Director of Operations

Role overview

Education and experience

• Option 1: Two-year degree in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of experience in a relevant professional area.
• Option 2: Four-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, plus two years of experience in a relevant professional area.
• Relevant areas include guest services, front desk, housekeeping, sales and marketing, and management operations.

Profitability and strategy

• Communicate key drivers of guest satisfaction and analyze service issues and trends.
• Make decisions that advance property goals.
• Develop and execute an operational strategy aligned with the brand’s business strategy.

Revenue and budgets

• Monitor hotel operations sales performance against budget and review reports and financial statements.
• Coach the operations team on occupancy, rates, wages, and controllable expenses.
• Compare budgeted wages with actual wages, address problem areas, 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 that help employees understand guest satisfaction results and communicate departmental goals.
• Review guest feedback, take corrective action, handle complaints, and engage with guests about product and service quality.
• Maintain Rooms and Food and Beverage areas that meet or exceed guest expectations.

People leadership

• Facilitate solutions that improve guest satisfaction and ensure employees are treated fairly and equitably.
• Maintain regular operational communication, including pre-shift briefings and staff meetings.
• Model service behaviors and incorporate guest satisfaction into staff and operations meetings.
• Set goals for direct reports, conduct annual appraisals, and hold staff accountable for performance.
• Solicit employee feedback, review satisfaction results, and address concerns.
• Apply property policies and disciplinary procedures consistently and support the Peer Review Process.
• Champion change and implement brand and regional business initiatives.

Workplace and schedule

• Full-time position.
• Not remote; the position is associated with the property in Ad Diriyah, Saudi Arabia.