Director of Operations

DEPARTMENT: A&G  REPORTS TO: General Manager  STATUS: Exempt     POSITION SUMMARY:      The Director of Operations partners with the General Manager to lead, promote, and coordinate the daily operations of the hotel, ensuring every aspect of the guest and team experience reflects Coury Hospitality’s commitment to intentional design, elevated service, and authentic connection. This role plays a key part in translating vision into actions, supporting the implementation and communication of company policies, standards, and strategic initiatives while fostering a culture rooted in accountability, collaboration, and ownership. With a hands-on, people-first leadership approach, this position champions operational excellence and delivers thoughtful, personalized service that embodies Coury Hospitality’s dedication to creating distinctive, experience-driven properties and memorable stays.       PRIMARY JOB DUTIES:    Partner with the General Manager to develop and implement property-wide strategies.  Assist in forecasting, budgeting, and financial planning to maximize revenue and control expenses.  Review financial statements and operational performance data to drive productivity and improvement.  Ensure front office systems and equipment operate at peak performance.  Maintain a viable key control program and ensure OSHA/MSDS compliance.  Serve on the hotel’s Safety Committee and foster a secure working environment.  Monitor guest satisfaction scores and create SMART action plans to improve performance.  Take proactive ownership of guest concerns and resolve issues with urgency and care  Anticipate operational challenges by monitoring business flow and team performance.  Ensure staffing levels support exceptional service standards.  Champion guest service training, including service recovery, upselling, cross-selling, and creating memorable unmatched moments.   Assist with recruitment, interviewing, training, scheduling, and coaching of curators.   Set clear performance expectations aligned with hotel standards and core values.  Partner with HR to ensure timely onboarding and development programs.  Address curator’s concerns proactively with fairness and transparency.  Maintain an open-door policy and lead with approachability and integrity.  Demonstrate confidence, enthusiasm, and professionalism always.  Ensure compliance with all quality standards across customer service, reservations, safety/security, housekeeping, maintenance, food & beverage, and loss prevention.  Monitor your own performance with accuracy and thoroughness, applying feedback to elevate results.  Demonstrate flexibility and adaptability in a dynamic hospitality environment.    Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time.     KNOWLEDGE, SKILLS AND ABILITIES:      Intermediate knowledge of overall hotel operations.  Strong financial acumen and working knowledge of Microsoft Office (Word, Excel, Outlook).  Valid driver’s license with acceptable driving history.  Demonstrated leadership presence and professional image.  Strong delegation, communication, and interpersonal skills.  Ability to manage difficult guest situations with poise and professionalism.  Associate or bachelor's degree preferred.  A growth mindset and readiness to advance into a General Manager role within 1–3 years.  PHYSICAL DEMANDS:    Ability to stand, walk, and move throughout the property for extended periods.  Ability to use computers, phones, and standard office equipment.  Ability to respond to operational needs across multiple departments, including evenings, weekends, and holidays as required.  Must wear required personal protective equipment per job responsibilities.    This job description is not intended to create a contract of employment. Employment with the Company is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice, in accordance with applicable law.