Job Description

Job Description

Job Description

Description:

Position Summary

The Director of Operations is responsible for overseeing the day-to-day hotel operations to ensure exceptional guest service, operational efficiency, and financial performance. This role provides strategic leadership across all operational departments, including Front Office, Housekeeping, Engineering, Food & Beverage, and Guest Services, ensuring alignment with brand standards and ownership expectations.

Key Responsibilities

Operational Leadership

• Direct and oversee daily operations of all hotel departments to ensure seamless service delivery.
• Maintain high standards of guest satisfaction, cleanliness, and service quality.
• Ensure compliance with brand standards, safety regulations, and company policies.
• Act as Manager on Duty (MOD) as required, resolving guest concerns and operational challenges.

Financial Performance

• Partner with the General Manager to develop and execute annual budgets and forecasts.
• Monitor and analyze financial performance, including revenue, labor, and expense controls.
• Drive profitability through cost management, productivity improvements, and revenue optimization.
• Review P&L statements and implement corrective actions to achieve financial goals.

Team Leadership & Development

• Lead, mentor, and develop department heads and operational teams.
• Foster a culture of accountability, engagement, and continuous improvement.
• Oversee hiring, training, performance management, and succession planning.
• Ensure appropriate staffing levels and labor efficiency across departments.

Guest Experience

• Champion a guest-first culture to deliver exceptional service and drive loyalty scores.
• Monitor guest feedback (reviews, surveys, and direct comments) and implement service improvements.
• Ensure prompt resolution of guest issues and service recovery efforts.

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