Director of Operations

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Job Description

As a key member of the executive leadership team and reporting directly to the General Manager, the Director of Operations plays a pivotal role in orchestrating the guest experience across the hotel. You will lead with vision and operational excellence, ensuring seamless service from arrival to departure. This is a strategic and hands-on leadership role, combining guest-centric service with performance-driven management. You will collaborate closely with department heads and fellow executive committee members to elevate guest satisfaction, team engagement, and overall hotel results — all while upholding the legendary standards of Sofitel hospitality. If you are passionate about delivering exceptional guest journeys, developing high-performing teams, and leading in a luxury environment, this role is your opportunity to make a lasting impact.

Responsibilities

• Reporting to the General Manager, consistently offer professional, warm, and engaging service
• Drive employee engagement, RPS and profitability
• Ensure all leaders consistently uphold luxury service standards
• Maintain compliance with Brand and Service Standards (LQA) across the Rooms Division through audits; assist in training program development and address performance gaps
• Address and resolve guest and colleague concerns promptly and professionally
• Foster a culture where colleagues exceed guest expectations and have career development opportunities
• Lead pre-opening efforts including training, operational setup, and team development
• Ensure seamless setup and operation of guest room services, public areas, and departments such as Front Desk, Guest Relations, Housekeeping, Guest Services and Spa
• Cultivate a high-performance culture, motivating and guiding a team of service-driven professionals
• Monitor guest feedback and metrics, proactively addressing opportunities for improvement
• Ensure cost control and operational efficiency while maintaining luxury service levels
• Collaborate with other departments to ensure seamless hotel-wide operations and an elevated guest experience
• Collaborate with the Director of Engineering to address outstanding work orders for guest rooms and public areas
• Drive employee engagement across all departments and contribute to executive team strategies
• Engage with all hotel departments through participation in meetings and committees
• Oversee the performance review process for the division, ensuring development and accountability
• Lead crisis management efforts for the division and participate in the hotel’s crisis management team
• Contribute to the hotel’s strategic plan and stay ahead of industry trends, identifying opportunities for innovation
• Ensure adherence to departmental policies, procedures and standards, and safety policies
• Perform other duties as assigned

Qualifications

Seniority level

Employment type

Job function

Industries

Riyadh, Riyadh, Saudi Arabia

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