Director of Hotel Operations

• Provide leadership and operational oversight for Front Desk, Housekeeping, Retail, and Call Center departments
• Ensure consistent delivery of elevated guest service standards across all touchpoints
• Lead, develop, and retain department leadership and frontline teams in a union environment
• Partner cross-functionally with resort and shared services teams to align operations
• Set and enforce departmental standards for service, cleanliness, productivity, safety, training, and cost control
• Plan and manage labor schedules to ensure optimal coverage and efficiency
• Oversee recruitment, hiring, onboarding, training, coaching, performance management, and annual reviews
• Maintain a positive, inclusive, and compliant labor environment
• Monitor cleanliness, quality assurance, and operational checklists across departments
• Control inventory and ensure optimal sell-out and rate strategies where applicable
• Review operational reports, KPIs, and financial statements to assess performance against budget
• Lead guest recovery efforts and resolve escalated guest and employee issues professionally
• Analyze guest satisfaction data, identify trends, and implement corrective actions
• Coordinate VIP arrivals and special events with Guest Relations and other departments
• Champion brand standards, operational initiatives, and continuous improvement
• Ensure consistent communication through pre-shift briefings, leadership meetings, and team forums
• Uphold all company standards, safety protocols, and compliance requirements
• Perform additional duties as assigned

• Extensive union experience is mandatory (deal-breaker without it)
• 10–15 years of hospitality operations experience, with significant leadership responsibility
• Proven success leading teams in a unionized, high-volume luxury hotel or resort environment
• Experience overseeing multi-department hotel operations
• Strong understanding of labor relations, productivity management, and service excellence
• Working knowledge of Microsoft Office
• Strong analytical and mathematical reasoning skills
• Ability to interpret financial reports, labor metrics, and operational dashboards
• Comfortable working under pressure in a fast-paced luxury environment

• Bachelor’s degree in Business Administration, Hospitality Management, Marketing, or related field
• Experience in a five-star or luxury resort environment strongly preferred
• Prior leadership experience in large, complex hospitality operations

bonus (historically $7,500–$10,000)