JOB DESCRIPTION:

The Director of Operations is a critical leadership role responsible for overseeing all operational aspects of the hotel, including Rooms Division, Food & Beverage, and other guest services. The ideal candidate is a results-driven hospitality professional with a proven track record in luxury hotel operations, a passion for excellence, and a deep commitment to delivering unparalleled guest experiences.  The Director of Operations will maintain a strong focus on profitability, cost control, and efficiency for The Cooper which is part of the Beemok Hospitality Collection (BHC).   This role will lead, train, and motivate staff, manage operational budgets, and foster a positive and collaborative culture that aligns with the hotel’s vision. By ensuring operational efficiency and delivering an exceptional guest experience, the Director of Operations will help maintain the hotel’s position as a leader in luxury hospitality.

DUTIES & RESPONSIBILITIES:

Strategic Leadership

• Develop and execute strategic plans to elevate service standards, operational efficiency, and profitability, aligning with the hotel's vision of achieving Forbes Five-Star status.
• Work in close partnership with the Managing Director and executive team to develop and implement short- and long-term operational strategies.
• Foster a high-performance culture that reflects the hotel’s luxury brand standards and ensures all teams are aligned with its vision and mission.
• Ensure smooth daily operations across all hotel departments, upholding the highest standards of guest service, cleanliness, and safety.
• Perform all relevant Executive Committee members performance appraisals according to BHC standards and ensure that managers are in compliance with the standards in their administration of performance appraisals to their staff.

Guest Experience & Service Excellence:

• Regularly review guest satisfaction scores and feedback, implementing strategies to exceed expectations and resolve any issues promptly, with the goal of transforming challenges into opportunities for improvement.
• Uphold and champion the highest standards of guest service, ensuring every guest interaction reflects the highest level of personalization, care, and attention to detail.
• Serve as a visible leader, engaging with guests and maintaining a strong presence throughout the property.
• Lead efforts to anticipate and fulfill the unique needs of luxury clientele, providing personalized services that deliver memorable experiences.
• Interface with corporate officers in the execution of corporate goals.

Financial Management & Budgeting:

• Develop, manage, and monitor operational budgets for all hotel departments, ensuring that financial goals are met or exceeded.
• Analyze financial performance, identify trends, and implement corrective actions to optimize revenue and cost management.
• Collaborate with the Managing Director and other senior leaders to ensure that revenue strategies are aligned with operational resources and guest satisfaction goals.
• Identify revenue growth opportunities and operational efficiencies to maximize profitability.

Compliance & Risk Management:

• Ensure compliance with all local, state, and federal regulations, as well as hotel policies and brand standards, including health, safety, and Forbes Five-Star guidelines.
• Oversee risk management strategies and ensure that hotel operations are protected from potential risks, including financial, security, and safety concerns.
• Monitor industry trends and regulatory changes to proactively address potential challenges.
• Conduct regular property inspections to maintain the highest standards of cleanliness, maintenance, and safety.
• Partner with external auditors, inspectors, and consultants to address recommendations and requirements.

Collaboration & Cross-Departmental Alignment:

• Work closely with Sales & Marketing, Revenue Management, and other departments to align operational activities with revenue and marketing strategies.
• Lead high-level collaboration among department heads to ensure smooth operations and flawless execution of special events, VIP guest services, and high-profile bookings.
• Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.

REQUIRED SKILLS & EXPERIENCE:

• Minimum of 10 years of progressive experience in hotel operations, with at least 5 years in an executive leadership or senior management role in a luxury 5-star hotel or resort.
• Demonstrated success in managing large-scale, high-end hotel operations, with a focus on delivering exceptional service, guest experiences, and profitability.
• Expertise in financial management, budgeting, and cost control in a luxury hospitality setting.
• Comprehensive knowledge of Forbes Five-Star standards and the ability to implement and sustain them across all departments.
• Exceptional leadership, communication, and problem-solving skills.
• Strong financial acumen and the ability to balance guest satisfaction with profitability.
• Proficiency in property management systems (PMS), point-of-sale (POS) systems, and other hotel technology.
• Flexibility to work varied hours, including weekends and holidays, based on operational needs.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Ability to stand, walk, and move throughout the property for extended periods.
• Occasional lifting and carrying of objects up to 25 pounds.
• Flexibility to climb stairs, bend, and reach as needed during inspections and operational support.
• Adequate vision and hearing to monitor the environment and guest interactions effectively.
• Capability to work in varying conditions, including outdoor areas and climate-controlled spaces.

BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.