Director of Operations

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do.

We are focused on long-term value creation and sustainable growth.

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Position Summary
:

We areseekinga passionate and service-oriented

Director of Operations to join our team. The Director of Operations is the General Manager’s key business partner in operations, responsible for leading day-to-day hotel operations and delivering exceptional guest experiences, engaged teams, and strong financial performance.

This role oversees the Rooms Division and other assigned operational areas (Front Office, Housekeeping, Spa, Engineering, Security, and IT) and ensures that all departments operate in alignment with Denū Hotel & Spa and Pacific Hospitality Group’s service, safety, and profitability standards.

The Director of Operations is a hands-on, visible leader who builds high-performing teams, uses data and technology to drive decisions, and champions our culture and guest-centric values across the resort.

Key Responsibilities:

Strategic & Operational Leadership

• Partner with the General Manager to translate the resort’s vision, strategic priorities, and financial targets into clear operational plans and department goals.
• Provide day-to-day leadership and direction to Front Office, Housekeeping, Spa, Engineering, Security, and IT to ensure smooth, efficient, and safe operations.
• Ensure all departments adhere to brand standards, PHG policies, and regulatory requirements (health, safety, labor, alcohol service where applicable, fire/life safety, etc.).
• Lead and support key property initiatives (e.g., service culture, sustainability, operational innovation, and technology implementation).
• Guest Experience & Brand Standards
• Champion a culture of personalized, anticipatory service that reflects the Meritage brand; maintain a strong presence on the floor and in guest areas during peak business periods.
• Monitor guest feedback channels (guest surveys, online reviews, social media, direct feedback) and lead the resolution of service issues; ensure timely and effective service recovery.
• Partner with department heads to continually refine service standards, SOPs, and training to elevate guest satisfaction and online reputation scores.
• Collaborate with Sales, Marketing, and Revenue teams to ensure operational readiness for group business, events, and special promotions.
• Lead, coach, and develop department heads and managers, ensuring they are effective leaders of their teams and aligned with PHG values and The Meritage culture.
• Oversee recruitment, selection, and onboarding for operational roles, ensuring staffing levels support service and financial objectives.
• Drive a culture of accountability, recognition, and engagement through regular 1:1s, performance reviews, succession planning, and development plans.
• Partner closely with People & Culture on employee relations, policy adherence, disciplinary actions, and workplace investigations as needed.
• Model inclusive leadership and ensure an equitable, safe, and respectful workplace for all team members.
• Co-own the development of annual and monthly operating budgets and forecasts for all assigned departments; monitor performance and implement action plans to achieve or exceed financial targets.
• Optimize labor scheduling, productivity, and operating expenses through data-driven analysis while protecting the guest experience.
• Review and interpret financial statements, revenue reports, and KPI dashboards; identify trends and opportunities to improve GOP, RevPAR, ancillary revenue, and flow-through.
• Ensure strong cost controls, inventory management, and waste reduction across departments (e.g., linens, amenities, utilities, supplies).

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