Director of Operations

Director of Operations

Overseeing Rooms, Food & Beverage, Spa & Wellness

Location: Estate Yountville, Napa Valley, CA

Reports To: General Manager

Position Overview

The Director of Operations is the second-in-command of the resort, responsible for overseeing all core operational departments including Rooms, Food & Beverage, Spa & Wellness, and Guest Experience. This role ensures seamless execution across all guest touchpoints, delivering exceptional, personalized service aligned with Forbes Travel Guide standards.

This leader drives operational excellence, financial performance, and team engagement, while continuously elevating the guest experience through innovation, attention to detail, and a strong on-the-floor presence.

Key Responsibilities

Rooms Division Leadership

• Oversee Front Office, Housekeeping, Concierge, Valet, and Guest Experience teams
• Ensure a seamless arrival, in-stay, and departure experience for all guests
• Drive Forbes-level service standards through daily engagement, training, and audits
• Partner with Housekeeping and Engineering to maintain exceptional room quality and readiness
• Optimize room inventory, upsell strategies, and guest personalization

Food & Beverage Operations

• Oversee all F&B outlets including restaurants, bars, in-room dining, and banquets/events
• Partner with Culinary leadership to ensure exceptional quality, consistency, and creativity
• Drive revenue through activations, seasonal programming, wine experiences, and upselling
• Monitor and manage financial performance (labor, cost of goods, profitability)
• Ensure elevated service standards and cohesive guest experiences across all outlets

Spa & Wellness Leadership

• Oversee Spa operations, wellness programming, fitness, and retail
• Drive revenue growth through strategic offerings, partnerships, and local outreach
• Ensure a tranquil, luxury environment with exceptional service delivery
• Optimize scheduling, therapist productivity, and retail performance
• Integrate wellness experiences into the broader guest journey

Operational Integration & Guest Experience

• Ensure alignment across Rooms, F&B, and Spa to create a seamless, curated guest journey
• Lead daily operations meetings and maintain strong interdepartmental communication
• Champion anticipatory service and personalized guest engagement
• Oversee guest feedback channels and ensure timely service recovery and follow-up
• Identify and execute cross-departmental experiences (e.g., spa + dining, celebrations, itineraries)

Financial & Strategic Performance

• Oversee multi-department P&Ls and partner with Finance on budgeting and forecasting
• Drive revenue growth while maintaining strong cost controls and labor efficiencies
• Identify opportunities to increase spend per guest and overall profitability
• Support long-term strategic initiatives, capital projects, and operational improvements

Leadership & Culture

• Build, mentor, and lead a high-performing leadership team across all departments
• Foster a culture of accountability, engagement, and continuous improvement
• Maintain a strong presence on the floor, connecting with guests and team members
• Lead performance management, training initiatives, and succession planning

Standards, Compliance & Safety

• Ensure compliance with all health, safety, and labor regulations
• Maintain exceptional cleanliness, maintenance, and presentation standards
• Oversee implementation and adherence to SOPs across all operational areas
• Lead crisis management and emergency response as needed

Qualifications

• 7-10+ years of progressive leadership experience in luxury hospitality operations
• Strong background across Rooms and F&B; Spa experience highly preferred
• Proven track record of driving financial performance and guest satisfaction
• Experience with Forbes Travel Guide or equivalent luxury standards
• Strong financial acumen and experience managing multi-department operations
• Exceptional leadership, communication, and organizational skills

Core Competencies

• Operational Excellence: Delivers consistent, high-level execution across all departments
• Guest-Centric Leadership: Passion for creating personalized, memorable experiences
• Strategic & Financial Acumen: Balances profitability with luxury service delivery
• People Development: Builds strong teams and future leaders
• Innovation Mindset: Continuously seeks opportunities to elevate the guest journey

Leadership Philosophy

At Estate Yountville, we lead with Kindness in All That We Do, create Unforgettable Experiences, and embrace a culture of continuous improvement. The Director of Operations plays a critical role in bringing this vision to life across every aspect of the resort.

The Estate Yountville offers an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans)

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