Director of Operations

Job Summary

The Director of Operations is responsible for overseeing the day-to-day operational performance of the hotel, ensuring consistent service excellence, financial discipline, and operational efficiency across all departments.

This role brings a strong foundation in Food & Beverage leadership, with the ability to translate F&B operational strength into overall hotel performance. The Director of Operations drives alignment across Rooms, Food & Beverage, and supporting functions to deliver a cohesive guest experience while maximising revenue, profitability, and operational standards.

The position requires a hands-on, commercially astute leader who can embed structure, accountability, and process discipline across operations, while building a high performing and service driven team environment.

Areas of Focus

This role focuses on end-to-end hotel operations including Rooms, Food & Beverage, Engineering, Housekeeping, and Front Office. It emphasises service consistency, financial performance, operational efficiency, and the integration of Food & Beverage strategies into overall hotel performance, supported by strong leadership and process governance.

Key Responsibilities

Operational Leadership

• Oversee daily hotel operations to ensure smooth execution and consistent service delivery across all departments

• Drive operational alignment between Rooms and Food & Beverage to deliver a seamless guest journey

• Maintain high visibility on the ground to ensure standards are upheld and issues are resolved promptly
  
  Food & Beverage Leadership Integration

• Leverage strong F&B expertise to enhance outlet performance, guest engagement, and revenue contribution
  
• Partner closely with F&B leadership to optimise concepts, pricing strategies, and service delivery
  
• Drive cross-selling and integration between F&B and Rooms to maximise total guest spend

Financial & Commercial Performance

• Own and drive departmental performance against budget, forecast, and profitability targets

• Monitor key operational and financial metrics including revenue, cost control, labour productivity, and GOP

• Identify opportunities to improve margins through operational efficiency and revenue optimisation

• Process Discipline & Operational Excellence

• Establish, review, and enforce SOPs to ensure operational consistency and efficiency

• Drive continuous improvement initiatives to enhance productivity, reduce waste, and streamline workflows

• Ensure compliance with company policies, audit standards, and regulatory requirements

People Leadership

• Lead, coach, and develop department heads to build a strong leadership bench

• Foster a culture of accountability, collaboration, and service excellence

• Support talent development, succession planning, and retention of key operational staff

• Stakeholder Management

• Work closely with the General Manager to execute strategic initiatives and operational priorities

• Collaborate with Commercial, Finance, and HR teams to align operations with broader business objectives

• Act as a key operational decision-maker in driving hotel performance