Director of Operations

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OVERVIEW/BASIC FUNCTION

The Director of Operations functions as the strategic, hands on operations leader with direct oversight of Rooms, Food and Beverage ,and Engineering & Security divisions, assisting the Managing Director with implementing hotel goals and strategies.

This role reports directly to the Managing Director and is highly visible in the daily operations providing direction and monitoring the entire guest experience. This position covers all operational aspects of the hotel while working with peers on the Executive and Leadership teams, providing coverage in the absence of the Managing Director.

As an Executive Committee member, the Director of Operations develops and implements hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of Rosewood Hotels and Resort's target external guest and property internal guests and provides a return on investment to the owner and Rosewood Hotels and Resorts.

SALARY RANGE: $145,000 - $150,000

RESPONSIBILITIES

Strategic Thinking

• Develops and executes operational strategies aligned with the hotel's overall business strategy.
• Interfaces with corporate leadership to support and execute corporate and brand objectives.
• Participates in executive and owner meetings, providing context to operational and financial results.
• Balances owner and brand priorities to deliver mutually beneficial outcomes.
• Collaborates with Sales & Marketing to integrate sales strategy into the overall hotel operating plan.
• Develops sustainable systems, processes, and structures to support long-term operational success.
• Applies logical thinking to solve complex operational challenges and guide decision-making.
• Demonstrates flexibility and composure while managing shifting priorities and operational demands.
• Leads emergency preparedness and ensures teams are trained and ready to respond.
• Identifies improvement opportunities and drives continuous innovation within operations.
• Performs a wide variety of responsibilities efficiently while maintaining high standards.

People Leadership and Connection

• Provides direction, develops talent, and fosters a high-performing, engaged team
• Ensures consistent, clear communication through pre-shifts, meetings, and leadership interactions.
• Communicates departmental goals, expectations, and service standards effectively.
• Establishes clear goals, expectations, and accountabilities through performance management processes.
• Conducts performance appraisals and provides ongoing coaching and feedback to drive improvement.
• Creates and supports development plans aligned with individual strengths, career aspirations, and business needs.
• Provides context and insight to leadership and ownership on operational and financial performance.
• Ensures fair and consistent application of HR policies, disciplinary procedures, and employee relations practices.
• Supports hiring, onboarding, orientation programs, and leadership development within operations.
• Establishes annual objectives for Executives and Department Heads.
• Actively solicits internal guest (associate) feedback, promotes engagement, and ensures follow-through on action plans tied to satisfaction surveys.
• Promotes associate engagement through open communication, recognition, and participation in community service initiatives.
• Drives alignment across teams to achieve strategic and operational priorities.
• Ensures collaboration across departments to achieve shared operational goals.
• Builds strong relationships with corporate partners, owners, and key stakeholders.
• Develops community and public relations through local engagement and brand representation.
• Encourages teamwork and connection through participation in community service initiatives.

Business Acumen

• Oversees development and management of the annual operating budget and capital expenditures.
• Reviews financial performance and operational reports; identifies opportunities for improvement.
• Leads cost control and efficiency initiatives, including organizational adjustments where needed.
• Coaches operational departments to manage occupancy, rates, labor, and expenses while maintaining service excellence.
• Identifies opportunities to increase profitability and drive value through innovation and process improvement.
• Supports pricing, positioning, and revenue strategies to achieve yield and market penetration objectives.
• With approval of Managing Director and Director of Finance Business Partner, negotiates contracts with vendors and partners in alignment with SOPs and financial goals.

Guest Centricity

• Serves as Manager On Duty, ensuring seamless daily operations and exceptional guest experience delivery
• Reviews guest satisfaction results and operational data to identify areas for improvement; ensures corrective actions are implemented and sustained.
• Facilitates pre- and post-convention meetings to understand group needs, set expectations, and communicate critical details to Operations.
• Ensures operations teams are trained, cross-trained, and equipped (ITPs) to deliver consistent and effective service.
• Models Rosewood's culture, vision, mission, and values in all interactions.
• Ensures service, grooming, and operational standards consistently reflect Rosewood brand expectations.
• Drives consistency in execution to support and sustain Forbes Five-Star positioning.
• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictate.

GENERAL SKILLS

• Must be able to perform job functions with attention to detail, speed and accuracy; prioritization, organization and follow up
• Be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly; understand our guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/ associate information and pertinent hotel data.
• Knowledge of overall hotel operations, general business systems, and relevant hotel programs a plus (OPERA, ADP, Symphony, Birchstreet, Salesforce & Microsoft Office). Ability to access, input, analyze and retrieve information from our systems.
• Knowledge of purchasing, inventory controls, supplies, retail merchandising, and equipment
• Excellent interpersonal relationships with a positive demeanor and ability to work cohesively as part of a team.
• Ability to train, motivate, evaluate, mentor and direct associates and managers to achieve desired results.
• Maintain excellent relations with associates, guests and vendors.
• Ability to accept responsibility for actions of others.
• Ability to maintain hotel, associate and guest confidentiality at all times.
• Ability to converse calmly with guests, associates and colleagues in sometimes that involve intense emotional situations, and to proactively work to solve problems with a professional demeanor.
• Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data
• Knowledge of governmental regulations, laws, and safety standards (OSHA, EPA, ADA, CFC, NFPA)
• Ability to participate in (and lead when necessary) all departmental and hotel-wide meetings

QUALIFICATIONS

• Experience: Minimum ten years' hotel experience with at least five years' experience at the Executive Level and experience in a minimum of three divisions in hotel operations. A combination of Rooms and Food and Beverage highly preferred.
• Education: 2- 4 year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, other related major or equivalent work experience
• Schedule: Ability to work flexible hours to include late nights, weekends and holidays.
• Physical Requirements: Must be able to exert physical effort in transporting a minimum of 25 pounds, endure various physical movements throughout the work areas; reach up and down, push and pull, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Language: Required to speak, read and write English, with fluency in other languages preferred

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