O OBJECTIVE

The Director of Operations is responsible for the overall management of the Rooms Division and Food & Beverage Division, ensuring operational excellence, exceptional guest experiences, financial success and colleague engagement. This role provides strategic leadership to all operational departments while maintaining compliance with Hyatt and Thompson standards, policies and procedures.

The Director of operations is accountable for driving profitability, enhancing guest satisfaction, developing future leaders and foresting a culture aligned with Hyatt purpose, “We care for people so they can be their best”.

PURPOSES

Key Responsibilities

Operational Leadership

• Provide strategic and operational leadership for all Rooms and Food & Beverage operations.

• Ensure all departments consistently deliver service in accordance with Hyatt brand standards and Thompson Zihuatanejo operating procedures.

• Monitor and improve operational efficiency, productivity, quality standards, and guest satisfaction.

• Ensure all outlets and operational areas are managed professionally, efficiently, and profitably.

• Establish and monitor monthly sales and revenue goals for Food & Beverage outlets, Spa, Boutique, Minibar, and other revenue-generating areas.

• Analyze business performance, market trends, and operational results to support strategic decision-making.

• Lead operational planning initiatives to maximize profitability and guest satisfaction.

• Promote continuous improvement throughout all operational areas.

Financial Management

• Prepare and manage annual operating budgets for Rooms and Food & Beverage divisions.

• Monitor departmental expenditures to ensure compliance with approved budgets and forecasts.

• Review financial performance regularly and implement corrective actions when necessary.

• Support cost-control initiatives while maintaining service excellence.

• Approve and manage departmental supplier payments in accordance with company financial procedures.

• Contribute to profitability through effective labor management, inventory control, and resource utilization.

• Support sustainability and energy conservation initiatives.

Guest Experience & Service Excellence

• Champion a guest-centric culture throughout the hotel.

• Monitor guest satisfaction indicators, including Medallia, NPS, CES, and other performance metrics.

• Analyze guest feedback and develop action plans to improve service delivery.

• Ensure timely resolution of guest complaints and service recovery opportunities.

• Maintain Hyatt service standards during operational changes and new initiatives.

• Foster a culture of exceptional hospitality and personalized service.

Leadership & Talent Development

• Lead, coach, and develop departmental leaders and colleagues.

• Conduct regular departmental meetings to communicate operational priorities and organizational objectives.

• Promote a culture of accountability, collaboration, and continuous learning.

• Conduct performance evaluations and provide ongoing coaching and feedback.

• Identify high-potential talent and support succession planning initiatives.

• Ensure all colleagues receive appropriate training and development opportunities.

• Review and act upon Colleague Experience Survey results to improve engagement and workplace culture.

• Recognize and encourage innovation, creativity, and operational improvements from team members.

Cross-Functional Collaboration

• Participate actively in Leadership Committee (LedCo) meetings and strategic planning sessions.

• Collaborate with Sales, Marketing, Finance, People Services, Engineering, Culinary, Housekeeping, and other departments to achieve business objectives.

• Build and maintain effective relationships with suppliers, business partners, travel agencies, external concierges, and local stakeholders.

• Support initiatives that strengthen the hotel's competitive positioning in the market.

Quality Assurance & Compliance

• Ensure compliance with Hyatt brand standards, Thompson Zihuatanejo operating procedures, and all corporate policies.

• Lead preparation and execution of MOR audits and other operational audits.

• Ensure compliance with H Distinction requirements and applicable food safety standards.

• Monitor quality management processes to ensure intended operational outcomes are achieved.

• Report operational performance, service quality, and improvement opportunities to the Leadership Committee.

• Maintain compliance with all labor laws, health and safety regulations, and local legal requirements.

• Ensure adherence to internal policies regarding information security, privacy, confidentiality, workplace dignity and respect, Lost & Found procedures, and company systems.

Human Resources Management

• Ensure fair and consistent treatment of all colleagues in accordance with Hyatt policies and local labor regulations.

• Maintain appropriate staffing levels and workforce planning.

• Manage payroll administration responsibly and within budget guidelines.

• Monitor temporary contract expirations and ensure proper documentation and processing with People Services.

• Enforce standards of conduct, attendance, grooming, and professional appearance.

• Ensure compliance with Internal Work Regulations and company policies.

Hyatt Culture & Values

• Serve as a role model for Hyatt’s purpose, values, and leadership expectations.

• Demonstrate integrity, professionalism, accountability, and respect in all interactions.

• Maintain confidentiality of sensitive information and company resources.

• Foster an inclusive, respectful, and collaborative work environment.

• Promote colleague wellbeing, safety, engagement, and development.

• Remain flexible and responsive to operational needs, business demands, and guest service requirements.

Performance Measures

The Director of Operations will be evaluated on, but not limited to, the following key performance indicators:

Financial Performance

• Revenue achievement

• GOP performance

• Budget compliance

• Labor cost management

• Food & Beverage profitability

• Cost control initiatives

Guest Experience

• Medallia results

• Net Promoter Score (NPS)

• Customer Services

• Guest complaint resolution

• Hyatt brand standard compliance

Colleague Engagement

• Colleague Experience Survey results

• Turnover and retention metrics

• Training completion rates

• Internal promotions and succession development

Operational Excellence

• MOR Audit performance

• H Distinction compliance

• Quality assurance scores

• Safety and compliance metrics

Education

• Bachelor’s Degree in Business Administration, Hospitality Management, Hotel Management, or related field.

Experience

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

• Previous experience managing Rooms and Food & Beverage operations within a luxury or lifestyle hospitality environment preferred.

• Experience with Hyatt brand standards and operational systems preferred.

Technical Skills

• Hotel Operations Management

• Food & Beverage Management

• Rooms Division Management

• Financial Analysis and Budgeting

• Inventory and Cost Control

• Revenue Optimization

• Strategic Planning

• Quality Assurance

• Microsoft Office Suite

• Hotel Property Management Systems (PMS)

• Labor Management

Leadership Competencies

• Strategic Thinking

• Business Acumen

• Team Leadership

• Talent Development

• Conflict Resolution

Communication Skills

• Decision Making

• Change Management

• Problem Solving

• Customer Focus

Languages

• English – Advanced/Professional Proficiency

• Spanish – Native or Professional Proficiency

Working Relationships

Internal

• Leadership Committee

• Food & Beverage

• Culinary

• Rooms Division

• Housekeeping

• Front Office

• Engineering

• Sales & Marketing

• Finance

• People Services

• Purchasing

• Security

External

• Suppliers and Vendors

• Travel Agencies

• External Concierges

• Local Business Partners

• Restaurant Guests

• Hotel Guests

• Community Stakeholders

Physical & Work Requirements

• Ability to work flexible schedules, including weekends and holidays, based on operational demands.

• Ability to move throughout all hotel operational areas.

• Availability to respond to guest and operational needs as required.

• Participation in hotel meetings, training programs, and special events.