Director of Operations

Job Description

Demonstrates understanding of key guest satisfaction drivers aligned with the brand's customer profile. Analyzes service issues and operational trends to develop improvement strategies. Makes timely decisions to ensure progress toward strategic and operational goals. Collaborates with hotel leadership to develop and execute aligned operational strategies. Monitors sales and hotel operational performance against revenue and occupancy budgets. Reviews financial statements to assess operational success and areas needing improvement. Coaches the operations team to manage occupancy, room rates, wages, and controllable costs effectively. Uses the Wage Progress Report to compare actual vs. budgeted labor costs, and leads corrective actions. Champions the brand's service vision across all hotel departments. Develops systems for employees to understand guest satisfaction scores and feedback. Communicates departmental goals clearly to drive team performance and alignment. Reviews guest feedback regularly with leaders and initiates corrective actions where needed. Handles guest complaints personally and ensures resolution to maintain satisfaction. Maintains regular presence with guests to gather real-time feedback and reinforce service quality. Ensures the Rooms and F&B areas meet or exceed brand and guest expectations. Facilitates creative problem-solving and implements guest satisfaction improvements. Promotes fairness and equity among staff through consistent HR practices. Ensures ongoing internal communication via staff meetings and briefings. Fosters a service-focused culture and daily engagement with employees to drive excellence.