Director of Operations – Hotel Management

About the role

The Director of Operations leads all day‑to‑day activities of a full‑service hotel, overseeing the kitchen, banqueting, restaurants, executive lounge, room service, front office, housekeeping, security, spa and gym where applicable. The role focuses on delivering optimal financial results while maintaining the highest standards of guest and associate satisfaction.

Key responsibilities

• Recruit, train and supervise hotel staff across all departments.
• Manage departmental budgets, track financial performance and control costs.
• Maintain statistical and financial records and produce regular reports.
• Plan maintenance work, events and room bookings.
• Handle customer complaints and queries promptly.
• Promote and market the hotel’s services.
• Ensure compliance with health‑and‑safety legislation and licensing laws.
• Lead people management activities: recruitment, performance appraisals, development, coaching and disciplinary actions.
• Oversee Wyndham‑specific HR processes such as AES, probation reviews, mandatory training and talent reviews.
• Conduct regular communication meetings, 1‑to‑1s with direct reports and quarterly hotel meetings.

Required profile

• Proven leadership experience in a multi‑department hotel environment.
• Strong people‑management skills, including coaching, performance management and conflict resolution.
• Ability to ensure full compliance with corporate HR and operational policies.
• Experience in budget planning, financial tracking and cost control.
• Excellent communication skills for regular stakeholder updates.

Required skills