Hotel Director of Operations | New York

Horseshoe Bay Resort • Fairfax, VA

2d • $130,000 • Onsite

About The Position

Crescent Hotels & Resorts is seeking a Hotel Director of Operations to support a luxury, full-service property in New York. This role is crucial in developing a service-driven team culture, enhancing the guest experience, mentoring department leaders, and ensuring operational excellence in all front-of-house functions. It is designed for a dynamic luxury lifestyle hotel operator aiming for future Hotel Manager or General Manager positions. The position is on-site in New York. More than a traditional Rooms Division role, this position acts as a key operational partner to the General Manager and a visible cultural leader for the property. The ideal candidate possesses a hands-on leadership style, high emotional intelligence, a passion for authentic luxury hospitality, and an ownership mentality to shape the hotel's operational philosophy and reputation in the New York luxury market.

Requirements

• Minimum 5 years of progressive luxury hotel operations experience within full-service or luxury hotels is required.
• Minimum 3 years of senior Rooms Division or Operations leadership experience within a New York luxury hotel is required.
• Demonstrated success building and leading high-performing operational teams within luxury hospitality environments.
• Strong leadership presence with exceptional interpersonal, communication, and relationship-building skills.
• Proven ability to mentor department leaders, drive accountability, and cultivate a positive service culture.
• Strong financial acumen including budgeting, forecasting, labor management, and operational analysis.
• Passion for personalized luxury hospitality, guest engagement, and operational excellence.
• Ability to lead with professionalism, emotional intelligence, discretion, and adaptability in a fast-paced luxury environment.

Nice To Haves

• Previous leadership experience within a union hotel environment is preferred.

Responsibilities

• Serve as a highly visible operational leader and ambassador of the guest experience, ensuring service delivery consistently reflects the hotel’s luxury positioning, personalized approach, and brand standards.
• Partner closely with the General Manager in shaping the hotel’s operational identity, culture, service philosophy, and overall guest journey.
• Foster a high-performing, engaged, and service-oriented culture through active leadership presence, mentorship, coaching, and development of department heads and frontline teams.
• Lead and oversee all aspects of Front Office operations including Guest Services, Concierge, Housekeeping Services, Laundry, Telephone Operations, and related Rooms Division functions.
• Champion authentic luxury hospitality by anticipating guest needs, resolving concerns with professionalism and empathy, and creating memorable experiences that drive guest loyalty and satisfaction.
• Implement and manage the hotel’s quality assurance processes including service recovery, guest satisfaction initiatives, operational audits, and continuous improvement programs.
• Analyze guest feedback, comment cards, online reputation metrics, and service trends to proactively identify opportunities for operational enhancement and team coaching.
• Recruit, interview, hire, train, mentor, evaluate, and develop operational leaders and team members while maintaining open communication and accountability across departments.
• Provide strategic operational oversight including labor management, forecasting, budgeting, expense control, inventory management, and productivity analysis.
• Collaborate with department leaders to ensure operational consistency, financial performance, and adherence to luxury service standards.
• Monitor hotel occupancy trends and operational demands to proactively adjust staffing and service strategies.
• Lead operational response during high-pressure situations, guest escalations, and emergency scenarios with sound judgment, composure, and professionalism.
• Review security logs and operational reports daily, partnering with department heads to implement service improvements and policy enhancements where necessary.
• Plan, organize, chair, and actively participate in Executive Committee Meetings, Rooms Division Meetings, leadership meetings, and quality improvement initiatives.
• Support pre-opening, repositioning, and brand evolution initiatives as applicable while helping establish long-term operational excellence and team culture.
• Maintain flexibility and availability to support operational needs as required.
• Perform other job-related duties as assigned.

Benefits

• Highly competitive annual salary starting at $130,000 based on experience
• Operational incentive plan eligibility
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed