Director of Hotel Operations - MGM National Harbor
About The Position
The Director Hotel Ops provides direction and leadership for the property Hotel team, consistent with the MGM brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the hotel division, including Front Office, Front Services, Group Reservations & Services and VIP Services. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All duties are performed in accordance with company policies and procedures.
Requirements
- Over four years of proven experience optimizing hotel operations, front-of-house services, concierge, VIP services, and group reservations.
- Strategic operational partner, they excel at establishing dynamic staffing guidelines to maximize team efficiency and control labor costs without compromising service standards.
- Adept at leveraging property management systems and guest satisfaction analytics—including Guest View, TripAdvisor, and Yelp—they possess a strong track record of translating guest feedback into actionable, high-impact service recovery and operational improvement plans to deliver world-class guest experiences.
Responsibilities
- Works closely with senior leadership to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations
- Leads the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all hotel operations team
- Responsible for employee engagement of the hotel operations team, utilizing the tools provided and through coaching, training, rewards and development
- Provides leadership and direction to maintain and improve the guest experience within hotel operations, consistent with the company’s service standards
- Interviews, selects, trains, supervises, counsels and coaches hotel operations staff for the efficient operation of the department
Benefits
- Comprehensive wellness programs designed to support employees’ physical, mental, and emotional well-being.
- Exclusive access to company-sponsored discounts across hospitality, dining, retail, entertainment, travel, technology, and a wide range of partner offerings.
- Complimentary parking both during and outside of scheduled work hours.
- Competitive health, wellness, and income protection benefits for eligible employees.
- Ongoing professional growth and career development through leadership programs, learning opportunities, strategic networking, and community engagement initiatives.
- Medical, dental, vision, life insurance, 401(k) plans, and time off plans.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
