Director of Operations

Director of Operations – Luxury Boutique Resort

Overview

A distinguished luxury boutique resort is seeking a Director of Operations with deep expertise in ultra-luxury hospitality. This leader will oversee all operational departments, elevate the guest experience, and ensure the property consistently meets Forbes Four- or Five-Star service expectations. The ideal candidate brings strategic oversight, refined leadership, and a commitment to delivering highly personalized service in a boutique resort environment.

Position Summary

The Director of Operations is responsible for daily operational excellence, team development, guest satisfaction, financial performance, and the consistent execution of Forbes service standards. This role is hands-on, guest-facing, and central to creating a cohesive, service-driven culture across the resort.

Key Responsibilities

Leadership & Culture

• Lead, coach, and mentor department heads and operational teams.
• Drive a culture of accountability, collaboration, and luxury service excellence.
• Ensure hiring, onboarding, and ongoing training are aligned with Forbes expectations.

Guest Experience

• Uphold Forbes Travel Guide standards across all guest touchpoints.
• Monitor guest satisfaction scores, resolve escalated concerns, and champion continuous improvement.
• Foster a highly personalized, seamless guest journey from arrival to departure.

Operational Oversight

• Oversee daily operations across Rooms, Front Office, Housekeeping, Guest Services, and related departments.
• Ensure adherence to safety, cleanliness, regulatory compliance, and luxury brand standards.
• Maintain property integrity through strong partnerships with Engineering, Security, and other support teams.

Financial Performance

• Manage departmental budgets, labor planning, and expense controls.
• Partner with revenue management to optimize profitability and refine operating strategies.
• Support pricing decisions and operational initiatives that enhance overall financial performance.

Forbes Standards & Quality Assurance

• Lead Forbes service training and ensure consistent adherence to all standards.
• Conduct internal assessments, prepare staff for inspections, and proactively address opportunities.
• Instill a culture where exceptional, anticipatory service is the foundation of daily operations.

Strategic Planning

• Contribute to long-term operational strategy, capital planning, and service enhancements.
• Provide regular reporting on financials, guest satisfaction, and departmental performance.
• Support renovation, development, and experience-based initiatives that elevate the resort’s competitive position.

Qualifications

• Minimum 5 years of senior hotel leadership, including experience as Director of Operations, Hotel Manager, or General Manager in a Forbes Four- or Five-Star environment.
• Proven background in luxury or resort operations (preferred).
• Bachelor’s degree in Hospitality Management or related field (preferred).
• Must be authorized to work in the United States.
• Bilingual candidates strongly preferred.

Skills & Competencies

• Strong leadership presence and the ability to inspire high-performing teams.
• Sophisticated understanding of luxury guest service.
• Financial acumen: budgeting, forecasting, cost control, and revenue optimization.
• Highly organized, detail-driven, and solutions-oriented.
• Exceptional communication and interpersonal skills.
• Knowledge of PMS/operational technologies used in luxury hotels.

Physical Requirements

• Ability to work a flexible schedule including nights, weekends, and holidays.
• Ability to stand, walk, and move throughout the property for extended periods.
• Occasional lifting up to 25 lbs.