Director of Operations

Company Description: Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth. Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment Job Description Position Summary: We are seeking a passionate and service-oriented Director of Operations to join our team. The Director of Operations is the General Manager’s key business partner in operations, responsible for leading day-to-day hotel operations and delivering exceptional guest experiences, engaged teams, and strong financial performance. This role oversees the Rooms Division and other assigned operational areas (Front Office, Housekeeping, Spa, Engineering, Security, and IT) and ensures that all departments operate in alignment with Denū Hotel & Spa and Pacific Hospitality Group’s service, safety, and profitability standards. The Director of Operations is a hands-on, visible leader who builds high-performing teams, uses data and technology to drive decisions, and champions our culture and guest-centric values across the resort. What You Will Accomplish Key Responsibilities: Strategic & Operational Leadership Partner with the General Manager to translate the resort’s vision, strategic priorities, and financial targets into clear operational plans and department goals. Provide day-to-day leadership and direction to Front Office, Housekeeping, Spa, Engineering, Security, and IT to ensure smooth, efficient, and safe operations. Ensure all departments adhere to brand standards, PHG policies, and regulatory requirements (health, safety, labor, alcohol service where applicable, fire/life safety, etc.). Lead and support key property initiatives (e.g., service culture, sustainability, operational innovation, and technology implementation). Guest Experience & Brand Standards Champion a culture of personalized, anticipatory service that reflects the Meritage brand; maintain a strong presence on the floor and in guest areas during peak business periods. Monitor guest feedback channels (guest surveys, online reviews, social media, direct feedback) and lead the resolution of service issues; ensure timely and effective service recovery. Partner with department heads to continually refine service standards, SOPs, and training to elevate guest satisfaction and online reputation scores. Collaborate with Sales, Marketing, and Revenue teams to ensure operational readiness for group business, events, and special promotions. People Leadership, Culture & Talent Development Lead, coach, and develop department heads and managers, ensuring they are effective leaders of their teams and aligned with PHG values and The Meritage culture. Oversee recruitment, selection, and onboarding for operational roles, ensuring staffing levels support service and financial objectives. Drive a culture of accountability, recognition, and engagement through regular 1:1s, performance reviews, succession planning, and development plans. Partner closely with People & Culture on employee relations, policy adherence, disciplinary actions, and workplace investigations as needed. Model inclusive leadership and ensure an equitable, safe, and respectful workplace for all team members. Financial & Commercial Performance Co-own the development of annual and monthly operating budgets and forecasts for all assigned departments; monitor performance and implement action plans to achieve or exceed financial targets. Optimize labor scheduling, productivity, and operating expenses through data-driven analysis while protecting the guest experience. Review and interpret financial statements, revenue reports, and KPI dashboards; identify trends and opportunities to improve GOP, RevPAR, ancillary revenue, and flow-through. Ensure strong cost controls, inventory management, and waste reduction across departments (e.g., linens, amenities, utilities, supplies). Operational Excellence, Quality & Compliance Ensure all areas are clean, well maintained, and properly equipped; coordinate with Engineering on preventative maintenance and capital planning priorities. Maintain and improve standard operating procedures (SOPs) for all departments; ensure SOPs are documented, trained, and consistently followed. Lead safety culture and compliance: enforce OSHA, food safety where applicable, alcohol service, sanitation, and HAZMAT policies; ensure required trainings and certifications are completed. Act as a key leader in emergency response and crisis management, including guest and team safety incidents. Cross-Functional Collaboration & Innovation Partner with Sales, Marketing, Revenue Management, Finance, and Spa leadership to align operational capabilities with commercial strategies and group commitments. Identify opportunities for innovation in processes, technology, and guest experience; lead pilots and rollouts of new systems and tools (e.g., mobile check-in, service optimization, digital work orders). Support property-level initiatives related to sustainability, community engagement, and owner priorities. What You Will Bring Qualifications: Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred; equivalent combination of education and experience considered. Minimum 5–7 years of progressive hotel operations leadership experience in an upscale or luxury, full-service property, preferably with experience in hotels over 300 keys. Prior department head experience (Rooms, Spa, Engineering, or multi-department leadership) required. Demonstrated success leading large, diverse teams in a high-volume, time-sensitive environment. Strong financial acumen with experience managing multi-million-dollar budgets, forecasting, and cost control. Proven track record of improving guest satisfaction, team engagement, and profitability through operational and cultural leadership. Experience with major PMS/POS systems (Infor HMS preferred), work-order/engineering systems, and MS Office; comfort leveraging data and dashboards to make decisions. Knowledge, Skills & Competencies Inspiring, visible leader who models integrity, humility, and accountability. Exceptional interpersonal and communication skills; able to influence, coach, and collaborate across all levels. Strategic thinker with strong execution skills—able to move from long-term planning to hands-on problem solving. Highly organized with excellent attention to detail; able to manage multiple priorities and deadlines. Strong conflict resolution and change-management skills; able to navigate ambiguity and lead through change. Bilingual (English/Spanish) a plus. Working Conditions / Physical Requirements Must be able to work a flexible schedule including weekends, holidays, mornings, evenings, and extended hours based on business needs. Frequent walking and standing throughout the property; occasional lifting/carrying of up to 40–50 pounds (e.g., supplies, equipment). Exposure to indoor and outdoor environmental conditions, including varying temperatures and noise levels. Why Work With Us? Competitive pay and benefits package Employee discounts on resort stays, spa treatments, and dining Opportunities for growth and advancement within the Meritage Collection Supportive and inclusive work environment in the heart of Napa Valley We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Pacific Hospitality Group - HQ