Description:
At Hyatt, we care for people so they can be their best.
Our commitment to care begins with you, our colleagues because you are the heart of Hyatt. We create an inclusive environment that prioritizes your well-being, fosters growth, and helps you thrive both personally and professionally. At Hyatt, empathy is not just a value, it's a way of life.
We are looking for a dynamic and experienced Director of Operations to lead our property's Food &Beverage and Rooms operations. This leadership position plays a critical role in providing efficient service and meaningful experiences.
The ideal candidate will possess strong technical expertise, proven leadership capabilities, and a commitment to excellence in hospitality. If you're passionate about hotel operations, sustainability initiatives, and team development, we invite you to join our team and contribute to a world-class guest experience.
Why Choose Hyatt?
At Hyatt, your success matters. We offer:
Competitive Salary: $135,000-168,800/year (commensurate with experience)
Health Benefits: Medical, dental, and vision insurance starting after just 30 days
Perks & Discounts:
Free and discounted room nights
Friends & family rates at Hyatt properties
Discounts on food and beverage
Exclusive savings on tech, wellness apps, and more (e.g., Apple, AT&T, Headspace)
Work-Life Balance: Paid time off, including new child leave
Retirement Support: 401(k) matching (up to 4%) and employee stock purchase plan
Growth Opportunities: Tuition reimbursement and robust training programs
Everyday Conveniences: Complimentary meals for employees
What You'll Do Here:
The Director of Operations reports directly to the General Manager and is responsible for oversight of all operational aspects of the hotel. In the absence of the General Manager, the Director of Operations shall oversee all aspects of the hotel's operation.
Responsibilities:
· Functions as the strategic business leader of the property's Hotel Operations
· Areas of responsibility may include Front Office, Security, Housekeeping, Laundry, Food and Beverage, Stewarding, Banquets and Event Set Up.
· Position works with direct reports (Assistant Directors and Department Heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives
· The position ensures Hotel Operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance.
· Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment
· Managing Profitability
· Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer
· Analyzes service issues and identifies trends
· Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
· Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution
· Managing Revenue Goals
· Monitors hotel operations sales performance against budget
· Reviews reports and financial statements to determine hotel operations performance against budget
· Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
· Reviews the Wage Progress Report and compares budgeted wages to actual wages
· Coaching direct reports to address problem areas and holding team accountable for results
· Leading Operations and Department Teams
· Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams
· Develops systems to enable employees to understand guest satisfaction results
· Communicates a clear and consistent message regarding departmental goals to produce desired results
· Managing the Guest Experience
· Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
· Responds to and handles guest problems and complaints
· Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
· Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations
· Managing and Conducting Human Resources Activities and compliance
· Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
· Ensures employees are treated fairly and equitably
· Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
· Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
· Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
· Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance
· Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns
· Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
· Conducts annual performance appraisal with direct reports according to Standard Operating Procedures
· Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary
Qualifications:
Qualifications
· 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
· 4 years' experience in the guest services, front desk, housekeeping, management operations, food and beverage or related professional area
· 2 years' experience as Department Head in full-service hotel
· 1-2 years' experience as an Assistant Director of Operations or Senior Department Head in full-service hotel
· Proven ability to lead and motivate large teams
Why You'll Love Working Here:
Hyatt fosters a culture of care and inclusion where colleagues are supported to succeed. Whether it's career advancement, industry-leading benefits, or working with a team that values empathy and collaboration, we are ready to help you grow . If you're ready to deliver exceptional service and exceed expectations, we're ready for you.
Apply Today and start your journey with a brand that is redefining hospitality through care, compassion, and innovation. At Hyatt, you'll not only build your career, you will also build a future.
Primary Location: US-MD-Baltimore
Organization: Hyatt Regency Baltimore Inner Harbor
Pay Basis: Yearly
Job Level: Full-time
Job: Hotel Operations
Req ID: BAL003306
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.
