Director of Operations-NYC/NJ METRO AREA HOTEL

The Director of Operations (DOO) is responsible for overseeing all hotel operations to ensure exceptional guest satisfaction, operational efficiency, financial performance, and full compliance with brand standards and union agreements. This role provides strategic and hands-on leadership across Rooms, Food & Beverage, Engineering, Housekeeping, and Front Office, while serving as a key partner to the General Manager, ownership, and corporate leadership.

The ideal candidate is a seasoned hotel operator with strong union experience, financial acumen, and a collaborative leadership style.

• Oversee daily hotel operations across all departments, ensuring seamless service delivery and guest satisfaction.

• Ensure compliance with Marriott brand standards, SOPs, and quality assurance requirements.

• Drive operational consistency, productivity, and service excellence across the property.

• Act as the primary operational leader in the absence of the General Manager.

• Manage operations in accordance with collective bargaining agreements (CBAs).

• Partner with HR and leadership to address grievances, disciplinary actions, investigations, and contract compliance.

• Foster positive labor relations while maintaining accountability and performance standards.

• Support training, development, and engagement initiatives to drive retention and morale.

• Assist in developing and managing departmental budgets, forecasts, and labor controls.

• Monitor and control labor costs, productivity, and expenses while maintaining service levels.

• Analyze financial reports and KPIs to drive profitability and operational improvements.

• Support revenue-driving initiatives and cost-containment strategies.

• Champion guest satisfaction scores (GSS), online reputation management, and service recovery.

• Address escalated guest concerns with professionalism and urgency.

• Lead brand audits, inspections, and corrective action plans.

• Ensure compliance with all local, state, and federal regulations, including OSHA and New York labor laws.

• Oversee safety programs, emergency procedures, and risk mitigation efforts.

• Ensure accurate documentation and adherence to company policies.

• Minimum 7–10 years of progressive hotel operations leadership experience.

• Proven experience managing unionized hotel environments (required).

• Strong background in full-service or large-select service Marriott properties preferred.

• Demonstrated success in labor management, financial controls, and guest satisfaction.

• Excellent leadership, communication, and conflict-resolution skills.

• Proficiency with Marriott systems and hotel operational technology preferred.

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

• Equivalent experience may be considered in lieu of formal education.

• On-site leadership role requiring flexibility, including weekends and holidays.

• Hands-on, visible leadership presence across all departments.

• Fast-paced, unionized hotel environment requiring strong decision-making and diplomacy.