Director of Operations

Job Summary

The Director of Operations serves as the key business leader for hotel operations at the property. This role covers areas such as Front Office, Recreation/Health Club, Housekeeping, and Food & Beverage. Working closely with department heads, the person in this position shapes and rolls out department strategies, supports brand service standards and initiatives, and ensures the hotel delivers on the brand promise. The role is responsible for meeting brand expectations, addressing guest needs, improving employee satisfaction, increasing revenue, strengthening financial results, and building productive relationships with owners.

The position also develops and executes property-level strategies that align products and services with the expectations of the brand’s target guests and employees while supporting a healthy return on investment.

Managing Profitability

• Identify and communicate the main factors that drive guest satisfaction for the brand’s target audience.
• Review service-related issues, spot recurring patterns, and act on them.
• Take the required decisions to keep the property progressing toward its objectives.
• Partner with the hotel leadership team to create and execute an operating plan aligned with the brand’s wider business strategy.

Managing Revenue Goals

• Track hotel operations sales performance against the approved budget.
• Study reports and financial statements to measure operational results against budgeted targets.
• Guide the operations team in managing occupancy, room rates, wages, and controllable expenses effectively.
• Examine the Wage Progress Report, compare planned wages with actual spend, coach direct reports on problem areas, and ensure accountability for outcomes.

Leading Operations and Department Teams

• Promote the brand’s service philosophy across product and service delivery and keep leadership teams aligned.
• Build systems that help employees understand guest satisfaction results and their impact.
• Share clear, consistent department goals so teams can deliver the expected results.

Managing the Guest Experience

• Review guest feedback with the leadership team and make sure corrective actions are completed.
• Address guest complaints and service issues directly and effectively.
• Maintain regular visibility with guests and customers to gather feedback on product quality, service levels, and overall satisfaction.
• Create a guest-focused environment across Rooms and Food & Beverage areas that meets or surpasses expectations.

Managing and Conducting Human Resources Activities

• Support creative problem-solving to remove barriers and continuously improve guest satisfaction.
• Ensure fair and equitable treatment for all employees.
• Maintain regular communication in operations through pre-shift briefings, staff meetings, and similar forums.
• Encourage commitment to excellent service, participate in daily stand-up meetings, and demonstrate the desired service behavior at all times.
• Include guest satisfaction in staff and operations meetings and look for innovative ways to improve outcomes.
• Set goals and expectations for direct reports through the performance review process and hold teams accountable for strong performance.
• Invite employee feedback, apply an open-door approach, and review employee satisfaction results to identify and resolve concerns.
• Apply property policies fairly and consistently, ensure disciplinary steps and documentation follow SOPs and LSOPs, and support the Peer Review Process.
• Complete annual performance appraisals for direct reports in line with Standard Operating Procedures.
• Lead change, drive brand and regional business initiatives, and follow up with the team on required actions.

Additional Information

Location: Goa, India. The role is full-time and on-site. No stipend or salary details, start date, application deadline, vacancies count, or internship duration were provided in the source.