Director of Operations

Boardwalk IG Management LLC•Yountville, CA

6h•Onsite

About The Position

The Director of Operations is the second-in-command of the resort, responsible for overseeing all core operational departments including Rooms, Food & Beverage, Spa & Wellness, and Guest Experience. This role ensures seamless execution across all guest touchpoints, delivering exceptional, personalized service aligned with Forbes Travel Guide standards. This leader drives operational excellence, financial performance, and team engagement, while continuously elevating the guest experience through innovation, attention to detail, and a strong on-the-floor presence.

Requirements

7–10+ years of progressive leadership experience in luxury hospitality operations
Strong background across Rooms and F&B
Proven track record of driving financial performance and guest satisfaction
Experience with Forbes Travel Guide or equivalent luxury standards
Strong financial acumen and experience managing multi-department operations
Exceptional leadership, communication, and organizational skills

Nice To Haves

Spa experience highly preferred

Responsibilities

Oversee Front Office, Housekeeping, Concierge, Valet, and Guest Experience teams
Ensure a seamless arrival, in-stay, and departure experience for all guests
Drive Forbes-level service standards through daily engagement, training, and audits
Partner with Housekeeping and Engineering to maintain exceptional room quality and readiness
Optimize room inventory, upsell strategies, and guest personalization
Oversee all F&B outlets including restaurants, bars, in-room dining, and banquets/events
Partner with Culinary leadership to ensure exceptional quality, consistency, and creativity
Drive revenue through activations, seasonal programming, wine experiences, and upselling
Monitor and manage financial performance (labor, cost of goods, profitability)
Ensure elevated service standards and cohesive guest experiences across all outlets
Oversee Spa operations, wellness programming, fitness, and retail
Drive revenue growth through strategic offerings, partnerships, and local outreach
Ensure a tranquil, luxury environment with exceptional service delivery
Optimize scheduling, therapist productivity, and retail performance
Integrate wellness experiences into the broader guest journey
Ensure alignment across Rooms, F&B, and Spa to create a seamless, curated guest journey
Lead daily operations meetings and maintain strong interdepartmental communication
Champion anticipatory service and personalized guest engagement
Oversee guest feedback channels and ensure timely service recovery and follow-up
Identify and execute cross-departmental experiences (e.g., spa + dining, celebrations, itineraries)
Oversee multi-department P&Ls and partner with Finance on budgeting and forecasting
Drive revenue growth while maintaining strong cost controls and labor efficiencies
Identify opportunities to increase spend per guest and overall profitability
Support long-term strategic initiatives, capital projects, and operational improvements
Build, mentor, and lead a high-performing leadership team across all departments
Foster a culture of accountability, engagement, and continuous improvement
Maintain a strong presence on the floor, connecting with guests and team members
Lead performance management, training initiatives, and succession planning
Ensure compliance with all health, safety, and labor regulations
Maintain exceptional cleanliness, maintenance, and presentation standards
Oversee implementation and adherence to SOPs across all operational areas
Lead crisis management and emergency response as needed