Director of Operations

About the Role

Luxury Collection is seeking a Director of Operations to function as the strategic business leader for the property's Hotel Operations. This full-time role involves overseeing key areas such as Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance.

Role Purpose and Strategy

The Director of Operations works with department heads to develop and implement departmental strategies, ensuring alignment with the brand service strategy and initiatives. The position is responsible for ensuring Hotel Operations meet brand standards, target customer needs, and achieve employee satisfaction. A key focus is on growing revenues, maximizing financial performance, and developing positive owner relations. This role also involves developing and implementing property-wide strategies to deliver products and services that meet or exceed customer and employee expectations, while providing 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, making decisions to achieve goals.
• 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 and review financial statements against budget.
• 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 clear departmental goals.
• Review guest feedback with the leadership team, ensuring appropriate corrective actions are taken, and handle guest problems and complaints directly.
• Maintain visibility and interact with customers regularly 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.
• Facilitate creative solutions to overcome obstacles and 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 to generate innovative improvement ideas.
• Set goals and expectations for direct reports using performance reviews and hold staff accountable.
• 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 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.

Experience Requirements

• Candidates should possess 5-10 years of relevant experience in hotel operations leadership.

Work Type

This is a full-time position.

Application Process

Salary details for this position will be disclosed during the interview process.