Dir Operations C

About the Role

The Luxury Collection is seeking a Director of Operations to lead hotel operations in Ad Diriyah, Riyadh, Saudi Arabia. This full-time position functions as the strategic business leader for the property's operations, encompassing Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. The Director will work with department heads to develop and implement strategies, ensuring alignment with brand service standards and initiatives.

Key Responsibilities

• Develop and implement property-wide strategies to deliver products and services that meet or exceed customer and employee expectations, ensuring a return on investment.
• Demonstrate and communicate key drivers of guest satisfaction, analyze service issues, and identify trends to make informed decisions.
• Collaborate with the hotel management team to develop and execute an operational strategy aligned with the brand's business objectives.
• Monitor hotel operations sales performance against budget, review financial statements, and coach the operations team to manage occupancy, rate, wages, and controllable expenses effectively.
• Champion the brand’s service vision, ensuring alignment among hotel leadership teams and developing systems for employees to understand guest satisfaction results.
• Review guest feedback with the leadership team, ensure appropriate corrective actions are taken, and respond to guest problems and complaints.
• Maintain visibility and interface regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Human Resources Management

• Facilitate the development of creative solutions to overcome obstacles and continuously improve guest satisfaction.
• Ensure fair and equitable treatment of employees and consistent, ongoing communication within Operations.
• Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
• Incorporate guest satisfaction into staff/operations meetings, emphasizing innovative ways to improve results.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for performance.
• Solicit employee feedback, utilize an open-door policy, and review employee satisfaction results to address concerns.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Conduct annual performance appraisals with direct reports and champion change, ensuring brand and regional business initiatives are implemented.

Qualifications and Experience

• A minimum of 10 years of experience in hotel operations leadership.
• Demonstrated ability to develop and implement departmental strategies.
• Proven track record in managing profitability, revenue goals, and guest experience.
• Experience in leading and developing operations and department teams.

Work Environment

This is a full-time position based in Ad Diriyah, Riyadh, Saudi Arabia, requiring a leader who can drive operational excellence and foster positive owner relations within a luxury hospitality setting.