Director of Operations

About the Role

Join our dynamic team as the Director of Operations at our prestigious hotel and be the driving force behind our success. We are seeking a passionate and results-driven leader who thrives in a fast-paced, guest-centric environment. This role oversees all aspects of hotel operations, including guest services, housekeeping, food and beverage, and more. You will inspire and lead a talented team, ensuring exceptional guest experiences and seamless operations while driving revenue growth and elevating our property.

Responsibilities

• Provide operational leadership for both the Front Desk and Housekeeping departments.
• Directly supervise and develop the Front Desk Supervisor and Housekeeping Supervisor.
• Ensure exceptional guest service by maintaining Hilton brand standards and operational excellence.
• Lead daily operations while providing hands-on support during high-volume periods.
• Foster collaboration and communication between the Front Office and Housekeeping departments.
• Recruit, coach, mentor, and develop supervisors and hourly team members.
• Conduct performance evaluations, coaching sessions, and corrective action when necessary.
• Review labor productivity, scheduling, overtime, and payroll to ensure departments remain within budget.
• Ensure compliance with all Hilton, Davidson Hospitality, and company policies and procedures.
• Monitor guest satisfaction, online reviews, and service recovery opportunities.
• Maintain departmental inventories, cleanliness standards, and operational readiness.
• Review and monitor work orders, room status, and guest requests using HotSOS.
• Utilize PEP (Property Engagement Platform) to oversee Front Office operations, guest arrivals, departures, room inventory, and guest service.
• Utilize Workday to review payroll, approve timecards, manage punch edits, and oversee time-off requests.
• Utilize Hotel Effectiveness (HE) to monitor labor productivity and scheduling.
• Partner with Engineering, Food & Beverage, Sales, and other hotel departments to ensure seamless daily operations.
• Provide strategic leadership and daily operational oversight of both the Front Desk and Housekeeping departments.
• Ensure consistent execution of Hilton brand standards and Davidson Hospitality culture.
• Proactively resolve service opportunities and lead service recovery efforts when guest concerns arise.
• Build succession plans for operational leadership positions and promote employee engagement and recognition initiatives.
• Manage departmental labor to budget, review productivity reports, and assist with departmental budgeting and forecasting.
• Perform additional duties and special projects as assigned.

Requirements

• Bachelor’s degree or 4 years of management experience in a full-service hotel in rooms division or related discipline.
• Time management and negotiation skills.
• Ability to manage and lead each department in accordance with employment and Innkeeper laws of the jurisdiction.
• Prior cash handling experience.
• Ability to communicate effectively with the public and other team members.
• Read, write, and speak English fluently.

Benefits

• Multiple tiers of medical coverage.
• Dental & vision coverage.
• 24/7 Teledoc service.
• Free maintenance medications.
• Pet insurance.
• Hotel discounts.
• Tuition reimbursement.
• Paid time off (vacation, sick, bereavement, and holidays).
• 401K match.

Pay

Salary Range: USD $110,000.00 per year.