Job Title
Operations Director
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About the Role
This is a key leadership role within our organisation, requiring a highly motivated Operations Director to oversee daily hotel operations and ensure a seamless guest experience.
The successful candidate will be responsible for overseeing day-to-day operations across key departments including Front Office, Housekeeping, Food & Beverage, Maintenance, and Events.
The ideal candidate will possess strong organisational and leadership skills with attention to detail, excellent communication and interpersonal abilities, and a calm approach under pressure.
The Operations Director will champion a guest-first culture, ensuring positive, memorable guest interactions at every touchpoint, and will be responsible for monitoring guest feedback and implementing continuous service improvements based on insights.
The role requires the ability to motivate and mentor team leaders to achieve departmental and hotel-wide goals, conduct regular briefings and performance reviews with department managers, and assist in labour forecasting, scheduling, and productivity reporting.
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Key Responsibilities
* Lead daily hotel operations, ensuring seamless guest experiences.
* Oversee department heads, supporting them in managing staffing, rotas, inventory, training, and service delivery.
* Ensure all operational departments work efficiently and harmoniously to deliver consistently high standards of service.
* Champion a guest-first culture, focusing on positive, memorable guest interactions.
* Monitor guest feedback, implementing continuous service improvements.
* Handle escalated guest issues quickly and professionally.
* Motivate and mentor team leaders to achieve departmental and hotel-wide goals.
* Conduct regular briefings and performance reviews with department managers.
* Assist in labour forecasting, scheduling, and productivity reporting.
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Skills & Competencies
* Strong organisational and leadership skills with attention to detail.
* Excellent communication and interpersonal abilities.
* Calm under pressure with a hands-on, solution-focused approach.
* Proficient in hotel management systems (e.g. Opera) and MS Office.
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