Director Of Operations

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone." Peggy Focheux Duval: Director of Learning & Development, France Operational Leadership Provide strategic and operational leadership for all Rooms and Food & Beverage operations. Ensure all departments consistently deliver service in accordance with Hyatt brand standards and Thompson Zihuatanejo operating procedures. Monitor and improve operational efficiency, productivity, quality standards, and guest satisfaction. Ensure all outlets and operational areas are managed professionally, efficiently, and profitably. Establish and monitor monthly sales and revenue goals for Food & Beverage outlets, Spa, Boutique, Minibar, and other revenue‑generating areas. Analyze business performance, market trends, and operational results to support strategic decision‑making. Lead operational planning initiatives to maximize profitability and guest satisfaction. Promote continuous improvement throughout all operational areas. Prepare and manage annual operating budgets for Rooms and Food & Beverage divisions. Monitor departmental expenditures to ensure compliance with approved budgets and forecasts. Review financial performance regularly and implement corrective actions when necessary. Support cost‑control initiatives while maintaining service excellence. Approve and manage departmental supplier payments in accordance with company financial procedures. Contribute to profitability through effective labor management, inventory control, and resource utilization. Support sustainability and energy conservation initiatives. Guest Experience & Service Excellence Champion a guest‑centric culture throughout the hotel. Monitor guest satisfaction indicators, including Medallia, NPS, CES, and other performance metrics. Analyze guest feedback and develop action plans to improve service delivery. Ensure timely resolution of guest complaints and service recovery opportunities. Maintain Hyatt service standards during operational changes and new initiatives. Foster a culture of exceptional hospitality and personalized service. Leadership & Talent Development Lead, coach, and develop departmental leaders and colleagues. Conduct regular departmental meetings to communicate operational priorities and organizational objectives. Promote a culture of accountability, collaboration, and continuous learning. Conduct performance evaluations and provide ongoing coaching and feedback. Identify high‑potential talent and support succession planning initiatives. Ensure all colleagues receive appropriate training and development opportunities. Review and act upon Colleague Experience Survey results to improve engagement and workplace culture. Recognize and encourage innovation, creativity, and operational improvements from team members. Cross‑Functional Collaboration Participate actively in Leadership Committee (LedCo) meetings and strategic planning sessions. Collaborate with Sales, Marketing, Finance, People Services, Engineering, Culinary, Housekeeping, and other departments to achieve business objectives. Build and maintain effective relationships with suppliers, business partners, travel agencies, external concierges, and local stakeholders. Support initiatives that strengthen the hotel’s competitive positioning in the market. Quality Assurance & Compliance Ensure compliance with Hyatt brand standards, Thompson Zihuatanejo operating procedures, and all corporate policies. Lead preparation and execution of MOR audits and other operational audits. Ensure compliance with H Distinction requirements and applicable food safety standards. Monitor quality management processes to ensure intended operational outcomes are achieved. Report operational performance, service quality, and improvement opportunities to the Leadership Committee. Maintain compliance with all labor laws, health and safety regulations, and local legal requirements. Ensure adherence to internal policies regarding information security, privacy, confidentiality, workplace dignity and respect, Lost & Found procedures, and company systems. Human Resources Management Ensure fair and consistent treatment of all colleagues in accordance with Hyatt policies and local labor regulations. Maintain appropriate staffing levels and workforce planning. Manage payroll administration responsibly and within budget guidelines. Monitor temporary contract expirations and ensure proper documentation and processing with People Services. Enforce standards of conduct, attendance, grooming, and professional appearance. Ensure compliance with Internal Work Regulations and company policies. Serve as a role model for Hyatt’s purpose, values, and leadership expectations. Demonstrate integrity, professionalism, accountability, and respect in all interactions. Maintain confidentiality of sensitive information and company resources. Foster an inclusive, respectful, and collaborative work environment. Promote colleague wellbeing, safety, engagement, and development. Remain flexible and responsive to operational needs, business demands, and guest service requirements. Performance Measures Budget compliance Net Promoter Score (NPS) Hyatt brand standard compliance Turnover and retention metrics Internal promotions and succession development Quality assurance scores Safety and compliance metrics Qualifications Education Bachelor’s Degree in Business Administration, Hospitality Management, Hotel Management, or related field. Experience Minimum 7–10 years of progressive hotel operations leadership experience. Previous experience managing Rooms and Food & Beverage operations within a luxury or lifestyle hospitality environment preferred. Experience with Hyatt brand standards and operational systems preferred. Technical Skills Financial Analysis and Budgeting Inventory and Cost Control Strategic Planning Quality Assurance Hotel Property Management Systems (PMS) Strategic Thinking Business Acumen Communication Skills Problem Solving Languages English – Advanced/Professional Proficiency Spanish – Native or Professional Proficiency Working Relationships Internal: Leadership Committee, Engineering External: Suppliers and Vendors, External Concierges, Local Business Partners, Community Stakeholders Physical & Work Requirements Ability to work flexible schedules, including weekends and holidays, based on operational demands. Ability to move throughout all hotel operational areas. Availability to respond to guest and operational needs as required. Participation in hotel meetings, training programs, and special events. Hyatt Regency Bellevue on Seattle's Eastside | Bellevue , WA , US Hyatt Regency St Louis at the Arch | St. Louis , MO , US Hyatt Regency London - The Churchill | London , ENG , GB #J-18808-Ljbffr