Head of Hotel Operations

Flow • Miami, FL

26d

About The Position

As Head of Hotel Operations you will lead all aspects of operations across our properties — from launch and setup, to day-to-day management, to continuous optimization. You will build and implement operational frameworks, embed Flow’s values into every guest touchpoint, drive revenue performance, and shape a culture of hospitality that creates genuine connection and belonging. You will work closely with leadership, real estate/development, marketing, and finance teams to ensure operational excellence, scalable growth, guest satisfaction, and profitability.

Requirements

• 8+ years of senior leadership experience in hotel/property/hospitality operations — ideally in boutique hotels, lifestyle hotels, extended-stay, or multi-property operations.
• Demonstrable track record of launching new hotel properties, building operational processes and SOPs, and scaling operations successfully.
• Strong commercial acumen — experience managing P&L, optimizing revenue, controlling costs, and driving profitability in hospitality businesses.
• Passion for hospitality, guest experience, community-building, and brand-driven service.
• Excellent leadership, team-building, communication, and people management skills.
• Ability to build structure from ambiguity: thrive in a start-up, fast-paced, evolving environment; comfortable with building from the ground up.
• Strong problem-solving skills, operational discipline, attention to detail, and a hands-on mindset.
• Alignment with Flow’s values: someone who believes in creating more than a stay — building belonging, well-being, and connection.

Responsibilities

• Build and implement operational frameworks, SOPs, staffing plans, and service standards for new and existing properties.
• Establish all systems and workflows for front desk, housekeeping, maintenance, guest services, and shared spaces.
• Design and maintain guest experience standards that reflect Flow’s values of belonging, wellbeing, connection, and compassionate service.
• Oversee end-to-end operations across all properties to ensure efficiency, consistency, and high service quality.
• Monitor and manage core KPIs including occupancy, revenue per room, guest satisfaction, and operating costs.
• Identify opportunities to streamline processes, reduce friction, and enhance operational scalability.
• Drive revenue performance across properties through pricing, occupancy management, upsells, ancillary services, and guest retention strategies.
• Evaluate and introduce new revenue opportunities aligned with the Flow mission.
• Lead, mentor, and develop a high-performing operations team
• Foster a collaborative, empowered, and accountable environment with continuous learning and feedback.
• Ensure properties meet all local regulations, licensing requirements, safety standards, and risk management protocols.
• Oversee quality assurance for cleanliness, maintenance, guest safety, and service reliability.
• Manage relationships with suppliers, contractors, and vendors to meet quality and cost standards.
• Provide regular reporting on operational performance, financial metrics, guest insights, and team performance to leadership.
• Use data, feedback, and industry best practices to drive continuous improvement across all operations.
• Develop scalable playbooks and operational models to support growth into new markets and property types.

Benefits

• Comprehensive benefits package (Medical / Dental / Vision / Disability / Life)
• Paid time off and 13 paid holidays
• 401(k) retirement plan
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
• Access to HSA-compatible plans
• Pre-tax commuter benefits
• Employee Assistance Program (EAP), free therapy through SpringHealth, acupuncture, and other wellness offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 51-100 employees