Director of Hotel Operations

Summary:

The Director of Operations is responsible for the strategic leadership and day-to-day operation of the hotel, with primary responsibility for all Food & Beverage operations and oversight of overall hotel operations in partnership with the General Manager. This position provides leadership for restaurants, bars, banquet and catering operations, room service, and all other food and beverage outlets while supporting Front Office, Housekeeping, Engineering, Sales, Security, and other operational departments to ensure exceptional guest experiences.


As a key member of the hotel's leadership team, the Director of Operations drives operational excellence, financial performance, team member engagement, guest satisfaction, and brand compliance across the property. This role develops department leaders, maximizes profitability, and ensures consistent execution of company standards while serving as the General Manager's operational partner.


Essential Duties and Responsibilities:


Food & Beverage Leadership (45%)

• Direct all food and beverage operations, including restaurants, lounges, banquet operations, catering, room service, and special events.

• Ensure exceptional food quality, beverage execution, service standards, cleanliness, and guest satisfaction.

• Partner with the Executive Chef to develop menus, seasonal offerings, promotions, and special events that drive revenue and enhance the guest experience.

• Monitor guest feedback and implement service improvements to continually elevate dining experiences.

• Maintain compliance with all food safety, sanitation, alcohol service, and health department regulations.

Hotel Operations Leadership (30%)

• Serve as a key operational leader supporting all hotel departments to ensure seamless guest experience.

• Partner with department leaders in Front Office, Housekeeping, Engineering, Sales, Security, and Accounting to coordinate daily hotel operations.

• Act as Manager on Duty as assigned and provide leadership during evenings, weekends, holidays, and special events.

• Assist with quality assurance inspections, brand initiatives, operational audits, and compliance programs.

• Promote collaboration and communication between departments to improve operational efficiency and guest satisfaction.

• Champion a culture of hospitality throughout the hotel.

• Personally engage with guests to build relationships, resolve concerns, and identify opportunities to exceed expectations.

• Monitor guest satisfaction metrics and develop action plans to improve performance.

• Support initiatives that increase guest loyalty, repeat business, and overall hotel reputation.

Financial Management (10%)

• Develop and manage annual operating budgets for all food and beverage operations.

• Monitor revenues, labor costs, food cost, beverage cost, and operating expenses to achieve financial goals.

• Analyze financial reports and key performance indicators to identify opportunities for increased profitability.

• Manage purchasing, inventory, vendor relationships, and cost control programs while minimizing waste.

• Participate in forecasting, revenue management discussions, and annual business planning.

Leadership & Team Development (10%)

• Recruit, hire, develop, coach, and retain high-performing managers and team members.

• Establish clear performance expectations and conduct regular coaching, evaluations, and development planning.

• Conduct daily stand-up meetings, manager one-on-ones, and departmental meetings.

• Foster a culture of accountability, teamwork, safety, and guest-focused service.

• Ensure all required company, brand, and regulatory training is completed.

Guest Experience (5%)


Operational Excellence and Brand Compliance (5%)

• Ensure compliance with company policies, brand standards, and operational procedures.

• Support departmental scheduling and labor productivity initiatives.

• Maintain effective inventory controls, purchasing practices, and equipment maintenance programs.

• Lead continuous improvement efforts focused on service, efficiency, safety, and profitability.

• Maintain accurate operational documentation, reports, inventories, and performance metrics.

Additional Responsibilities

• Participate in weekly leadership meetings, revenue strategy meetings, and operational planning sessions.

• Support emergency response procedures and hotel safety initiatives.

• Perform other duties assigned that contribute to the successful operation of the hotel.

Qualifications

• 5+ years of progressive hotel Food & Beverage leadership experience, including multi-outlet restaurant and banquet operations.

• Previous hotel operations leadership experience preferred.

• Strong financial acumen including budgeting, forecasting, labor management, and cost controls.

• Demonstrated ability to lead large, diverse teams in a fast-paced hotel environment.

• Excellent communication, leadership, coaching, and conflict-resolution skills.

• Strong understanding of hotel operations beyond Food & Beverage.

• Experience with brand standards, quality assurance programs, and guest satisfaction initiatives.

• Food Safety Certification and Alcohol Service Certification (or ability to obtain).

• Proficiency in Microsoft Office and hotel management systems.

Education


Bachelor's degree in hospitality management, Business Administration, Culinary Management, or a related field preferred. Equivalent combination of education and progressive hospitality leadership experience will be considered.


Physical Requirements


Ability to stand and walk for extended periods, lift to 25 pounds regularly and 50 pounds occasionally, and work a flexible schedule including evenings, weekends, and holidays as business needs require.


This position is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Management reserves the right to modify responsibilities as business needs require.