Director of Operations

Position Overview

The Director of Operations will oversee the Front Desk, Support Housekeeping, Engineering, and F&B departments, ensuring operational efficiency, exceptional guest service, and strong financial performance. This individual must actively manage departmental checkbooks, monitor CPOR and MPOR daily, control labor costs, and execute within budget.

This position requires a leader who understands that guest experience and profitability must move together.

This position may require flexible scheduling availability.

Job Requirements:

Financial & Operational Ownership

• Manage departmental budgets and checkbooks with accuracy and accountability
• Monitor and control Hours Worked, CPOR, and MPOR  daily
• Manage payroll to forecast and budget; adjust staffing levels proactively
• Review daily revenue, labor, and take corrective action as needed
• Ensure compliance with financial control procedures for cash handling, receivables, inventory, and vendor expenses

Guest Experience & Product Quality

• Ensure departments meet or exceed brand standards and guest satisfaction goals
• Maintain strong visibility in the lobby and guest areas
• Lead front desk operations, including check-in/out procedures, upselling, and service recovery
• Monitor daily bookings and coordinate with revenue/front desk when oversold
• Ensure product quality standards are upheld consistently 

People Leadership

• Recruit, hire, train, and develop team members
• Conduct performance evaluations and hold teams accountable to KPIs 
• Build schedules aligned with budget and business demand
• Foster cross-department communication and operational alignment 
• Create a culture of ownership and accountability

Job Qualifications:

• Proven experience leading hotel operations (Front Office and Housekeeping required)
• Strong financial acumen with working knowledge of budgets, labor models, and cost controls 
• Experience in managing payroll to forecast 
• Comfortable analyzing reports and making real-time operational decisions 
• Experience with Marriott systems preferred 
• Ability to operate PMS and POS systems 
• Highly organized, detail-oriented, and proactive 
• Strong problem-solving skills under pressure 
• Visible, guest-facing leadership style
• Valid Driver’s License preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance 
• HSA & FSA plans available! 
• Dependent care FSA
• Identity Theft Protection Insurance Commuter benefits including transit & parking 
• Pet Insurance 
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program 
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services 
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand 
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work 
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.