Chief Operating Officer

Job Description

Job Description

Hoxton Circle has partnered with a local client looking for a Director of Operations/COO to oversee day-to-day operations across several business lines. This is a hands-on leadership role for someone who can run diverse business units under one roof, tighten up operational standards, and work closely with the executive team on growth and profitability. The company has a loyal, long-standing customer base and a strong regional reputation, and is looking for an operator who can professionalize the business while protecting what makes it distinctive.

Key Responsibilities:

• Lead day-to-day operations across multiple business units (retail, food and beverage, and guest lodging), ensuring consistency in standards and guest experience across all of them.
• Build and implement operational policies, SOPs, and process improvements that support efficiency without disrupting what already works well.
• Own safety, cleanliness, and maintenance standards across high-traffic guest-facing areas.
• Partner with the CEO and executive team to set goals and build a roadmap for growth, exansion, and operational improvement.
• Translate long-term strategic priorities into operational targets and KPIs for each business unit.
• Oversee capital projects and renovations tied to the company's ongoing growth plans.
• Own operational budgets across departments, with a focus on cost control, resource allocation, and ROI.
• Partner with finance on annual budgeting and forecasting, and identify cost-saving opportunities.
• Set pricing strategy and financial policy by business segment, with attention to margin and cost of goods sold.
• Lead and develop a large, cross-functional team, building training programs that raise the bar on skills and service culture.
• Drive accountability and a performance-based culture across departments.
• Partner with HR on training, retention, and succession planning.
• Set and enforce quality standards across the property.
• Ensure compliance with health, safety, and environmental regulations relevant to hospitality, retail, and food service.
• Regularly review security protocols across guest-facing and lodging areas.
• Own guest service operations end to end, from retail to lodging.
• Build feedback mechanisms to track guest satisfaction and drive improvements.
• Partner with marketing on initiatives that build guest loyalty and repeat visitation.

Qualifications:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field. Advanced degree or MBA a plus.
• 8+ years in multi-departmental operations management, including at least 5 years in a senior leadership role within hospitality, retail, or property management.
• Strong financial acumen, including budget ownership, P&L, forecasting, and margin analysis.
• Proven track record leading large, diverse teams across multiple business functions and locations.
• Excellent communication and interpersonal skills, with a hands-on, roll-up-your-sleeves leadership style.
• Familiarity with compliance requirements across hospitality, food service, and retail