Director of Operations

DIRECTOR OF OPERATIONS

Reports to: GENERAL MANAGER

Department: A&G

OUR STORY

The Forester Hotel is the natural selection for modern comfort and evolutionary service. Founded on the motto of "Love of Science and Nature", the city of Lake Forest has always been at the crossroads of preservation and progress with its open lands backing up to office parks and the cobblestone streets of historic Market Square leading to Starbucks and Williams Sonoma. We’re blazing new trails with boutique offerings including an upscale bistro bar and over 4,500 square feet of flexible event space.

BENEFITS

• Competitive compensation package
• Competitive Paid Time Off policy
• Full benefits package, including 401K and paid time off
• Professional development
• Hotel discounts at locations worldwide

JOB DESCRIPTION

The Director of Operations at The Forester Hotel, a luxury full-service property, is a hands-on leader responsible for overseeing daily hotel operations, including Front Office, Housekeeping, Engineering, and service support departments. Working closely with the General Manager, this role ensures flawless guest experiences, operational efficiency, and brand standard compliance. The Director leads by example with professionalism and a guest-centric mindset, while developing high-performing teams and maintaining service excellence across all departments. This position assumes full operational leadership in the General Manager’s absence and requires a strong presence on property to provide leadership support to staff and operations as needed, including nights, weekends, and holidays, ensuring 24/7 coverage and continuity of service.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Delivering an uncompromising level of personalized guest service by anticipating needs and exceeding expectations
• Ensuring daily operational checklists for all departments are completed with precision and in alignment with brand standards
• Supervising Front Office staff and adjusting staffing levels as needed to maintain optimal service coverage
• Delegating responsibilities to ensure efficient and seamless departmental operations
• Training and cross-training team members using the property’s certification and service excellence programs
• Managing associate concerns professionally and escalating complex issues to the General Manager
• Enforcing and training safety protocols; addressing unsafe behavior and completing incident documentation as required
• Fostering a respectful, team-oriented culture that emphasizes professionalism and high morale
• Recognizing and celebrating employee contributions and achievements
• Proactively managing guest relations and addressing complaints in a prompt and service-focused manner
• Leading pre-shift briefings and ensuring professional appearance and brand compliance through uniform checks
• Operating and maintaining fluency in property management systems and the reservation platform
• Upholding financial controls, including credit handling and check-cashing procedures
• Ensuring all hotel equipment meets service standards and facilitates timely maintenance resolutions
• Monitoring guest folios and credit policies, ensuring accuracy and compliance with PCI requirements
• Safeguarding the confidentiality and security of guests and company information
• Identifying and reporting unsafe conditions or suspicious activity immediately
• Maintaining in-depth knowledge of hotel operations, services, personnel, amenities, and surrounding area attractions
• Adhering to company policies and procedures, including the Associate Guidebook and Emergency Response Manual
• Following key control procedures with the utmost security awareness
• Assisting with overnight audit shifts as necessary
• Actively managing occupancy and ADR to support revenue goals
• Partnering with Housekeeping and other departments to optimize the overall guest experience
• Maintaining professional presence and operational leadership on-property, with the flexibility to support staff and property needs 24/7, including nights, weekends, and holidays

• High School Diploma, GED, or equivalent required; college degree preferred
• Minimum 1–2 years of supervisory experience in a luxury or full-service hotel environment
• Demonstrated leadership experience with a strong understanding of hotel operations
• Polished communication skills—both verbal and written—with a service-first approach
• Proficient in Microsoft Office Suite; experience with Windows-based hotel software preferred
• Strong organizational skills with the ability to manage multiple priorities effectively
• Positive, approachable demeanor with proven ability to lead and inspire service teams
• Commitment to excellence, discretion, and the highest standards of hospitality