Director, Operations

OLD EDWARDS HOSPITALITY GROUP LLC•Highlands, NC

13d•Onsite

About The Position

The Director of Operations is a senior enterprise leader who translates Old Edwards Hospitality Group’s operational vision and priorities into consistent execution across its organization. Reporting directly to the General Manager, OEHG, the role provides visible, hands-on leadership across properties and operating departments and supports service, people, financial performance, property condition, safety, and operational excellence standards. The Director works across departmental and property boundaries to identify opportunities, remove barriers, develop leaders, and improve consistency while maintaining both a ground-level understanding of operations and an enterprise perspective. The Director serves on the Executive Operations Committee and partners with senior leaders to execute OEHG priorities. As an operational extension of the General Manager, the role strengthens leadership, follow-through, and accountability across the portfolio; builds relationships with leaders and employees; and promotes collaboration across hotels, clubs, food and beverage, spa and wellness, engineering, reservations, and other functions. The Director provides direct leadership to assigned operational leaders and functions as determined by the General Manager and organizational needs. The role partners with the General Manager to set operational priorities and turn strategy into action; reviews operating hours, staffing, service delivery, workflows, and departmental practices; and leads or supports significant projects, openings, transitions, and cross-functional initiatives. It champions service excellence throughout the guest and member journey, uses firsthand observation and feedback to identify improvement opportunities, and promotes proactive Guest Problem Resolution. The Director develops leaders and teams through regular engagement, coaching, workforce planning, training, and succession planning. In partnership with Finance and operating leaders, the role reviews budgets, forecasts, labor, productivity, expenses, and operating metrics; supports budgeting and capital planning; and identifies efficiencies that preserve guest and employee experience. It also reviews and improves SOPs, training materials, and operating routines; supports property condition and readiness; reinforces safety and security policies; and ensures effective communication and coordination across departments. Success is reflected in stronger operating consistency, guest and member satisfaction, engaged and accountable leadership teams, improved communication and coordination, disciplined labor and financial performance, well-maintained properties, effective execution of priorities, and a culture of continuous improvement and service excellence. The position is based at 137 S 4TH ST, Highlands, NC 28741, with regular travel among OEHG properties and operating locations and a flexible schedule based on business needs, including weekends, holidays, and peak operating periods as appropriate.

Requirements

Progressive senior hospitality operations leadership experience, preferably in luxury hotels, resorts, clubs, or a multi-property hospitality organization.
Demonstrated success leading leaders and teams across multiple operating disciplines.
Strong understanding of hotel and hospitality operations, guest service, labor management, budgeting, forecasting, productivity, and property standards.
Ability to move comfortably between strategic priorities and detailed operational execution.
Exceptional leadership, communication, relationship-building, and problem-solving skills.
Ability to influence across functions, create accountability, and lead collaboratively through change.
Strong business judgment and financial acumen, including ability to interpret operational and financial performance data.
High integrity, discretion, and professionalism; confidentiality is required at all times.
Ability to work a flexible schedule based on business needs, including weekends, holidays, and periods of peak operation as appropriate.
Ability to travel regularly among OEHG properties and operating locations.

Responsibilities

Partner with the General Manager to establish operational priorities, translate strategy into action, and ensure consistent execution across properties and departments.
Review operating hours, staffing models, service delivery, workflows, and departmental practices to improve effectiveness, efficiency, and guest experience.
Follow up on operational commitments, projects, action plans, and leadership decisions; establish ownership, timelines, and accountability for issues and opportunities.
Lead or support significant operational projects, openings, transitions, and cross-functional initiatives as assigned.
Set clear goals, resource expectations, and measurable performance expectations for operating leaders.
Champion service excellence throughout the guest and member journey and promote proactive Guest Problem Resolution.
Observe operations firsthand, review feedback and service trends, and ensure corrective actions are taken and followed through.
Build relationships with property and department leaders and coach them in decision-making, communication, performance management, and ownership of results.
Partner with Human Resources and operating leaders on staffing, organizational structure, talent needs, succession, workforce planning, training, and development.
Partner with Finance, the General Manager, and operating leaders to review and improve budgets, forecasts, labor, productivity, expenses, and other operating metrics.
Establish and monitor measurable goals for quality, productivity, and budget performance; identify efficiencies while protecting the guest and employee experience.
Support annual budgeting, capital planning, and operating-plan development as assigned.
Review and improve departmental SOPs, checklists, training materials, and operating routines; support effective implementation and continuous improvement.
Use operating data, guest feedback, and direct observation to identify trends and set priorities while balancing consistency with the needs of individual properties.
Partner with Engineering/Maintenance, Housekeeping, property leadership, and the Leadership and Interior Design team to maintain facilities, rooms, and shared spaces to OEHG standards.
Participate in property walk-throughs, room inspections, and operational reviews; review maintenance priorities, project schedules, and recurring property-condition issues.
Reinforce compliance with safety, security, emergency preparedness, and operating policies; ensure disruptions and significant service issues are escalated and managed appropriately.
Participate in property and departmental meetings, establish operating rhythms where needed, and ensure priorities and decisions are communicated between senior leadership and operating teams.
Coordinate with Human Resources, Finance, Sales, Revenue & Reservations, Marketing, and other support functions; provide the General Manager with timely visibility into operational risks, opportunities, staffing concerns, guest issues, and performance trends.
Promote an enterprise-wide, collaborative culture and hold leaders accountable for service, productivity, and financial results.