Director of Operations

Hyatt Group; City Of London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A luxury hotel chain in London is seeking a Director of Operations. This role involves leading day-to-day operations across multiple departments to ensure exceptional guest experiences and uphold five-star standards. The ideal candidate has a proven background in luxury hospitality, with strong leadership capabilities and a passion for customer service. Various benefits include a competitive leadership package and extensive opportunities for career development.

Benefits

Leadership package including bonus

12 complimentary nights across Hyatt Hotels

Discounted hotel stays for family and friends

50% discount on food and beverages

Complimentary business attire laundering

Headspace membership

Opportunities for continuous learning and development

Qualifications

• Track record in luxury hotel operations and five-star hospitality.
• Experience with Forbes Travel Guide standards.
• Proficient in fostering team collaboration and mentoring.

Responsibilities

• Oversee daily hotel operations ensuring high-standard service.
• Lead teams across various departments to elevate guest experiences.
• Align strategies for revenue and operational excellence.

Skills

Luxury hotel operations

Leadership

Guest satisfaction

Commercial acumen

Culinary operations

Job description

The Role

We are seeking a Director of Operations to join our leadership team and help define the next chapter of excellence at our luxury property. In this pivotal role, you will be responsible for overseeing the day-to-day operations across Front of House, Food & Beverage, and Culinary - ensuring every guest interaction reflects the highest level of personalised service and refined hospitality. As a visible and strategic leader, you will inspire teams, elevate experiences, and uphold the sophisticated standards that distinguish our hotel.

Key responsibilities

• Champion a guest-first culture while leading the seamless delivery of luxury service across operational departments, ensuring Forbes Five-Star standards at every touchpoint
• Take full operational leadership across our signature outlets
• Work closely with department heads to align strategy, elevate guest satisfaction, and deliver operational excellence.
• Develop and mentor leaders at all levels, nurturing talent and fostering a culture of pride, precision, and continuous learning.
• Oversee the implementation of action plans derived from guest satisfaction (HySat) and colleague engagement surveys.
• Collaborate on revenue strategies, business planning, and forecasting to meet ambitious financial goals without compromising service.
• Drive proactive commercial activations, events, and upselling initiatives that bring creativity and financial impact
• Actively seek innovation, luxury trends, and market opportunities to ensure our operations remain competitive and distinctive.
• Act as deputy to the General Manager, assuming full hotel responsibility in their absence
• Lead by example, fostering strong collaboration across teams and maintaining a visible presence throughout the hotel.

About You

You are an experienced hospitality leader with a proven track record in luxury hotel operations. You are experienced in boutique five-star hospitality and well-versed in Forbes Travel Guide standards. Leadership experience in culinary operations is highly beneficial. You are commercially astute, financially confident, and thrive in an environment where excellence, detail, and service come first. You are passionate about crafting unique experiences and thrive in environments that celebrate individuality, creativity, and timeless hospitality.

Just some of the benefits you will enjoy as our Director of Operations:

• Leadership package including bonus, private healthcare and enhanced pension
• 12 complimentary nights a year across Hyatt Hotels worldwide
• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!
• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Business attire laundered complimentary
• Headspace membership and access to our Employee Assistance Programme
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

Great Scotland Yard Hotel – The Unbound Collection

Few addresses are richer in history and anecdote than our hotel. A few steps from Covent Garden and around the corner from Trafalgar Square, our guests enjoy a wide variety of food and beverage offerings including quirky cocktails and local craft beers in the 40 Elephants Bar, evening drinks at our Whisky Bar, Sibin, and an Afternoon Tea with a twist in The Parlour.

At Hyatt, we care for people so they can be their best. This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing. Being part of Great Scotland Yard Hotel also means joining the Hyatt family, with over 1,150 hotels in more than 70 countries, proudly recognised as a Great Place to Work company.

Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.

Join a team that is making travel more human. Connected. Sustainable. Here, everyone\'s role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job – it’s a career for people who care.

Next steps

Apply today for this Director of Operations role and start your journey with Great Scotland Yard Hotel!

Our family is always growing. Want to be in the know?