Director of Operations

The Director of Operations is a strategic and hands-on executive responsible for delivering an exceptional guest experience across every touchpoint at The Hand & The Eye. This leader oversees all guest relations & facility operations, ensuring that hospitality, service standards, operational efficiency, & team performance consistently exceed expectations. The role provides leadership for Guest Relations, Team Sparkle, Valet Operations, Maintenance, Security, & other operational departments while partnering closely with the experience team, food & beverage, culinary, magic operations & administrative teams to create a seamless luxury experience for all guests & members. The ideal candidate is an accomplished hospitality leader with a passion for service excellence, strong business acumen, & the ability to build high-performing teams in a fast-paced, high-touch environment. Key Responsibilities Operational Leadership Provide strategic leadership & oversight for all daily operational functions. Develop & implement operational policies, procedures, & service standards. Ensure exceptional execution across all guest-facing departments. Drive continuous improvement initiatives that enhance efficiency, productivity, & guest satisfaction. Lead cross-functional collaboration to ensure seamless communication and execution. Guest Experience & Relations Champion a culture of hospitality & personalized service. Build strong relationships with members & guests. Resolve guest concerns professionally & proactively. Guest Relations Valet Operations Facilities & Maintenance Security Experiences, events & membership Additional operational departments as assigned Team Development Foster a culture centered on accountability, professionalism, collaboration, and continuous improvement. Conduct performance evaluations & succession planning. Implement strategic staffing pars for all departments adhering to labor budgets & forecasting. Ensure all team members receive ongoing training in hospitality, safety, and operational excellence. Financial & Business Management Monitor labor costs & operational expenses. Identify cost-saving opportunities while maintaining exceptional service quality. Analyze operational metrics & prepare performance reports for executive leadership. Support annual planning & long-term operational strategy. Facilities & Property Management Ensure the property is maintained to the highest standards of cleanliness, safety, & presentation. Oversee preventative maintenance programs. Coordinate with contractors & vendors. Ensure compliance with all building, health, & safety regulations. Event & Member Support Partner with leadership to ensure flawless execution of private events and member experiences. Coordinate operational logistics for special events, VIP functions, and high-profile gatherings. Ensure staffing and operational readiness for all scheduled programming. Compliance & Risk Management Maintain compliance with OSHA, local regulations, and company policies. Develop emergency response and security procedures. Promote workplace safety and operational risk management. Qualifications Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. 10+ years of progressive hospitality or operations leadership experience. Minimum of 5 years managing multiple operational departments. Luxury hospitality, private club, boutique hotel, or high-end event venue experience strongly preferred. Demonstrated success leading large, diverse teams. Strong financial management and budgeting experience. Excellent leadership, communication, and interpersonal skills. Proven ability to solve problems, make decisions, and execute under pressure. Proficiency with hospitality management systems and Microsoft Office. Core Competencies Luxury Hospitality Guest Experience Excellence Team Building & Coaching Strategic Planning Operational Excellence Process Improvement Change Management High Emotional Intelligence Performance Expectations Success in this role will be measured by: Operational efficiency Employee engagement & retention Budget performance Facility presentation & maintenance standards Successful execution of events & member experiences Achievement of organizational goals Why Join The Hand & The Eye? At The Hand & The Eye, hospitality is more than service—it's creating unforgettable experiences through exceptional attention to detail, genuine relationships, & operational excellence. The Director of Operations plays a critical leadership role in shaping the culture, elevating the guest experience, & driving the continued success. #J-18808-Ljbffr