Director of Operations
Role Overview
Strategic business leader for the property’s hotel operations, potentially including Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance.
Works with department heads to deliver brand standards and initiatives, meet customer needs, support employee satisfaction, grow revenue, maximize financial performance, and maintain positive owner relations.
Develops property-wide strategies that meet or exceed guest and employee expectations and provide a return on investment.
Key Skills for This Role
Full Job Posting
Job summary
Strategic business leader for the property’s hotel operations, potentially including Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance.
Works with department heads to deliver brand standards and initiatives, meet customer needs, support employee satisfaction, grow revenue, maximize financial performance, and maintain positive owner relations.
Develops property-wide strategies that meet or exceed guest and employee expectations and provide a return on investment.
Education and experience
- Option 1: 2-year degree in Business Administration, Hotel and Restaurant Management, or a related major, plus 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related area.
- Option 2: 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related major, plus 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related area.
Managing profitability and revenue
- Communicate key drivers of guest satisfaction, analyze service issues and trends, and make decisions to keep the property moving toward its goals.
- Develop an operations strategy aligned with the brand’s business strategy and lead execution.
- Monitor hotel operations sales performance against budget and review reports and financial statements.
- Coach the operations team to manage occupancy, rates, wages, and controllable expenses effectively.
- Review budgeted versus actual wages, address problem areas with direct reports, and hold staff accountable for results.
Leading operations and guest experience
- Champion the brand’s service vision and align hotel leadership teams on product and service delivery.
- Develop systems that help employees understand guest-satisfaction results and communicate clear departmental goals.
- Review guest feedback with the leadership team and ensure corrective action is taken.
- Handle guest problems and complaints; engage customers regularly to assess product quality, service levels, and satisfaction.
- Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
People and organizational leadership
- Facilitate solutions to obstacles and implement improvements to guest-satisfaction results.
- Ensure employees are treated fairly and equitably and that regular operational communication takes place.
- Model desired service behaviors, foster employee commitment to excellent service, and incorporate guest satisfaction into staff meetings.
- Set expectations for direct reports, conduct annual performance appraisals, and hold staff accountable for performance.
- Solicit employee feedback and address concerns using employee satisfaction results.
- Administer policies and disciplinary procedures consistently, complete required documentation, and support the Peer Review Process.
- Champion change and implement brand and regional initiatives, communicating follow-up actions to the team.
About the employer and brand
The employer describes itself as an equal opportunity employer committed to valuing associates’ backgrounds and providing access to opportunity.
The Luxury Collection Hotels & Resorts has more than 120 properties in over 35 countries and is part of Marriott International.
The brand describes its properties as locally distinctive luxury hotels and resorts focused on authentic, personalized hospitality.
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