae Center.

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.

To apply, send a cover letter and resume to [email protected].