Hotel Operations Director: Elevate Guest Experience

Hilton; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 1,200,000,000 - 2,200,000,000; Full time

Job summary

Hilton in Surabaya is seeking a Director of Operations to partner with the General Manager and oversee front office, housekeeping, F&B, and other key departments. You will guide daily hotel operations, drive performance, and maintain the highest guest service standards to ensure memorable stays.

The role requires strong leadership, financial acumen, and a proven ability to lead cross-functional teams in a hospitality environment.

Qualifications

• A degree in hospitality management, business administration, or a related field is preferred.
• Experience in large-scale conference and events and food & beverage operations is desirable.
• Strong knowledge of hotel functions and cross-functional leadership is required.

Responsibilities

• Lead operational departments to align with hotel goals and work with the General Manager on performance-driven strategies.
• Oversee daily hotel operations to ensure seamless guest experiences and drive efficiency and cost reductions.
• Ensure service excellence across all guest interactions and implement initiatives to boost satisfaction.
• Oversee departmental budgets, cost controls, and analyze financial reports to improve profitability without compromising quality.
• Motivate and develop department heads and teams to foster a high-performance culture.
• Coordinate with sales, marketing, and revenue teams to support business goals and ensure smooth operations.
• Ensure adherence to health, safety, and regulatory standards and manage risk through policy enforcement and emergency protocols.
• Deliver regular performance reports and leadership insights; track KPIs to guide data-driven decisions.

Skills

Leadership

Strategic Direction

Operational Oversight

Guest Experience

Financial Management

Team Development

Cross-Functional Collaboration

Compliance & Risk

Reporting & Analytics

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hotel PMS

Operational software

Job description

Hilton in Surabaya is seeking a Director of Operations to partner with the General Manager and oversee front office, housekeeping, F&B, and other key departments. You will guide daily hotel operations, drive performance, and maintain the highest guest service standards to ensure memorable stays.

The role requires strong leadership, financial acumen, and a proven ability to lead cross-functional teams in a hospitality environment.