Director of Operations - Extell : Job Details

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Extell Hospitality ServicesExtell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

DescriptionExtell Hospitality ServicesExtell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.LocationPerfectly positioned at Rockefeller Center's doorstep with a bird's eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.OverviewThe Director of Operations is a key leadership role responsible for overseeing and optimizing the day-to-day operations of the rooms departments within the hotel. This individual will ensure the highest standards of guest satisfaction, operational efficiency, and profitability. The Director of Operations will lead, motivate, and develop a high-performing team, fostering a culture of excellence and continuous improvement.Key Responsibilities

Operational Leadership & Oversight:

• Direct and manage all rooms operational departments, including Front Office and Housekeeping.
• Develop, implement, and maintain operational policies, procedures, and service standards to ensure consistency and quality across these departments.
• Monitor daily operations to ensure compliance with brand standards, safety regulations, and legal requirements.
• Proactively identify operational bottlenecks and develop solutions to enhance efficiency and guest experience within the rooms division.

Guest Experience & Service Excellence:

• Champion a guest-centric culture, empowering staff to anticipate and exceed guest expectations.
• Monitor guest feedback (e.g., surveys, online reviews) and implement corrective actions to address service deficiencies specific to the rooms experience.
• Handle escalated guest complaints and resolve issues effectively and courteously.
• Regularly interact with guests to gather feedback and ensure satisfaction.
• Financial Management & Budgeting:
• Collaborate with the General Manager to develop and manage departmental budgets for the rooms division, forecasting revenue and expenses.
• Monitor financial performance against budget, identify variances, and implement cost control measures without compromising quality.
• Analyze operational data to identify trends and opportunities for revenue generation and cost savings within the rooms departments.
• Approve operational expenditures within established guidelines.
• Team Leadership & Development:
• Recruit, train, mentor, and develop a strong team of departmental managers and supervisors within the rooms division.
• Conduct regular performance reviews, provide constructive feedback, and identify training needs.
• Foster a positive and collaborative work environment that encourages teamwork, innovation, and professional growth.
• Ensure effective communication channels are maintained across all departments.
• Address employee relations issues promptly and fairly, in conjunction with Human Resources.
• Quality & Safety Assurance:
• Ensure adherence to all health, safety, and sanitation standards and regulations within the rooms departments and third party operators.
• Oversee the implementation of preventive maintenance programs for guest rooms and public areas related to the rooms division.
• Conduct regular inspections of all operational areas to ensure cleanliness, functionality, and adherence to standards.
• Develop and implement emergency procedures and ensure staff are trained in their execution.
• Strategic Planning & Projects:
• Contribute to the hotel's overall strategic planning process, identifying opportunities for operational improvements and new initiatives related to the rooms division.
• Lead or participate in special projects as assigned by the General Manager.
• Stay abreast of industry trends, best practices, and technological advancements to drive innovation within the rooms departments.

QualificationsQualificationsMinimum of 6-9 years of progressive leadership experience in hotel operations, with at least 3-5 years in a similar Director-level role with a primary focus on rooms division management within a full-service or luxury hotel environment. Proven experience in a high-volume, fast-paced urban market, preferably New York City. Demonstrated success in managing Front Office and Housekeeping departments.Skills

• Exceptional leadership, coaching, and team-building skills.
• Strong financial acumen with proven ability to manage budgets and drive profitability.
• Excellent communication (written and verbal), interpersonal, and presentation skills.
• Superior problem-solving and decision-making abilities with a focus on results.
• Proficiency in hotel management software (PMS - e.g., Opera) and Microsoft Office Suite.
• Deep understanding of hotel rooms operations, guest service principles, and industry best practices.
• Demonstrated ability to consistently achieve and improve guest satisfaction scores (e.g., Medallia, TripAdvisor, NPS), cleanliness scores, and working order scores.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Highly organized with strong attention to detail.
• Proactive, resourceful, and able to work independently and as part of a team.
• High degree of integrity and professionalism.
• Passion for hospitality and delivering exceptional guest experiences.
• Ability to thrive under pressure in a dynamic environment.

Why Join Extell Hospitality Services?EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high-profile property and contribute to the success of a flagship operation in one of the world's most dynamic environments.Typical Compensation Range

• Base Salary: $130K - $150K

Additional Considerations

• Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing

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