Director of Operations

Job Description – Director of Operations

General Role Description

The Director of Operations holds final responsibility for the overarching leadership, coordination, structure, performance, and financial results of the hotel, restaurant, and supporting casino services.

The primary objective of the role is to restore structure, discipline, guest satisfaction, and revenue growth, while driving a necessary organizational and cultural transformation.

The Director of Operations operates at both strategic and tactical levels, maintains a visible presence on the work floor, and functions as the central connecting link between management, department heads, and employees.

Leadership & Coordination of Departments

The Director of Operations oversees the integrated leadership, coordination, performance monitoring, and results of all operational departments within the organization, with the exception of casino gaming disciplines (pit, slots, tables), which fall under specialized leadership.

The Director of Operations:

• Provides direct leadership to department heads

• Has the authority to intervene operationally, organizationally, and in personnel matters

• Establishes performance standards and ensures compliance

• Oversees collaboration and alignment between all departments

• Ensures uniformity in leadership, discipline, and quality standards

The role carries full responsibility for the daily operations of the hotel, restaurant, bar (casino), housekeeping (casino), and supporting operational departments, excluding the direct gaming operations.

Exceptions – Direct Oversight of Housekeeping & Bar

In addition to general oversight, the Director of Operations provides direct, content-driven operational leadership for:

Housekeeping

• Quality standards

• Staffing and scheduling

• Work methods, hygiene, and compliance

• Immediate corrective action when performance gaps arise

Bar (Casino & Restaurant Bar)

• Service quality and guest experience

• Inventory control, waste, and cash handling

• Staff discipline and deployment

• Maintaining current hospitality-related permits

• Direct operational interventions

Note: Responsibilities within the casino may expand over time.

First Point of Contact & Work Floor Presence

The Director of Operations serves as the primary point of contact for supervisors and staff.

The individual is continuously, actively, and visibly present on the work floor, acting as the direct escalation point for operational, personnel, and organizational issues.

Expectations include:

• Being consistently approachable for staff and supervisors

• Maintaining structural, visible floor presence

• Immediate intervention in bottlenecks, conflicts, or underperformance

• Holding supervisors accountable for responsibilities and results

• Enforcing discipline, order, and professionalism across the organization

Hotel Operations (Stabilization & Structural Recovery)

The Director of Operations holds final responsibility for stabilizing and structuring hotel operations, including:

• Reservation processes and follow-up

• Guest communication across platforms and channels

• Review management and guest feedback

• Collaboration between front office and housekeeping

• Capacity planning and staffing

The Director of Operations ensures:

• All guest communication is timely and professional

• Online reviews receive consistent follow-up

• Occupancy and revenue are actively monitored and optimized

Restaurant (Repositioning & Optimization)

The Director of Operations leads and oversees the repositioning and operational optimization of the restaurant, including:

• Service concept and guest experience

• Operational structures and procedures

• Cost control, margins, and profitability

• Collaboration between kitchen and service teams

• Staff quality, discipline, and consistency

The objective is to establish the restaurant as a standalone, profitable revenue center.

Personnel & Cultural Transformation

The Director of Operations is responsible for shifting the organization away from a culture of non-commitment and restoring discipline, structure, and performance-driven behavior.

This includes:

• Consistent and fair application of disciplinary measures

• Clear performance expectations and accountability

• Conducting corrective and performance meetings

• Establishing and managing improvement plans

• Addressing chronic underperformance or disruptive behavior

The Director of Operations ensures a consistent, professional, and equitable approach to all employees.

Revenue, Budget & Operational Management

The Director of Operations holds final responsibility for maximizing revenue, controlling costs, and overseeing operational budgets across all departments.

Responsibilities include:

• Actively steering revenue growth for hotel, restaurant, and bar

• Preparing, monitoring, and adjusting operational budgets

• Strict cost management, including:

• Labor costs
  
• Purchasing
  
• Waste
  
• Operational efficiency
  

• Ongoing consultation with ownership and management

• Proposing improvements and optimizing profitability

Reporting Responsibility

The Director of Operations ensures timely, accurate, and complete reporting to management regarding operational and financial performance.

This includes:

• Daily operational, incident, and revenue reports (if required), or

• Weekly management reports covering:

• Revenue performance
  
• Hotel occupancy
  
• Restaurant and bar results
  
• Labor usage and labor costs
  
• Risks, bottlenecks, and improvement actions
  

The Director of Operations is responsible for the accuracy and clarity of these reports and provides verbal explanations in management meetings.

Conclusion

The Director of Operations is a key executive role within the organization, entrusted with restoring structure, discipline, profitability, collaboration, and organizational culture. The individual is expected to operate autonomously, decisively, visibly, and with a strong focus on results.