Director of Hotel Operations & Guest Experience

Sampoerna Schools System; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 900,000,000 - 1,200,000,000; Full time

Job summary

Hilton in Surabaya is seeking a Director of Operations to lead multiple hotel departments and partner with the General Manager to drive performance. You will oversee front office, housekeeping, F&B, and engineering, ensuring cost control while maintaining the highest service standards.

You will mentor department heads, coordinate cross-functionally, and deliver data-driven performance insights. English fluency is required; other languages are a plus.

Qualifications

• A degree in hospitality management, business administration, or related field preferred.
• Experience in large-scale conferences, events, and F&B operations.
• Deep knowledge of hotel functions: front office, housekeeping, F&B, and engineering.
• Proven leadership and team development abilities.
• Budgeting, forecasting, cost control, and financial analysis skills.
• Familiarity with hotel PMS and operational software.
• Excellent interpersonal and cross-functional collaboration skills.
• Willingness to work varied hours including nights, weekends, and holidays.
• Fluency in English; additional languages are a plus.

Responsibilities

• Lead operational departments to align with hotel goals and strategy.
• Oversee daily hotel operations and drive efficiency improvements.
• Enhance guest experiences and monitor feedback to lift satisfaction.
• Manage departmental budgets and analyze financial reports.
• Develop and coach department heads and teams.
• Coordinate with sales, marketing, and revenue for business goals.
• Ensure health, safety, and regulatory compliance.

Skills

Leadership

Budgeting

Forecasting

Cross-functional collaboration

Guest service

PMS proficiency

Staff development

Education

Bachelor's degree in Hospitality Management

Tools

Hotel PMS

Job description

Hilton in Surabaya is seeking a Director of Operations to lead multiple hotel departments and partner with the General Manager to drive performance. You will oversee front office, housekeeping, F&B, and engineering, ensuring cost control while maintaining the highest service standards.

You will mentor department heads, coordinate cross-functionally, and deliver data-driven performance insights. English fluency is required; other languages are a plus.