Director of Operations

About The Luxury Collection

The Luxury Collection is seeking a Director of Operations to lead hotel operations in Ad Diriyah, Riyadh, Saudi Arabia. This full-time role involves strategic leadership across various departments to ensure operational excellence and achieve business objectives.

Role Summary

The Director of Operations functions as the strategic business leader for the property's hotel operations, which may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. This position works with department heads to develop and implement departmental strategies, ensuring alignment with the brand service strategy and initiatives. The role focuses on meeting brand standards, addressing customer needs, ensuring employee satisfaction, growing revenues, maximizing financial performance, and fostering positive owner relations. The Director develops and implements property-wide strategies to deliver products and services that meet or exceed customer and employee expectations and provide a return on investment.

Key Responsibilities

• Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
• 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 strategy.
• Monitor hotel operations sales performance against budget and review financial statements.
• Coach and support the operations team in managing occupancy, rate, wages, and controllable expenses.
• Review Wage Progress Reports, compare budgeted to actual wages, and address problem areas with direct reports.
• Champion the brand’s service vision and ensure alignment among hotel leadership teams.
• Develop systems to help employees understand guest satisfaction results and communicate departmental goals clearly.
• Review guest feedback with the leadership team and ensure appropriate corrective actions are taken.
• Respond to and resolve guest problems and complaints, maintaining visibility and interacting with customers regularly.
• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Human Resources Management

• Facilitate the development and implementation of creative solutions to improve guest satisfaction.
• Ensure fair and equitable treatment of employees and consistent 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 meetings, focusing on innovative improvement strategies.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable.
• Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures adhere to SOPs and LSOPs.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions.

Qualifications and Experience

• A minimum of 10 years of experience in hotel operations leadership.
• Demonstrated ability to develop and implement strategic operational plans.
• Strong financial acumen with experience in managing budgets and driving revenue.
• Proven leadership skills with the ability to manage and motivate diverse teams.
• Excellent communication and interpersonal skills for guest, employee, and owner relations.

Work Environment

This is a full-time position based in Ad Diriyah, Riyadh, Saudi Arabia, requiring a leader who can thrive in a dynamic luxury hospitality environment.