Director Operations

The Director of Hotel Operations functions as the strategic business leader of the property’s Hotel Operations. Areas of responsibility may include Front Office, Housekeeping, Food and Beverage, and Engineering/Maintenance. Positions works directly with department heads to develop and implement department strategies and ensures implementation of the brand strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizing financial performance and developing positive owner relationships.

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service, and overall satisfaction.
• Creates an atmosphere in all departments that meets or exceeds guest expectations.
• Champion’s the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding department goals to produce desired results.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors hotel operations sales performance against budget.
• Coaches and supports operations teams to effectively manage and control expenses.
• Fosters employee commitment to provide excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and employees.
• Solicits employee feedback, utilizes an “open door policy”.
• Follow all company policies and procedures.
• Ability to carry out any other reasonable duties and responsibilities as assigned. 
• Ability to perform all required job duties within the department and scope of the position.

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• Bachelor’s degree in hospitality management, Business Administration, or a related field (preferred).
• Minimum of 5–7 years of experience in hotel operations management, with at least 3 years in a leadership role. Strong background in Food and Beverage.
• 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.
• Fosse / Lightspeed
• Marriott Experience is a plus
• Positive attitude and good communication skills
• Multi-tasking at a fast pace while ensuring accuracy and efficiency.

Key Competencies:
• Strategic thinking and planning
• Guest-focused mindset
• Team leadership and development
• Financial acumen
• Conflict resolution and adaptability