Luxury Hotel Operations Director

Hotel Operations Director Job Summary

We are seeking a seasoned Operations Manager to oversee the seamless functioning of our guest-facing departments. The ideal candidate will be a strategic leader with a passion for exceptional service, dedicated to maintaining the highest standards of luxury, driving operational efficiency, and ensuring an unforgettable guest experience.

This role requires a hands-on leader who can inspire a diverse team and manage the complex operations of a world-class hotel. A key aspect of this position is providing excellent leadership and direction to department heads and line-level employees, fostering a positive and collaborative work environment that encourages employee engagement and retention.

Key Responsibilities:

  • Operational Excellence & Daily Management:

    • Oversee the daily operations of key departments, primarily the Front Office (Reception, Concierge, Guest Relations), and often including Housekeeping, and sometimes Food & Beverage outlets.
    • Ensure all Standard Operating Procedures (SOPs) are rigorously followed and consistently improved upon to meet industry standards.
    • Manage room inventory, rate structuring, and allocation in close coordination with the Revenue Management team to maximize RevPAR and profitability.
    • Ensure all hotel facilities and services are maintained to the highest standard of quality and presentation.

  • Guest Experience & Service Quality:

    • Act as the ultimate ambassador for guest satisfaction, promptly and personally resolving escalated guest complaints and concerns with discretion and professionalism.
    • Proactively interact with guests, particularly VIPs and loyalty program members, to build rapport and ensure a personalized experience.
    • Monitor and analyze guest feedback from various platforms and implement effective corrective actions.
    • Champion a culture of anticipatory service and exceed guest expectations at every touchpoint.

  • Leadership & Team Development:

    • Lead, mentor, and motivate a large, multi-cultural team of department heads and line-level employees.
    • Be responsible for recruitment, training, scheduling, performance appraisals, and career development plans for direct reports.
    • Foster a positive, collaborative, and high-performance work environment that encourages employee engagement and retention.

  • Financial & Administrative Management:

    • Participate in the preparation and management of the annual departmental budgets.
    • Control labor costs, operational expenses, and inventory without compromising service quality.
    • Analyze operational data and financial reports to identify trends and implement strategies to achieve financial targets.

  • Safety, Security & Compliance:

    • Ensure full compliance with all local government regulations, including public health, safety, and employment laws.
    • Uphold and enforce all hotel security, fire safety, and emergency procedures.
    • Maintain impeccable standards of hygiene and sanitation across all operational areas.

Qualifications & Requirements:

  • Education:

    • Bachelor's degree in Hotel Management, Hospitality, Business Administration, or a related field.
    • A diploma or degree from a renowned international hotel school is a significant advantage.

  • Experience:

    • Minimum of 8-10 years of progressive experience in luxury hotels, with at least 5 years in a senior operational leadership role within a recognized international 5-star hotel brand.
    • Proven pre-opening experience is highly desirable.
    • Demonstrated experience in managing multi-cultural teams in a fast-paced, high-pressure environment.

  • Technical Skills:

    • Expert-level proficiency in Property Management Systems (PMS), especially Opera Cloud.
    • Strong financial acumen with experience in budgeting, forecasting, and P&L management.
    • Advanced computer skills in MS Office Suite.

  • Soft Skills & Personal Attributes:

    • Exceptional Leadership: A natural leader who inspires excellence and leads by example.
    • Outstanding Communication: Flawless verbal and written communication skills in English.
    • Guest-Centric Mindset: An unwavering commitment to service excellence and meticulous attention to detail.
    • Problem-Solver: Strong analytical, critical thinking, and decision-making skills to effectively resolve complex issues.
    • Business Acumen: Results-driven with a strong understanding of business metrics and a commercial mindset.
    • Adaptability: Flexibility to work long hours, including weekends and public holidays, and adapt to the evolving needs of the hotel.

 

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