Director of Operations

Hotel Name: The Millennium Hotel Knickerbocker Chicago

Location: Onsite - Chicago, IL

Salary Range: 115K-120K
About the Role: Director of Operations

As the Director of Operations, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment.

This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results."

Your Impact

The Director of Operations serves as the hotel's senior operational leader and principal second-in-command to the General Manager, providing strategic leadership and oversight of daily hotel operations. This position is primarily responsible for guest-facing departments, including direct leadership of the Front Office and overall guest experience, executive oversight of Food & Beverage operations, and close partnership with Housekeeping to ensure exceptional service delivery and operational excellence. The role also provides coordination and support on Engineering matters that impact guest satisfaction, hotel presentation, and operational efficiency.

As a key member of the hotel's leadership team, the Director of Operations is accountable for driving service consistency, operational standards, labor productivity, financial performance, and leader accountability across assigned departments. The position fosters collaboration among department leaders to ensure seamless execution of hotel initiatives, achievement of business objectives, and delivery of an exceptional guest experience in a fast-paced, full-service, unionized hotel environment.

The ideal candidate demonstrates strong operational acumen, sound business judgment, a visible leadership presence, and the ability to inspire, develop, and hold teams accountable while maintaining a culture of service excellence, engagement, and continuous improvement.

What You'll Be Doing

• Lead day-to-day hotel operations while ensuring exceptional guest satisfaction and service delivery.
• Direct Front Office operations and oversee the overall guest experience throughout the property.
• Provide executive leadership and strategic oversight for Food & Beverage operations.
• Partner with Housekeeping and Engineering to maintain exceptional standards of cleanliness, maintenance, safety, and guest comfort.
• Conduct operational walkthroughs and department reviews to ensure compliance with brand standards.
• Drive continuous improvement initiatives focused on operational efficiency, productivity, and guest satisfaction.

Operations & Execution

• Ensure smooth, efficient operations aligned with brand standards
• Identify opportunities for innovation and continuous improvement
• Deliver consistent, high-quality results in a fast-paced environment

Guest Experience

• Deliver exceptional service rooted in passion for hospitality
• Anticipate needs and respond with a solutions-first mindset
• Create memorable, personalized experiences for every guest

Team Collaboration

• Work collaboratively across teams to achieve shared goals
• Communicate effectively and contribute to a positive work environment
• Support a culture of respect, energy, and accountability

Compliance & Standards

Follow all company policies, safety standards, and procedures

Maintain accuracy in processes, reporting, and documentation

Uphold a culture of accountability and operational excellence

Requirements

• Passion for hospitality and delivering exceptional service
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Solutions-oriented mindset with attention to detail
• Flexibility to work varied schedules, including evenings, weekends, and holidays

Qualifications -

• At least 1 year of cooking experience in a fast-paced restaurant
• Ability to work well on a team
• Basic knowledge of food and beverage preparations, service standards, guest relations and etiquette
• Knowledge of the appropriate table settings and service ware
• Ability to remember, recite and promote the variety of food menu items
• Ability to transport up to 30lbs through a crowded room on a continuous basis throughout the shift
• Familiar with kitchen equipment and tools
• Professional, patient, and respectful attitude
• Must have a valid Food Handler's card
• Brings a positive attitude and supports the team
• Follows all safety guidelines while working

Education (Optional / Adjustable)

• High school diploma or equivalent required

Benefits

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.