Director of Operations

Job Description

Job Description

Hotel Name: The Millennium Hotel Knickerbocker Chicago

Location: Onsite – Chicago, IL

Salary Range: 115K-120K

Join the Team at The Knickerbocker Chicago

At The Knickerbocker Chicago , hospitality is where timeless style meets the energy of the city. We create experiences that feel both elevated and welcoming—where every guest interaction leaves a lasting impression.

About The Knickerbocker Chicago

Located just steps from Chicago’s iconic Magnificent Mile, The Knickerbocker Chicago places you at the center of it all—world-class shopping, renowned dining, and vibrant city life.

Blending classic charm with modern comfort, the hotel offers a sophisticated yet approachable experience for both business and leisure travelers. From the buzz of the city outside to the warm, inviting atmosphere inside, The Knickerbocker delivers a stay that feels distinctly Chicago—stylish, dynamic, and full of character

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role: Director of Operations

As the Director of Operations, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment.

This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results."

Your Impact

The Director of Operations serves as the hotel's senior operational leader and principal second-in-command to the General Manager, providing strategic leadership and oversight of daily hotel operations. This position is primarily responsible for guest-facing departments, including direct leadership of the Front Office and overall guest experience, executive oversight of Food & Beverage operations, and close partnership with Housekeeping to ensure exceptional service delivery and operational excellence. The role also provides coordination and support on Engineering matters that impact guest satisfaction, hotel presentation, and operational efficiency.

As a key member of the hotel's leadership team, the Director of Operations is accountable for driving service consistency, operational standards, labor productivity, financial performance, and leader accountability across assigned departments. The position fosters collaboration among department leaders to ensure seamless execution of hotel initiatives, achievement of business objectives, and delivery of an exceptional guest experience in a fast-paced, full-service, unionized hotel environment.

The ideal candidate demonstrates strong operational acumen, sound business judgment, a visible leadership presence, and the ability to inspire, develop, and hold teams accountable while maintaining a culture of service excellence, engagement, and continuous improvement.

What You’ll Be Doing

• Lead day-to-day hotel operations while ensuring exceptional guest satisfaction and service delivery. 
• Direct Front Office operations and oversee the overall guest experience throughout the property. 
• Provide executive leadership and strategic oversight for Food & Beverage operations. 
• Partner with Housekeeping and Engineering to maintain exceptional standards of cleanliness, maintenance, safety, and guest comfort. 
• Conduct operational walkthroughs and department reviews to ensure compliance with brand standards. 
• Drive continuous improvement initiatives focused on operational efficiency, productivity, and guest satisfaction. 

Operations & Execution

• Ensure smooth, efficient operations aligned with brand standards
• Identify opportunities for innovation and continuous improvement
• Deliver consistent, high-quality results in a fast-paced environment

Guest Experience

• Deliver exceptional service rooted in passion for hospitality
• Anticipate needs and respond with a solutions-first mindset
• Create memorable, personalized experiences for every guest

Team Collaboration

• Work collaboratively across teams to achieve shared goals
• Communicate effectively and contribute to a positive work environment
• Support a culture of respect, energy, and accountability

Compliance & Standards

Follow all company policies, safety standards, and procedures

Maintain accuracy in processes, reporting, and documentation

Uphold a culture of accountability and operational excellence

Requirements

• Passion for hospitality and delivering exceptional service
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Solutions-oriented mindset with attention to detail
• Flexibility to work varied schedules, including evenings, weekends, and holidays

Qualifications

• Minimum of five years of progressive hotel operations leadership experience in a full-service hotel environment.
• Strong Front Office, Rooms Division, and guest-experience background required.
• Food & Beverage and banquet operations experience preferred.
• Previous leadership experience in a union hotel environment strongly preferred.
• Demonstrated ability to oversee multiple operating departments, develop leaders, and manage competing priorities.
• Working knowledge of hotel financial statements, labor productivity, budgeting, forecasting, expense control, and operational KPIs.
• Proven ability to improve guest satisfaction, resolve escalated concerns, and maintain consistent service standards.
• Strong leadership, judgment, communication, organizational, analytical, and problem-solving skills.
• Ability to make sound operational decisions during emergencies, service disruptions, and periods of high business demand.
• Proficiency with hotel property-management and operating systems, along with Microsoft Office applications.
• Flexibility to work evenings, weekends, holidays, and respond to hotel emergencies based on business needs.

Education (Optional / Adjustable)

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred; equivalent relevant experience will be considered.

Benefits

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.

If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.