Director of Operations
Reports To: Executive Vice President
Start Date Target: Q3
Compensation: $110K–$125K annual
Position Summary
The Director of Operations is a strategic and hands-on executive responsible for delivering an exceptional guest experience across every touchpoint at The Hand & The Eye. This leader oversees all guest relations & facility operations, ensuring that hospitality, service standards, operational efficiency, & team performance consistently exceed expectations.
The role provides leadership for Guest Relations, Team Sparkle, Valet Operations, Maintenance, Security, & other operational departments while partnering closely with the experience team, food & beverage, culinary, magic operations & administrative teams to create a seamless luxury experience for all guests & members.
The ideal candidate is an accomplished hospitality leader with a passion for service excellence, strong business acumen, & the ability to build high-performing teams in a fast-paced, high-touch environment.
Key Responsibilities
Operational Leadership
- Provide strategic leadership & oversight for all daily operational functions.
- Develop & implement operational policies, procedures, & service standards.
- Ensure exceptional execution across all guest-facing departments.
- Drive continuous improvement initiatives that enhance efficiency, productivity, & guest satisfaction.
- Lead cross-functional collaboration to ensure seamless communication and execution.
Guest Experience & Relations
- Champion a culture of hospitality & personalized service.
- Establish & maintain category-of-one guest service standards.
- Build strong relationships with members & guests.
- Resolve guest concerns professionally & proactively.
- Monitor guest feedback & implement service enhancements.
Department Leadership
- Guest Relations
- Team Sparkle
- Valet Operations
- Facilities & Maintenance
- Security
- Experiences, events & membership
- Vendor & contracted services
- Additional operational departments as assigned
Team Development
- Recruit, hire, coach, & develop department leaders.
- Foster a culture centered on accountability, professionalism, collaboration, and continuous improvement.
- Conduct performance evaluations & succession planning.
- Implement strategic staffing pars for all departments adhering to labor budgets & forecasting.
- Ensure all team members receive ongoing training in hospitality, safety, and operational excellence.
- Financial & Business Management
- Develop & manage departmental budgets.
- Monitor labor costs & operational expenses.
- Identify cost-saving opportunities while maintaining exceptional service quality.
- Analyze operational metrics & prepare performance reports for executive leadership.
- Support annual planning & long-term operational strategy.
Facilities & Property Management
- Ensure the property is maintained to the highest standards of cleanliness, safety, & presentation.
- Oversee preventative maintenance programs.
- Coordinate with contractors & vendors.
- Ensure compliance with all building, health, & safety regulations.
Event & Member Support
- Partner with leadership to ensure flawless execution of private events and member experiences.
- Coordinate operational logistics for special events, VIP functions, and high-profile gatherings.
- Ensure staffing and operational readiness for all scheduled programming.
Compliance & Risk Management
- Maintain compliance with OSHA, local regulations, and company policies.
- Develop emergency response and security procedures.
- Promote workplace safety and operational risk management.
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- 10+ years of progressive hospitality or operations leadership experience.
- Minimum of 5 years managing multiple operational departments.
- Luxury hospitality, private club, boutique hotel, or high-end event venue experience strongly preferred.
- Demonstrated success leading large, diverse teams.
- Strong financial management and budgeting experience.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to solve problems, make decisions, and execute under pressure.
- Proficiency with hospitality management systems and Microsoft Office.
- Core Competencies
- Executive Leadership
- Luxury Hospitality
- Guest Experience Excellence
- Team Building & Coaching
- Strategic Planning
- Financial Management
- Operational Excellence
- Process Improvement
- Vendor Management
- Conflict Resolution
- Change Management
- High Emotional Intelligence
- Performance Expectations
Success in this role will be measured by:
- Guest satisfaction &service quality
- Operational efficiency
- Employee engagement & retention
- Budget performance
- Facility presentation & maintenance standards
- Successful execution of events & member experiences
- Continuous improvement initiatives
- Achievement of organizational goals
Why Join The Hand & The Eye?
At The Hand & The Eye, hospitality is more than service—it's creating unforgettable experiences through exceptional attention to detail, genuine relationships, & operational excellence. The Director of Operations plays a critical leadership role in shaping the culture, elevating the guest experience, & driving the continued success.
Pay: $110,000.00 - $125,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
