Director of Operations

About this role...

The Director of Operations serves as a key member of the Lively Leadership Team and is responsible for the overall operation and performance of the Rooms Division, including Front Office, Housekeeping, Guest Services, and valet coordination, while also serving as the hotel's primary liaison with First Hospitality's centralized accounting and finance teams.

Reporting directly to the General Manager, this position plays a critical role in driving guest satisfaction, operational excellence, associate engagement, financial accountability, and overall hotel performance. The Director of Operations provides leadership across both hotel operations and administrative functions, ensuring seamless execution of daily operations while maintaining strong financial controls and support systems.

The ideal candidate is a hands-on hospitality leader who thrives in a fast-paced environment, develops high-performing teams, embraces accountability, and leads with an "Associates First" mindset.

What you'll be doing...Hotel Operations Leadership

• Lead all day-to-day Rooms Division operations, including Front Office, Housekeeping, Guest Services, and valet coordination with our OAK partners.
• Serve as the operational leader in the absence of the General Manager.
• Champion the First Hospitality "Associates First" culture while fostering an engaging and inclusive workplace environment.
• Recruit, develop, coach, and retain top talent through active leadership, mentorship, and succession planning.
• Drive guest satisfaction through proactive service recovery, operational excellence, and attention to detail.
• Monitor and improve guest experience metrics, Hilton brand scores, online reputation, and service recovery initiatives.
• Ensure proper staffing levels, scheduling efficiency, labor productivity, and expense control.
• Lead daily operational meetings, guest issue resolution efforts, and cross-department communication.
• Maintain strong visibility throughout the hotel and serve as an accessible leader for guests and Associates.
• Ensure compliance with Hilton brand standards, First Hospitality company policies, safety regulations, and operating procedures.
• Act as Manager on Duty as needed, including evenings, weekends, holidays, and emergency situations.

Financial & Administrative Leadership

• Serve as the primary on-property liaison between hotel operations and First Hospitality's accounting, accounts payable, and finance teams.
• Coordinate invoice processing, coding, approvals, and payment tracking to ensure timely and accurate vendor payments.
• Support daily revenue reconciliation, cash balancing, and banking activities while investigating and resolving variances.
• Manage petty cash administration and financial controls.
• Monitor invoice workflow systems and ensure expenses are properly documented, coded, approved, and processed.
• Assist with month-end close activities, accruals, supporting documentation, and financial reporting requirements.
• Support accounts receivable and direct billing processes, including collections and account maintenance.
• Review aging reports, payment registers, and financial reports to identify trends and opportunities for improvement.
• Maintain organized financial records and ensure compliance with audit requirements and internal controls.
• Partner with department leaders to ensure adherence to financial procedures and budget expectations.
• Assist the General Manager with budgeting, forecasting, reporting, and special projects.

Strategic Leadership

• Partner closely with Sales, Revenue Management, Food & Beverage, Engineering, and Corporate Support teams to achieve overall hotel objectives.
• Analyze operational and financial reports, identify trends, and implement action plans that improve performance.
• Support strategic planning initiatives and execution of hotel goals.
• Help drive profitability through operational efficiencies, labor management, expense control, and guest satisfaction improvements.

What we're looking for...

• Passion for hospitality and creating memorable guest experiences.
• Proven ability to lead multiple departments while maintaining high service standards.
• Strong emotional intelligence and ability to build relationships with guests, Associates, ownership, vendors, and corporate partners.
• Ability to effectively balance guest service, associate engagement, operational excellence, and financial performance.
• Hands-on leadership style with a willingness to roll up your sleeves and support the operation when needed.
• Strong organizational skills with the ability to prioritize multiple responsibilities in a dynamic environment.
• Excellent problem-solving skills and ability to make sound operational decisions under pressure.
• Strong attention to detail and commitment to accuracy.
• Ability to handle confidential financial information with discretion.
• Strong sense of ownership, accountability, and follow-through.

Experience & EducationPreferred Experience

• 3-5+ years of hotel leadership experience in Front Office, Housekeeping, Rooms Division, Operations, or Hotel Management.
• Previous experience in hotel accounting, accounts payable, revenue reconciliation, budgeting, or financial administration preferred.
• Hilton experience strongly preferred.
• Lifestyle, boutique, or full-service hotel experience preferred.
• Experience working with centralized accounting environments preferred.
• Strong understanding of hotel financial statements, labor management, and operational reporting.

Education

• Bachelor's degree in Hospitality Management, Business Administration, Finance, Accounting, or related field preferred.
• Equivalent combination of education and experience considered.

Technical Skills

• Proficiency with Microsoft Office Suite, particularly Excel, Outlook, and Word.
• Experience with hotel PMS, labor management, accounting, and reporting systems preferred.

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company.  First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve.  FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.  Equal Opportunity Employer.