Director of Operations

Marriott•Kansas City, MO

11h•$85,000 - $95,000

About The Position

Cascade Hotel, a full-service, 177-room Marriott-franchised hotel located in the heart of Kansas City’s Country Club Plaza, is seeking an experienced, strategic, and service-driven Director of Operations to oversee and elevate daily hotel operations. This executive leader will play a critical role in ensuring operational excellence across the hotel while delivering exceptional guest experiences, strong financial performance, and a culture rooted in accountability, service, and team development. The Director of Operations will provide direct oversight of key operational departments and partner closely with the General Manager and leadership team to drive performance, uphold Marriott brand standards, and support the overall success of the hotel. The ideal candidate brings strong full-service hotel experience, a hands-on leadership style, a passion for people’s development, and a proven ability to lead in a fast-paced hospitality environment.

Requirements

Minimum 5+ years of progressive hotel operations leadership experience in a full service hotel environment
Previous experience in a senior hotel leadership role such as Director of Operations, Hotel Manager, Executive Assistant Manager, or comparable role strongly preferred
Marriott experience or experience working within a branded hotel environment strongly preferred
Demonstrated success leading multiple operational departments in a full-service hotel setting
Strong understanding of front office, housekeeping, food and beverage, engineering, and overall hotel operations
Proven ability to drive guest satisfaction, financial performance, and team accountability
Strong leadership presence with the ability to motivate, coach, and develop leaders and teams
Excellent communication, problem-solving, and organizational skills
Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
Bachelor’s degree in hospitality management, Business, or related field preferred, though equivalent hotel leadership experience will be considered
Operational Excellence
Guest Service Leadership
Financial Acumen
Team Development
Strategic Thinking
Accountability & Execution
Brand Standards Compliance
Problem Solving & Decision Making
Communication & Influence

Responsibilities

Provide day-to-day leadership and oversight of hotel operations, ensuring seamless execution across all operational departments
Drive service excellence and operational consistency in alignment with hotel standards and Marriott brand expectations
Partner with department leaders to establish priorities, solve operational challenges, and maintain high levels of guest satisfaction
Ensure the hotel operates efficiently, professionally, and in a manner that reflects the standards of a full-service Marriott-franchised property
Maintain a strong presence throughout the hotel, leading by example and serving as a visible and engaged operational leader
Champion an elevated guest experience by ensuring exceptional service delivery across all guest touchpoints
Monitor guest feedback, online reviews, service recovery trends, and operational opportunities to continuously improve performance
Partner with department leaders to implement corrective action and service enhancements where needed
Promote a culture of urgency, hospitality, responsiveness, and attention to detail
Support the achievement of revenue, labor, expense, and profitability goals across hotel operations
Monitor departmental performance against budget and forecast expectations
Identify opportunities to improve efficiency, productivity, and cost control without compromising service standards
Partner with the General Manager and department leaders on labor planning, scheduling strategy, and operational budgeting
Maintain strong financial acumen with an understanding of flow-through, payroll management, purchasing controls, and operational expense management
Lead, coach, and develop department leaders to strengthen accountability, engagement, and operational effectiveness
Foster a culture focused on professionalism, collaboration, ownership, and continuous improvement
Support recruitment, onboarding, training, and retention strategies for operational teams
Ensure leaders are effectively managing associate performance, service standards, and departmental expectations
Promote open communication and a positive work environment that supports both associate satisfaction and business results
Ensure compliance with Marriott brand standards, franchise expectations, safety requirements, and hotel policies and procedures
Support departmental readiness for brand audits, inspections, and quality assurance reviews
Maintain high standards of cleanliness, presentation, safety, and service throughout the property
Partner with department leaders to ensure compliance with company policies, labor standards, and operational procedures