Director of Operations

POSITION SUMMARY

The Director of Operations is a senior hotel leader responsible for overseeing the day-to-day performance of the property's operational departments. Reporting to the General Manager, this position ensures consistent service delivery, strong departmental coordination, efficient use of labor and resources, a safe and well-maintained environment, and an exceptional guest experience. The Director of Operations provides direct leadership to operational department heads and serves as the primary operational leader in the General Manager's absence.

ESSENTIAL RESPONSIBILITIES

• Direct and oversee the daily operations of Front Office, Housekeeping, Engineering, Security, Guest Services, and other operational departments as assigned.
• Ensure all operational departments consistently meet or exceed company standards for service, cleanliness, safety, productivity, and guest satisfaction.
• Lead, coach, and develop department heads and managers, establishing clear expectations, accountability, and follow-through.
• Conduct regular inspections of guest rooms, public spaces, back-of-house areas, building systems, and service touchpoints; ensure deficiencies are addressed promptly.
• Monitor guest feedback, service recovery activity, operational performance, and departmental results; identify trends and implement practical improvements.
• Handle escalated guest concerns professionally and ensure appropriate resolution, documentation, and follow-up.
• Coordinate hotel operations across departments to ensure readiness for high occupancy periods, groups, events, VIP arrivals, and business demands.
• Partner with the General Manager to achieve operational and financial objectives through effective scheduling, labor management, purchasing controls, productivity, and expense oversight.
• Provide operational input for annual budgets, forecasts, capital needs, and departmental action plans.
• Oversee staffing levels and management coverage to ensure the hotel is appropriately supported at all times.
• Partner with Human Resources on recruitment, onboarding, training, performance management, employee relations, succession planning, and compliance matters.
• Ensure compliance with company policies, standard operating procedures, collective bargaining obligations where applicable, and all relevant legal, safety, and regulatory requirements.
• Promote a positive, respectful, service-oriented workplace culture focused on teamwork, employee engagement, accountability, and continuous improvement.
• Lead operational meetings and communicate priorities, expectations, and follow-up items clearly to the management team.
• Oversee emergency preparedness and support the hotel's response to operational disruptions, safety incidents, and other urgent situations.
• Identify and recommend new processes, technology, or operating practices that improve quality, efficiency, safety, guest satisfaction, or cost management.
• Assume responsibility for overall hotel operations in the absence of the General Manager.
• Attend required hotel and corporate meetings and trainings, and perform other duties as assigned.

REQUIRED SKILLS AND KNOWLEDGE

• Comprehensive knowledge of hotel operations, including Front Office, Housekeeping, Engineering, Security, Guest Services, and Food & Beverage where applicable.
• Strong leadership, coaching, and team-development skills, with the ability to build accountability across multiple departments.
• Solid financial and operational acumen, including budgeting, forecasting, labor management, productivity, purchasing, and expense control.
• Excellent communication, organization, presentation, interpersonal, and conflict-resolution skills.
• Ability to analyze operational information, identify root causes, make sound decisions, and implement effective solutions.
• Ability to prioritize multiple business needs while remaining calm, professional, and responsive in a fast-paced environment.
• Working knowledge of hotel property management systems, service platforms, operational reporting tools, and Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
• Ability to maintain confidentiality, exercise sound judgment, and communicate respectfully with guests, employees, vendors, and business partners.
• Professional image and conduct consistent with the expectations of a senior hotel leader.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. Equivalent hotel leadership experience may be considered.
• Minimum of five years of progressive hotel management experience, including responsibility for multiple operational departments.
• Previous experience as a Director of Rooms, Assistant General Manager, Director of Operations, or comparable senior hotel operations leader preferred.
• Demonstrated experience improving guest satisfaction, operational execution, employee engagement, and cost control.
• Availability to work a flexible schedule, including early mornings, evenings, weekends, and holidays, based on hotel needs.

PHYSICAL AND WORK REQUIREMENTS

• Ability to stand, walk, sit, and move throughout the hotel for extended periods.
• Ability to inspect guest rooms, public areas, back-of-house spaces, and operational equipment.
• Ability to lift, carry, push, pull, or place objects weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to respond to operational needs throughout the property and work in varying indoor environments.
• Ability to travel locally for meetings, training, or business needs when required.