Director of Operations

Overview

Job Description

As a key member of the executive leadership team and reporting directly to the General Manager, the Director of Operations plays a pivotal role in orchestrating the guest experience across the hotel. You will lead with vision and operational excellence, ensuring seamless service from arrival to departure.

This is a strategic and hands-on leadership role, combining guest-centric service with performance-driven management. You will collaborate closely with department heads and fellow executive committee members to elevate guest satisfaction, team engagement, and overall hotel results - all while upholding the legendary standards of Sofitel hospitality.

If you are passionate about delivering exceptional guest journeys, developing high-performing teams, and leading in a luxury environment, this role is your opportunity to make a lasting impact.

Responsibilities

• Reporting to the General Manager, the essential duties and responsibilities of the position include, but are not limited to :
• Consistently offer professional, warm, and engaging service
• Driving employee engagement, RPS and profitability
• Ensure all leaders consistently uphold luxury service standards.
• Maintain compliance with all Brand and Service Standards (LQA) across the Rooms Division through compliance audits on an ongoing basis to assist in the development of training programs and performance gaps.
• Address and resolve guest and colleague concerns promptly and professionally.
• Foster a culture where colleagues exceed guest expectations and are provided with career development opportunities.
• Lead the pre-opening efforts including , training, operational setup, and team development.
• Ensure the seamless setup and operation of all guest room services, public areas, and departments such as Front Desk, Guest Relations, Housekeeping, Guest Services and Spa.
• Cultivate a high-performance culture , motivating and guiding a team of passionate and service-driven professionals.
• Monitor guest feedback and metrics, proactively addressing opportunities for improvement to enhance guest satisfaction.
• Ensuring cost control and operational efficiency while maintaining luxury service levels.
• Collaborate with other departments to ensure seamless hotel-wide operations and an elevated guest experience.
• Collaborate with the Director of Engineering to prioritize and address outstanding work orders for guest rooms, public areas,
• Drive employee engagement across all departments and contribute to executive team strategies.
• Engage with all hotel departments through participation in meetings and committees as required.
• Oversee the performance review process for the division, ensuring continuous development and accountability.
• Lead crisis management efforts for the division and play an active role in the hotel's crisis management team.
• Actively contribute to the hotel's strategic plan.
• Stay ahead of industry trends, identifying opportunities for innovation in products and services.
• Comply with departmental policies, procedures an standards
• Ensure adherence to all safety policies.
• Perform other duties as assigned.

Qualifications

• Minimum 7years' experience in a similar related position in a luxury hotel required , Sofitel brand experience is an A plus.
• Fluency in English ; additional languages are an asset.
• Proven ability to effectively lead, motivate, coach and develop your team
• Strong guest service orientation and training skills background
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Self motivated, with the ability to make effective decisions
• Strong presentation and public speaking skills