Director, Hotel Operations

Director, Hotel Operations

REPORTS TO: Chief Executive Officer

STATUS: Full time, Exempt, Partially Remote

JOB SUMMARY

North Star Lodging Management is a hospitality company built on a simple belief: when you take exceptional care of your people, they take exceptional care of your guests. Our portfolio includes Residence Inn, SpringHill Suites, TownePlace Suites, and Element—brands that thrive on warm service, consistency, and a genuine sense of home. We’re proud of the culture we’ve built, where our associates feel valued, supported, and empowered to deliver memorable experiences.

The Director of Hotel Operations is a key member of the North Star Lodging Management team and serves as the direct leader to each hotel General Manager, overseeing property performance, operational excellence, and brand alignment across the portfolio. This role is instrumental in driving results, developing leadership talent, and ensuring each hotel consistently delivers on both guest satisfaction and financial performance goals.

RESPONSIBILITIES

• Provide strategic and operational leadership across all properties within the portfolio, including Residence Inn, SpringHill Suites, TownePlace Suites, and Element
• Partner closely with General Managers to drive performance, ensure adherence to Marriott brand standards, and deliver a consistently elevated, peoplefirst guest experience
• Champion a culture of engagement, accountability, and recognition, fostering an environment where associates are developed, empowered, and retained
• Monitor, analyze, and improve key performance indicators, including Guest Satisfaction Scores (GSS), financial performance, labor efficiency, and operational compliance
• Conduct regular property visits, operational audits, and brand readiness reviews to ensure execution of quality, service, and safety standards
• Lead hotel openings, renovations, and transitions, ensuring seamless execution and brand alignment from preopening through stabilization
• Identify and implement opportunities to enhance operational efficiency, elevate the guest experience, and drive profitability across all locations
• Serve as a key liaison between property teams and corporate leadership, ensuring clear communication, alignment, and execution of company initiatives
• Ensure consistent implementation and sustainability of operational standards, policies, and procedures across all hotels
• Collaborate with executive leadership to define strategic priorities and lead crossfunctional initiatives that support company growth and operational excellence
• Integrate guest experience and profitability strategies into daily operations, ensuring goals are clearly communicated and executed at all levels of the organization
• Partner in the development of annual operating budgets and capital plans; monitor performance throughout the year and drive accountability to financial goals
• Drive leadership development and succession planning in partnership with the People & Culture function, aligning talent strategies with the company’s mission, vision, and values
• Drive accountability for portfolio performance through the consistent achievement of key performance indicators (KPIs), including guest satisfaction, financial results, labor efficiency, and brand compliance metrics
• Leverage data and reporting to analyze trends, identify opportunities, and implement strategies that enhance operational performance and profitability across all properties
• Establish clear performance expectations with General Managers and leadership teams, conducting regular performance reviews and ensuring alignment with both operational goals and the company’s mission, vision, and values

REQUIREMENTS

• A minimum 57 years of progressive leadership experience and a demonstrated success driving operational performance, profitability, and guest satisfaction across diverse properties
• Bachelor's Degree required in Business or Hotel Management or in a related area/field preferred
• Multi property leadership experience within Marriott Select Service or Extended Stay brands required
• Prior responsibility for leading leaders (e.g., GMs, Directors, Regional Managers) rather than only individual contributors
• A leadership style rooted in empathy, accountability, and collaboration which aligns with our core values is required
• Proven ability to improve GSS, operational KPIs, and P&L performance required.
• Deep understanding of selectservice hotel operations process and procedure: Housekeeping, Engineering, Sales, and Guest Services
• A passion for developing people and building strong, engaged teams
• Strong changemanagement capability (leading transitions, new initiatives, and operational turnarounds)
• Ability to translate company strategy into clear operational priorities and execution plans

Travel Requirements

This role requires regular travel across the company’s portfolio of hotels to support operations, leadership development, and property performance.

• Travel is estimated at 4060%, depending on business needs, property locations, and project demands (e.g., new openings, renovations, or operational priorities)
• Frequent onsite presence at hotel properties is expected to conduct audits, support General Managers, and ensure brand and operational standards are consistently met
• Travel may include overnight stays, early morning or evening site visits, and occasional shortnotice trips based on operational needs
• When not traveling, the role operates in a remote environment and requires a reliable home office setup, including consistent internet access and the ability to effectively communicate and collaborate with teams across multiple locations

Physical Requirements

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

• Ability to stand, walk, and move throughout hotel properties for extended periods of time, including guest rooms, public spaces, backofhouse areas, and construction/renovation sites
• Ability to lift and carry up to 25 pounds occasionally (e.g., materials, supplies, or equipment)
• Ability to navigate stairs, ladders, and uneven surfaces as needed during property inspections or site visits
• Ability to sit and work at a computer for extended periods while completing administrative, analytical, and reporting responsibilities
• Depending on one’s home address, the ability to travel via car and/or air, including extended periods of driving or sitting. (PA, NC, FL)

About North Star Lodging Management Inc

North Star Lodging Management specializes in hotel management with an intense focus on Guest Satisfaction, Associate Development, Property Operations, and Profitability. We have over 35 years of in-depth and personal experience managing select and full-service hotels at all management levels. We believe that our associates are essential to long-term success in the industry. We strive to find and retain the best talent to manage our unique portfolio.