Director of Operations

Role overview

Education and experience

• Either a two-year degree in Business Administration, Hotel and Restaurant Management, or a related major and four years of related professional experience; or a four-year bachelor's degree in a related major and two years of related experience.
• Relevant experience areas include guest services, front desk, housekeeping, sales and marketing, and management operations.

Profitability and revenue

• Communicate guest satisfaction drivers, analyze service issues and trends, and make decisions that advance property goals.
• Develop and execute an operational strategy aligned with the brand's business strategy.
• Monitor hotel operations sales against budget and review reports and financial statements.
• Coach teams on occupancy, rates, wages, and controllable expenses; compare budgeted and actual wages and hold direct reports accountable.

Operations and guest experience

• Champion the brand's service vision and align hotel leadership teams around product and service delivery.
• Develop systems to help employees understand guest satisfaction results and communicate departmental goals.
• Review guest feedback, ensure corrective action, and respond to guest problems and complaints.
• Engage customers regularly for feedback and create Rooms and Food and Beverage environments that meet or exceed expectations.

People leadership

• Facilitate solutions and ongoing improvements to guest satisfaction, and ensure employees are treated fairly.
• Maintain regular operations communication, model desired service behaviors, and include guest satisfaction in staff meetings.
• Set direct-report goals, conduct performance reviews, solicit employee feedback, and address employee concerns.
• Administer policies and disciplinary processes consistently, conduct annual appraisals, and implement brand and regional initiatives.

About The Luxury Collection