Position Summary
The Director of Operations is a key leadership position within Pride Management, Inc. responsible for providing operational leadership, direction, and support to a portfolio of PMI hotels. This position works closely with General Managers, hotel leadership teams, ownership groups, brand representatives, and corporate support departments to ensure each property achieves its operational, financial, guest service, quality, and organizational objectives.
The Director of Operations is responsible for driving operational excellence across the portfolio while ensuring each hotel operates in accordance with management company policies, brand standards, approved budgets, ownership expectations, and applicable laws and regulations.
This position serves as a strategic partner to General Managers and is responsible for identifying opportunities to improve profitability, guest satisfaction, employee engagement, operational efficiency, and overall asset performance.
Essential Responsibilities
· Provide operational leadership and oversight for an assigned portfolio of hotels.
· Partner with General Managers to establish property-specific operational goals and performance expectations.
· Conduct regular property visits and operational reviews.
· Evaluate hotel operations, staffing, service delivery, physical condition, cleanliness, maintenance, and overall performance.
· Identify operational deficiencies and develop measurable corrective action plans.
· Monitor execution of action plans and hold hotel leadership accountable for results.
· Ensure consistency in operational standards while recognizing the unique needs of each property.
· Provide hands-on support to hotels experiencing operational, staffing, guest service, or financial challenges.
· Serve as an escalation point for significant operational issues.
· Assist with interim leadership coverage when a property is without a General Manager or other key leader.
· Recruit, interview, select, coach, and develop General Managers in partnership with corporate leadership and Human Resources.
Brand Standards & Quality Assurance
· Ensure all properties comply with applicable brand standards and management company operating standards.
· Monitor brand quality assurance scores and guest satisfaction results.
· Prepare hotels for brand inspections and quality assurance evaluations.
· Review inspection results and ensure corrective action plans are developed and completed.
· Monitor online reputation scores, guest reviews, service recovery, and customer satisfaction.
· Ensure leadership teams understand and consistently execute brand standards.
· Identify opportunities to improve guest experience and operational consistency.
Guest Experience
· Establish a culture of exceptional guest service throughout the portfolio.
· Review guest satisfaction trends and identify recurring service issues.
· Support General Managers in developing effective service recovery programs.
· Monitor guest complaints and escalated service issues.
· Ensure leadership teams actively engage with guests and respond appropriately to concerns.
· Promote hospitality standards that create loyalty and repeat business.
Corporate Operations
· Participate in corporate operations meetings and strategic planning.
· Develop and implement company-wide operational initiatives.
· Create and maintain standard operating procedures and best practices.
· Share successful operational practices across the portfolio.
· Identify opportunities to leverage economies of scale among managed properties.
· Assist corporate leadership with special projects and strategic initiatives.
· Support implementation of new technology, systems, policies, and operational programs.
· Maintain strong communication between corporate leadership and property teams.
· Provide regular portfolio updates to senior management.
Performance Management
The Director of Operations will establish and monitor measurable performance objectives for each assigned hotel, including:
· GOP performance
· Budget performance
· Guest satisfaction scores
· Online reputation scores
· Brand quality assurance scores
· Brand initiatives and scorecards
· Employee engagement and retention
· Labor productivity
· Operating expense performance
· Preventative maintenance compliance
· Property condition
· Owner satisfaction
· Completion of operational action plans
· Successful execution of company initiatives
Qualifications
· Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
· Minimum of 7–10 years of progressive hotel operations experience.
· Previous experience as a General Manager, Area General Manager, Director of Operations, Regional Operations Manager, or similar leadership role.
· Multi-property or hotel management company experience strongly preferred.
· Experience managing select-service, full-service, extended-stay, or mixed-brand portfolios preferred.
· Strong understanding of hotel financial statements, budgeting, forecasting, labor management, and profitability.
· Experience working directly with hotel owners and ownership groups preferred.
· Strong understanding of brand standards and quality assurance processes.
· Experience with Marriott, Hilton, IHG, and Hyatt branded hotels.
· New hotel opening, acquisition, conversion, renovation, or hotel transition experience preferred.
· Ability to travel regularly between assigned properties.
Core Competencies
The successful candidate will demonstrate:
· Strategic leadership
· Strong financial acumen
· Operational expertise
· General Manager coaching and development
· Owner relationship management
· Exceptional communication skills
· Strong problem-solving and decision-making
· Accountability and follow-through
· Guest service leadership
· Team building
· Change management
· Conflict resolution
· Business development mindset
· Strong organizational and time-management skills
· Ability to manage multiple priorities and properties
Travel Requirements
This position is based in Beaumont, TX and requires regular travel to assigned hotels and may require overnight travel. Travel frequency will vary based on portfolio needs, property performance, new openings, renovations, ownership requirements, and special projects.
Physical Requirements
· Ability to walk and inspect hotel properties for extended periods.
· Ability to navigate guestrooms, public areas, back-of-house areas, mechanical areas, and exterior property areas.
· Ability to stand for extended periods.
· Ability to lift and/or move items weighing up to 25 pounds when necessary.
· Ability to respond to emergency or operational situations as required.
Equal Employment Opportunity
Pride Management, Inc. is an Equal Opportunity Employer. We are committed to providing a professional workplace where employment decisions are based on qualifications, performance, business requirements, and other lawful considerations.
Position Objective:
The Director of Operations is ultimately responsible for helping Pride Management, Inc. operate better hotels, develop stronger leaders, improve financial performance, protect the owner’s investment, and consistently deliver an exceptional guest experience across the portfolio.
Pay: $70,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Hotel management: 6 years (Required)
- Team management: 5 years (Required)
Willingness to travel:
Work Location: In person
