Director Ops EX

Key Responsibilities

Operational Leadership

Oversee performance of Rooms, Food & Beverage, Housekeeping, Front Office and Guest Services.

Ensure standards of luxury excellence and compliance with brand, ownership, and regulatory requirements.

Lead service review and improvement efforts including SOP development, brand audits, and operational readiness planning.

Support new outlet and activation launches, seasonal programming, sustainability initiatives, and service culture programs.

Guest & Service Excellence

Drive guest satisfaction results through anticipatory service, personalization, and operational discipline.

Monitor guest feedback platforms, implement service recovery strategies, and elevate associate responsiveness.

Embed luxury service behaviors, storytelling, and Moments of Magic into daily experience delivery.

Financial & Business Results

Contribute to annual budget development, forecasting, capital planning, and cost control strategies.

Optimize labor models, productivity, and quality outcomes to achieve fiscal targets.

Analyze operational KPIs and utilize data for business insight, innovation, and performance improvement.

People Leadership & Culture

Lead and mentor department heads, ensuring alignment with organizational values, brand culture, and leadership competencies.

Foster associate engagement, empowerment, accountability, and recognition.

Ensure training, succession planning, hiring practices, and performance management systems support talent development and luxury service capability.

Strategic Execution & Collaboration

Serve as a trusted advisor and second-in-command to the General Manager.

Champion cross-functional alignment, communication, and operational readiness for major events, VIP stays, renovations, openings, and owner visits.Build collaborative partnerships with ownership, corporate support teams, local community organizations, vendors, and tourism partners.