Company Overview
Our boutique hotel is celebrated as a premier destination for travelers seeking a luxurious and memorable experience. We are dedicated to redefining hospitality with style, personalized service, and an unwavering commitment to guest satisfaction, creating a welcoming environment where every guest feels like family.
Upscale Boutique Hotel, Operations Director, Philadelphia
Job Overview:
We are seeking an energetic and dynamic Upscale Boutique Hotel Operations Director to lead our team with passion and precision. This pivotal role involves overseeing daily hotel operations, elevating guest services, managing revenue strategies, and fostering a high-performance culture. The ideal candidate will bring hospitality management expertise, exceptional leadership skills, and a proactive approach to ensuring our hotel remains the top choice for discerning travelers.
ESSENTIAL DUTIES & RESPONSIBILITIES
Hotel Operations
- Direct all daily hotel operations, including front desk, housekeeping, food & beverage, and maintenance
- Uphold brand standards and the property's guest experience philosophy across every touchpoint
- Monitor and manage occupancy and other key performance metrics
- Manage vendor and supplier relationships; negotiate contracts to optimize cost and quality
Events Management
- Support the Operations Director and FOH team, facilitating communication and execution of events, after parties, and breakfasts.
- Partner with the Sales & Catering team to support business from events and bookings.
- Oversee on-site execution of events, ensuring flawless coordination between departments
- Build and maintain relationships with local wedding planners, corporate travel managers, and event agencies
- Identify opportunities to grow event revenue and expand the client portfolio
Team Leadership
- Recruit, hire, train, and develop a high-performing team across all departments
- Foster a culture of hospitality, accountability, and continuous improvement
- Manage scheduling and labor costs in alignment with business demands
- Develop and execute training for hotel departments supporting the brand goals
Financial Management
- Manage the hotel’s P&L; support the development of and manage annual budgets for the hotel
- Identify revenue opportunities and implement strategies to maximize profitability
- Ensure accurate billing, invoicing, and financial reporting for all hotel and event activity
Guest & Client Relations
- Champion a culture where every interaction — from check-in to farewell — feels personal and memorable
- Resolve guest and client concerns with professionalism, urgency, and empathy
- Monitor online reviews and guest satisfaction scores; develop action plans to address feedback
This job description is not intended to cover or include all of the tasks, duties or responsibilities that the employee may be required to perform. Job duties and responsibilities can change at any time with or without notice.
Skills
- Proven experience in hospitality management within boutique or resort hotels with supervising responsibilities.
- Strong leadership skills with the ability to motivate diverse teams and manage multiple departments effectively.
- Expertise in revenue management techniques to maximize profitability while maintaining high service standards.
- Excellent customer service skills with a focus on creating memorable guest experiences.
- Bilingual or multilingual abilities are highly desirable for communicating with diverse guests.
- Proficiency in hotel management software systems and multi-line phone systems; knowledge of phone etiquette is essential.
- Background in human resources practices, including hiring, training, and staff development; experience with budgeting and financial analysis is preferred. Join us in shaping an extraordinary hospitality experience where every detail matters!
ESSENTIAL KNOWLEDGE & SKILLS
Required
- 5+ years of progressive hospitality management experience, with at least 2 years in a hotel management role
- Proven experience overseeing weddings, corporate events, or similar large-scale functions
- Demonstrated success managing budgets, P&L, and financial reporting
- Exceptional communication and relationship-building skills
- Proficiency with property management systems (PMS) and event management software
- Flexible schedule with availability for weekends, holidays, and events
- Prior supervisory experience
- Ability to lead, motivate, and communicate effectively with diverse teams
- Leadership and team development
- Time management and prioritization
- Guest service excellence
- Problem-solving and adaptability
- Collaboration across departments
Preferred
- Bachelor's degree in Hospitality Management, Business, or a related field
- Experience in a boutique or independent hotel environment
- Familiarity with catering platforms such as Tripleseat
- Established network within the local wedding and corporate events community
- 2–4 years of housekeeping experience in a hotel, event venue, or hospitality environment
- Experience supporting both guest accommodations and event-driven operations is a plus
- Strong attention to detail and high standards for cleanliness and presentation