JOB SUMMARY:

The Director of Operations is a key member of the hotel leadership team, who supports the daily operations across Front Office, Housekeeping and Spa. This role ensures operational excellence, fosters exceptional guest experiences, optimizes efficiency, and helps to drive profitability in alignment with the hotel’s luxury goals and standards. We are looking for someone with a strong front office background for this role to support and elevate our Front Office operations.

QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).
• Minimum of 5 years of experience in hotel operations management, with at least 3 years in a leadership role. Strong background in Front Office Management.
• Strong knowledge of hospitality industry standards, trends, and practices.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage budgets, analyze financial data, and optimize operational performance.
• Strong problem-solving and decision-making abilities.
• Proficiency in property management systems (PMS) and Microsoft Office Suite. Experience with Opera, Alice and Hotel Effectiveness systems preferred.

• Operational Management:
• Support the day-to-day operations of all hotel departments to ensure smooth and efficient service delivery.
• Develop and implement standard operating procedures (SOPs) to maintain consistency and quality.
• Monitor operational performance throughout the hotel and make recommendations to the GM when actions when necessary.
• Guest Experience:
• Ensure exceptional guest satisfaction by addressing complaints and resolving issues promptly.
• Review and respond to guest feedback and implement improvements to enhance service quality.
• Team Leadership:
• Support the hotel’s various department heads to ensure cross department communication and improvement of the guest experience.
• Foster a positive and collaborative work environment.
• Identify training needs and coordinate staff development programs with HR guidance.
• Financial Oversight:
• Support department leaders with profitability for the operation with cost controls, proper staffing levels, and purchasing.
• Monitor labor efficiency and departmental expenses.
• Collaborate with the General Manager to achieve revenue targets and operational goals.
• Compliance and Safety:
• Ensure compliance with health, safety, and environmental regulations.
• Maintain standards for cleanliness, safety, and security throughout the property.
• Strategic Planning:
• Assist in the development and execution of the hotel’s business strategies.
• Identify opportunities for operational improvement and innovation.
• Champion strategies to yield growth in rooms as well as food and beverage revenues and profitability.