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Director Of Operations

Thompson Zihuatanejo -
Zihuatanejo, Gro.

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Información del empleo

Tiempo completo
Hace 13 días

Cualificaciones

Gestión de costos
Administración de personal
Gestión de operaciones
Inglés
Control del costos
Microsoft Office
Análisis financiero
Seguridad informática
Licenciatura
Negocios
Liderazgo
Experiencia en hoteles

Descripción completa del empleo

Summary

O OBJECTIVE

The Director of Operations is responsible for the overall management of the Rooms Division and Food & Beverage Division, ensuring operational excellence, exceptional guest experiences, financial success and colleague engagement. This role provides strategic leadership to all operational departments while maintaining compliance with Hyatt and Thompson standards, policies and procedures.

The Director of operations is accountable for driving profitability, enhancing guest satisfaction, developing future leaders and foresting a culture aligned with Hyatt purpose, “We care for people so they can be their best”.

PURPOSES

Key Responsibilities

Operational Leadership

Provide strategic and operational leadership for all Rooms and Food & Beverage operations.

Ensure all departments consistently deliver service in accordance with Hyatt brand standards and Thompson Zihuatanejo operating procedures.

Monitor and improve operational efficiency, productivity, quality standards, and guest satisfaction.

Ensure all outlets and operational areas are managed professionally, efficiently, and profitably.

Establish and monitor monthly sales and revenue goals for Food & Beverage outlets, Spa, Boutique, Minibar, and other revenue-generating areas.

Analyze business performance, market trends, and operational results to support strategic decision-making.

Lead operational planning initiatives to maximize profitability and guest satisfaction.

Promote continuous improvement throughout all operational areas.

Financial Management

Prepare and manage annual operating budgets for Rooms and Food & Beverage divisions.

Monitor departmental expenditures to ensure compliance with approved budgets and forecasts.

Review financial performance regularly and implement corrective actions when necessary.

Support cost-control initiatives while maintaining service excellence.

Approve and manage departmental supplier payments in accordance with company financial procedures.

Contribute to profitability through effective labor management, inventory control, and resource utilization.

Support sustainability and energy conservation initiatives.

Guest Experience & Service Excellence

Champion a guest-centric culture throughout the hotel.

Monitor guest satisfaction indicators, including Medallia, NPS, CES, and other performance metrics.

Analyze guest feedback and develop action plans to improve service delivery.

Ensure timely resolution of guest complaints and service recovery opportunities.

Maintain Hyatt service standards during operational changes and new initiatives.

Foster a culture of exceptional hospitality and personalized service.

Leadership & Talent Development

Lead, coach, and develop departmental leaders and colleagues.

Conduct regular departmental meetings to communicate operational priorities and organizational objectives.

Promote a culture of accountability, collaboration, and continuous learning.

Conduct performance evaluations and provide ongoing coaching and feedback.

Identify high-potential talent and support succession planning initiatives.

Ensure all colleagues receive appropriate training and development opportunities.

Review and act upon Colleague Experience Survey results to improve engagement and workplace culture.

Recognize and encourage innovation, creativity, and operational improvements from team members.

Cross-Functional Collaboration

Participate actively in Leadership Committee (LedCo) meetings and strategic planning sessions.

Collaborate with Sales, Marketing, Finance, People Services, Engineering, Culinary, Housekeeping, and other departments to achieve business objectives.

Build and maintain effective relationships with suppliers, business partners, travel agencies, external concierges, and local stakeholders.

Support initiatives that strengthen the hotel's competitive positioning in the market.

Quality Assurance & Compliance

Ensure compliance with Hyatt brand standards, Thompson Zihuatanejo operating procedures, and all corporate policies.

Lead preparation and execution of MOR audits and other operational audits.

Ensure compliance with H Distinction requirements and applicable food safety standards.

Monitor quality management processes to ensure intended operational outcomes are achieved.

Report operational performance, service quality, and improvement opportunities to the Leadership Committee.

Maintain compliance with all labor laws, health and safety regulations, and local legal requirements.

Ensure adherence to internal policies regarding information security, privacy, confidentiality, workplace dignity and respect, Lost & Found procedures, and company systems.

Human Resources Management

Ensure fair and consistent treatment of all colleagues in accordance with Hyatt policies and local labor regulations.

Maintain appropriate staffing levels and workforce planning.

Manage payroll administration responsibly and within budget guidelines.

Monitor temporary contract expirations and ensure proper documentation and processing with People Services.

Enforce standards of conduct, attendance, grooming, and professional appearance.

Ensure compliance with Internal Work Regulations and company policies.

Hyatt Culture & Values

Serve as a role model for Hyatt’s purpose, values, and leadership expectations.

Demonstrate integrity, professionalism, accountability, and respect in all interactions.

Maintain confidentiality of sensitive information and company resources.

Foster an inclusive, respectful, and collaborative work environment.

Promote colleague wellbeing, safety, engagement, and development.

Remain flexible and responsive to operational needs, business demands, and guest service requirements.

Performance Measures

The Director of Operations will be evaluated on, but not limited to, the following key performance indicators:

Financial Performance

Revenue achievement

GOP performance

Budget compliance

Labor cost management

Food & Beverage profitability

Cost control initiatives

Guest Experience

Medallia results

Net Promoter Score (NPS)

Customer Services

Guest complaint resolution

Hyatt brand standard compliance

Colleague Engagement

Colleague Experience Survey results

Turnover and retention metrics

Training completion rates

Internal promotions and succession development

Operational Excellence

MOR Audit performance

H Distinction compliance

Quality assurance scores

Safety and compliance metrics

Qualifications

Education

Bachelor’s Degree in Business Administration, Hospitality Management, Hotel Management, or related field.

Experience

Minimum 7–10 years of progressive hotel operations leadership experience.

Previous experience managing Rooms and Food & Beverage operations within a luxury or lifestyle hospitality environment preferred.

Experience with Hyatt brand standards and operational systems preferred.

Technical Skills

Hotel Operations Management

Food & Beverage Management

Rooms Division Management

Financial Analysis and Budgeting

Inventory and Cost Control

Revenue Optimization

Strategic Planning

Quality Assurance

Microsoft Office Suite

Hotel Property Management Systems (PMS)

Labor Management

Leadership Competencies

Strategic Thinking

Business Acumen

Team Leadership

Talent Development

Conflict Resolution

Communication Skills

Decision Making

Change Management

Problem Solving

Customer Focus

Languages

English – Advanced/Professional Proficiency

Spanish – Native or Professional Proficiency

Working Relationships

Internal

Leadership Committee

Food & Beverage

Culinary

Rooms Division

Housekeeping

Front Office

Engineering

Sales & Marketing

Finance

People Services

Purchasing

Security

External

Suppliers and Vendors

Travel Agencies

External Concierges

Local Business Partners

Restaurant Guests

Hotel Guests

Community Stakeholders

Physical & Work Requirements

Ability to work flexible schedules, including weekends and holidays, based on operational demands.

Ability to move throughout all hotel operational areas.

Availability to respond to guest and operational needs as required.

Participation in hotel meetings, training programs, and special events.

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