Director of Operations

Description

The Director of Operations serves as the hotel’s second-in-command and works closely with the General Manager to lead the day-to-day operation of this 90-room hotel. This is a highly visible, hands-on leadership role with direct oversight of the Front Office and responsibility for delivering an exceptional guest experience throughout the property.

The ideal candidate is a strong operator who can balance hospitality with financial performance. This leader will develop the Front Office team, maintain service and brand standards, manage labor efficiently, and help ensure the hotel operates smoothly, profitably, and in coordination with all departments.

Housekeeping and Maintenance are supported through a shared leadership structure and are not a direct reporting department for this position.  However, the Director of Operations will partner closely with Housekeeping and Engineering to ensure room readiness, cleanliness, maintenance, and the overall quality of the guest experience.

This position requires flexible availability, including evenings, weekends, and holidays based on business needs.

Requirements

Job Requirements:

• Serve as the hotel’s second-in-command and act on behalf of the General Manager when needed
• Directly lead the Front Office operation, including guest services, scheduling, training, performance management, and daily execution
• Maintain a visible presence throughout the hotel and actively engage with guests and associates
• Ensure guest service, satisfaction, and brand standards are consistently achieved or exceeded
• Respond to guest concerns promptly, professionally, and with a strong focus on service recovery
• Review guest feedback and service trends, identify recurring concerns, and implement corrective action
• Monitor daily arrivals, departures, occupancy, room readiness, special requests, and VIP guests
• Coordinate oversold situations, room-type imbalances, relocations, and other operational challenges
• Partner with Housekeeping and Engineering leadership to support room readiness, cleanliness, preventive maintenance, and overall product quality
• Prepare and manage Front Office schedules based on occupancy, business forecasts, service needs, and approved labor budgets
• Monitor labor productivity and make timely staffing adjustments to protect profitability without compromising the guest experience
• Review operating results and assist the General Manager with departmental forecasting, expense control, and profitability initiatives
• Accurately review and submit payroll within established deadlines
• Review, code, and submit invoices accurately and on time
• Maintain appropriate controls for cash handling, deposits, vouchers, inventories, receivables, and other financial procedures
• Ensure team members are properly trained on hotel policies, emergency procedures, brand standards, and financial controls
• Lead Front Office recruiting, interviewing, hiring, onboarding, coaching, performance evaluations, and corrective action in partnership with Human Resources
• Conduct effective shift handoffs, operational meetings, and daily communication with hotel leadership
• Work collaboratively with Housekeeping, Engineering, Sales, Revenue Management, Accounting, and Food and Beverage to ensure a seamless operation
• Ensure required reports, administrative responsibilities, and operational follow-up are completed accurately and by established deadlines
• Identify opportunities to improve efficiency, guest satisfaction, associate engagement, and hotel profitability
• Support the Front Office operation directly when business levels or staffing needs require it
• Perform other duties and special projects assigned by the General Manager

Job Qualifications:

• Previous hotel operations leadership experience required, preferably as a Director of Operations, Assistant General Manager, Front Office Manager, or similar role
• Marriott and select-service hotel experience strongly preferred
• Proven ability to lead a Front Office team and deliver strong guest satisfaction results
• Strong understanding of hotel labor management, payroll, scheduling, expense control, and basic financial reporting
• Experience reviewing or processing invoices and maintaining operational financial controls
• Working knowledge of hotel property management, point-of-sale, guest service, and operational systems
• Ability to analyze business levels and adjust staffing and operational priorities accordingly
• Strong leadership, communication, organization, and follow-through
• Ability to coach associates, hold teams accountable, and address performance concerns professionally
• Effective problem-solving skills with the ability to anticipate, identify, and resolve operational challenges
• Ability to manage multiple priorities and remain composed in a fast-paced environment
• Highly visible, approachable, and committed to creating an exceptional experience for guests and associates
• Willingness to work alongside the team and provide direct operational support when needed
• Valid driver’s license preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance 
• HSA & FSA plans available! 
• Dependent care FSA
• Identity Theft Protection Insurance Commuter benefits including transit & parking 
• Pet Insurance 
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program 
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services 
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand 
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work 
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.