Hotel Director of Operations | New York

Crescent Hotels & Resorts is hiring a Hotel Director of Operations to support one of our luxury, full-service properties in New York. This role is ideal for a dynamic luxury lifestyle hotel operator who aspires toward future Hotel Manager or General Manager leadership opportunities. This is an on-site position located in New York.

More than a traditional Rooms Division leadership role, this position serves as a key operational partner to the General Manager and a visible cultural leader for the property. The ideal candidate brings a hands-on leadership style, exceptional emotional intelligence, a passion for authentic luxury hospitality, and an ownership mentality in shaping both the hotel’s operational philosophy and long-term reputation within the NY luxury market.

At Crescent Hotels & Resorts, we are a team of hospitality professionals deeply connected to and proud of the exceptional experiences we provide for our guests. We encourage you to bring your true self to work every day, celebrate your contributions, and support your career journey with health & wellness programs, best-in-class learning and development, and travel discounts.

About the role

Serve as a highly visible operational leader and ambassador of the guest experience, ensuring service delivery consistently reflects the hotel’s luxury positioning, personalized approach, and brand standards. Partner closely with the General Manager in shaping the hotel’s operational identity, culture, service philosophy, and overall guest journey.

Responsibilities

• Foster a high-performing, engaged, and service-oriented culture through active leadership presence, mentorship, coaching, and development of department heads and frontline teams.
• Lead and oversee all aspects of Front Office operations including Guest Services, Concierge, Housekeeping Services, Laundry, Telephone Operations, and related Rooms Division functions.
• Champion authentic luxury hospitality by anticipating guest needs, resolving concerns with professionalism and empathy, and creating memorable experiences that drive guest loyalty and satisfaction.
• Implement and manage the hotel’s quality assurance processes including service recovery, guest satisfaction initiatives, operational audits, and continuous improvement programs.
• Analyze guest feedback, comment cards, online reputation metrics, and service trends to proactively identify opportunities for operational enhancement and team coaching.
• Recruit, interview, hire, train, mentor, evaluate, and develop operational leaders and team members while maintaining open communication and accountability across departments.
• Provide strategic operational oversight including labor management, forecasting, budgeting, expense control, inventory management, and productivity analysis.
• Collaborate with department leaders to ensure operational consistency, financial performance, and adherence to luxury service standards.
• Monitor hotel occupancy trends and operational demands to proactively adjust staffing and service strategies.
• Lead operational response during high-pressure situations, guest escalations, and emergency scenarios with sound judgment, composure, and professionalism.
• Review security logs and operational reports daily, partnering with department heads to implement service improvements and policy enhancements where necessary.
• Plan, organize, chair, and actively participate in Executive Committee Meetings, Rooms Division Meetings, leadership meetings, and quality improvement initiatives.
• Support pre-opening, repositioning, and brand evolution initiatives as applicable while helping establish long-term operational excellence and team culture.
• Maintain flexibility and availability to support operational needs as required.
• Perform other job-related duties as assigned.

Requirements

• Minimum 5 years of progressive luxury hotel operations experience within full-service or luxury hotels is required.
• Minimum 3 years of senior Rooms Division or Operations leadership experience within a New York luxury hotel is required.
• Previous leadership experience within a union hotel environment is preferred.
• Demonstrated success building and leading high-performing operational teams within luxury hospitality environments.
• Strong leadership presence with exceptional interpersonal, communication, and relationship-building skills.
• Proven ability to mentor department leaders, drive accountability, and cultivate a positive service culture.
• Strong financial acumen including budgeting, forecasting, labor management, and operational analysis.
• Passion for personalized luxury hospitality, guest engagement, and operational excellence.
• Ability to lead with professionalism, emotional intelligence, discretion, and adaptability in a fast-paced luxury environment.

Pay

Highly competitive annual salary starting at $130,000 based on experience. Operational incentive plan eligibility.

Benefits

• Exceptional benefit plan for eligible associates and family members.
• 401K matching program for eligible associates.
• Flexible scheduling to allow you to focus on what is important to you.
• Discounts with our Crescent managed properties in North America for you and your family members.