Director of Operations

September 16, 2023

Job Description

AKA West Palm is seeking a talented and motivated Director of Operations that will be responsible for the overall operation of the hotel. Assists the General Manager in the administration of the hotel by directing staff efforts toward customer satisfaction, team member productivity and hotel profitability. Oversees the activities of key guest contact departments including hotel operations in front of house department, housekeeping department, and outlets/amenities. Maximizes profitability, in addition to maximizing guest and team member satisfaction. Implements and oversees the daily brand standards at the hotel. Serves as top operation in GM’s absence. Consults with owners and corporate offices, as required.


  • Leads and manages hotel operations in front of house, housekeeping, outlets/amenities.
  • Reviews and approves hotel operations in front of house, housekeeping, outlets/amenities department budget, defining and directing changes as required.
  • assist with onsite engineering items, such as follow up with alice tickets and be the onsite point of contact for the engineering manager.
  • Review forecasts and balanced scorecard. Directs hotel actions required maximizing profitability, increasing service levels, and improving team member satisfaction. Coaches, motivates, and develops all managers and team members. Coaches and counsels managers on profitability assessment and staffing procedures.
  • Ensures hotel implementation and compliance with daily brand standard and the process of AKA brand policies and procedures. Oversees Brand Standards audit and follows up with all relevant areas to ensure compliance.
  • Observes staff performance, conducts various evaluations such as room inspections and coordinates action plans for all areas. Tracks progress and follow up to ensure all areas meet or exceed established standards. Coaches, motivates, and develops all managers and team members to ensure their growth within the company.
  • Speaks with and responds to guests regarding service opportunities.
  • Manages and reviews daily, weekly, and monthly department budgets and costs.
  • Organizes, conducts, and/or participates in scheduled meetings held throughout the hotel. Coordinates efforts to provide follow up on action items established at each meeting.
  • Coordinates major capital projects and property improvement plan (PIP) involving various departments and provides guidance until project completion. Implements processes in a timely fashion and follows up with appropriate parties to ensure deadlines are met.
  • Overseas hotel’s interaction with the business community.
  • Participate in weekend and holiday coverage
  • Prepare and conduct all management interviews and follow hiring procedures according to AKA Hotel S.O.Ps
  • Ensure procedures hotel safety procedures are handled
  • Perform other job duties as assigned.


  • In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
  • Participates in corporate activities and meetings as required.
  • Assists in the administration of succession planning.
  • Participates in and maintains active community relations.
  • Attends industry meeting and participates in industry organizations.


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Ability to manage extensive amounts of information and provides constructive feedback/directions.
  • Extensive knowledge of hotel operation, food & beverage.
  • Excellent written skills.
  • Excellent oral communication and presentation skills.
  • Considerable ability to listen effectively.
  • Ability to work effectively both independently and as a team.
  • Ability to delegate manage and organize projects and establish priorities consistent with company objectives.
  • Ability to effectively deal with owners, customers, and team members, some of whom will be required high levels of patience, tact, and diplomacy.
  • Ability to manage multiple projects, meet and work effectively under time and resource constraints.
  • Ability to effectively lead team and professionals.


  • Minimum of two years of housekeeping management experience.
  • Minimum of two years of Front Office management experience.
  • Ability to be flexible with work schedule including nights, weekends and holidays.
  • Basic knowledge of Microsoft products to include word, excel and outlook