The Hotel Director of Operations will play an instrumental role in building a service-driven team culture, elevating the guest experience, mentoring department leaders, and ensuring operational excellence across all front-of-house functions. This role is ideal for a dynamic luxury lifestyle hotel operator who aspires toward future Hotel Manager or General Manager leadership opportunities.
This is an on-site position located in New York.More than a traditional Rooms Division leadership role, this position serves as a key operational partner to the General Manager and a visible cultural leader for the property. The Hotel Director of Operations will play an instrumental role in building a service-driven team culture, elevating the guest experience, mentoring department leaders, and ensuring operational excellence across all front-of-house functions. This role is ideal for a dynamic luxury lifestyle hotel operator who aspires toward future Hotel Manager or General Manager leadership opportunities.
The ideal candidate brings a hands-on leadership style, exceptional emotional intelligence, a passion for authentic luxury hospitality, and an ownership mentality in shaping both the hotel's operational philosophy and long-term reputation within the NY luxury market.We are committed to providing you with:
- Highly competitive annual salary starting at $130,000 based on experience
- Operational incentive plan eligibility
- An exceptional benefit plan for eligible associates & your family members
- 401K matching program for eligible associates
- Flexible scheduling to allow you to focus on what is important to you
- Discounts with our Crescent managed properties in North America for you & your family members
ESSENTIAL JOB FUNCTIONS:- Serve as a highly visible operational leader and ambassador of the guest experience, ensuring service delivery consistently reflects the hotel's luxury positioning, personalized approach, and brand standards.
- Partner closely with the General Manager in shaping the hotel's operational identity, culture, service philosophy, and overall guest journey.
- Foster a high-performing, engaged, and service-oriented culture through active leadership presence, mentorship, coaching, and development of department heads and frontline teams.
- Lead and oversee all aspects of Front Office operations including Guest Services, Concierge, Housekeeping Services, Laundry, Telephone Operations, and related Rooms Division functions.
- Champion authentic luxury hospitality by anticipating guest needs, resolving concerns with professionalism and empathy, and creating memorable experiences that drive guest loyalty and satisfaction.
- Implement and manage the hotel's quality assurance processes including service recovery, guest satisfaction initiatives, operational audits, and continuous improvement programs.
- Analyze guest feedback, comment cards, online reputation metrics, and service trends to proactively identify opportunities for operational enhancement and team coaching.
- Recruit, interview, hire, train, mentor, evaluate, and develop operational leaders and team members while maintaining open communication and accountability across departments.
- Provide strategic operational oversight including labor management, forecasting, budgeting, expense control, inventory management, and productivity analysis.
- Collaborate with department leaders to ensure operational consistency, financial performance, and adherence to luxury service standards.
- Monitor hotel occupancy trends and operational demands to proactively adjust staffing and service strategies.
- Lead operational response during high-pressure situations, guest escalations, and emergency scenarios with sound judgment, composure, and professionalism.
- Review security logs and operational reports daily, partnering with department heads to implement service improvements and policy enhancements where necessary.
- Plan, organize, chair, and actively participate in Executive Committee Meetings, Rooms Division Meetings, leadership meetings, and quality improvement initiatives.
- Support pre-opening, repositioning, and brand evolution initiatives as applicable while helping establish long-term operational excellence and team culture.
- Maintain flexibility and availability to support operational needs as required.
- Perform other job-related duties as assigned.
REQUIRED SKILLS/ABILITIES:- Minimum 5 years of progressive luxury hotel operations experience within full-service or luxury hotels is required.
- Minimum 3 years of senior Rooms Division or Operations leadership experience within a New York luxury hotel is required.
- Previous leadership experience within a union hotel environment is preferred.
- Demonstrated success building and leading high-performing operational teams within luxury hospitality environments.
- Strong leadership presence with exceptional interpersonal, communication, and relationship-building skills.
- Proven ability to mentor department leaders, drive accountability, and cultivate a positive service culture.
- Strong financial acumen including budgeting, forecasting, labor management, and operational analysis.
- Passion for personalized luxury hospitality, guest engagement, and operational excellence.
- Ability to lead with professionalism, emotional intelligence, discretion, and adaptability in a fast-paced luxury environment.
