Reports to: Hotel Manager 

Classification: Exempt  

Position Overview 

The Director of Operations is a strategic and hands-on operational leader responsible for driving excellence across all resort operations in alignment with Forbes luxury standards and the property’s five-star aspirations. This role oversees Rooms, Food & Beverage, and Resort Operations, ensuring seamless cross-departmental collaboration, financial performance, guest satisfaction, and service consistency across a 28-acre luxury property.

The Director of Operations partners closely with the Hotel Manager and Executive Committee to build operational systems, elevate service culture, strengthen accountability, and create memorable, anticipatory guest experiences. The ideal candidate brings deep operational expertise, and a proven track record in luxury hospitality environments.

Key Responsibilities 

Operational Leadership & Strategic Oversight 

• Provide leadership oversight for Front Office, Housekeeping, Spa, Retail, and Food & Beverage operations. 
• Ensure daily operational alignment across all departments to deliver a seamless luxury guest journey. 
• Develop and implement systems, SOPs, checklists, and service standards that support Forbes Five-Star execution. 
• Conduct routine operational audits and quality assurance walkthroughs across all outlets and guest areas. 
• Partner with the Hotel Manager to execute strategic initiatives, service enhancements, and operational improvements. 

Forbes Standards & Service Culture 

• Lead the property’s Forbes readiness strategy, including training, audits, and corrective action planning. 
• Champion anticipatory service, personalization, and emotional engagement across all guest touchpoints. 
• Establish measurable service standards and accountability metrics aligned with luxury benchmarks. 
• Support department leaders in developing training programs focused on refinement, polish, and guest intuition. 

Food & Beverage Leadership 

• Provide strategic oversight and operational support to all F&B outlets, including restaurants, banquets, bars, and in-room dining. 
• Partner with the Director of F&B and Executive Chef to align service, culinary, and beverage programming with luxury positioning. 
• Monitor labor productivity, service flow, outlet profitability, and guest satisfaction within F&B operations. 
• Ensure consistent service pacing, guest engagement, and cross-training between outlets. 
• Bring operational fluency in restaurant and banquet environments to strengthen execution standards. 

Financial Performance & Accountability 

• Drive operational efficiency and departmental profitability across all divisions. 
• Monitor revenue performance, labor cost controls, COGS, and departmental budgets. 
• Identify cost-saving opportunities without compromising luxury standards. 
• Partner with Finance and Revenue Management to align operational capacity with demand forecasts. 

Team Development & Leadership 

• Coach and mentor department heads and managers to elevate leadership capability and accountability. 
• Establish performance expectations, succession planning, and leadership development pathways. 
• Foster a culture of ownership, transparency, and cross-functional collaboration. 
• Address performance gaps promptly with structured coaching and action plans. 

Guest Experience & Engagement 

• Maintain a visible and engaged presence throughout the property, especially during peak service periods and events. 
• Interact with VIP guests, wedding clients, and corporate groups to ensure satisfaction and loyalty. 
• Review guest feedback trends and implement service recovery strategies where necessary. 
• Anticipate operational needs during high-volume seasons and special events. 

Cross-Departmental Collaboration 

• Serve as a key liaison between Rooms, F&B, Sales, Conference Services, and Engineering. 
• Participate in weekly operational meetings, BEO reviews, resume meetings, and group pick-up discussions. 
• Support seamless turnover from Sales to Operations for group and event business. 
• Ensure alignment between marketing initiatives, activations, and operational readiness. 

Qualifications 

• 5–10 years of progressive leadership experience in luxury resort or Forbes-rated hotel environments. 
• Demonstrated experience preparing or maintaining Forbes Four- or Five-Star standards preferred. 
• Proven ability to lead multi-department teams and complex operational environments. 
• Strong financial acumen with experience managing budgets, forecasting, and operational KPIs. 
• Excellent communication, executive presence, and leadership maturity.
• Bachelor’s degree in Hospitality, Business, or related field preferred. 

Schedule & Physical Requirements 

• Flexible availability required, including evenings, weekends, holidays, and peak seasons. 
• Must maintain an active and visible presence across the property during high-volume service periods. 
• Ability to stand and walk for extended periods throughout a 28-acre resort property. 
• Ability to lift and carry up to 40 pounds as needed for operational oversight or event support.