Director of Hotel Operations - MGM National Harbor

MGM Resorts International; Harbor (OR); On-site; USD 113,000 - 151,000; Full time

Benefits offered by this job

Wellness programs

Employee discounts across brands

Complimentary parking

Career development opportunities

Job summary

MGM Resorts International is seeking a Director of Hotel Ops to lead the property hotel team and drive operational and financial performance at National Harbor. You will own the execution of strategy for Front Office, Front Services, Group Reservations & Services, and VIP Services to deliver an exceptional guest experience.

You will partner with senior leadership to implement initiatives, coach staff, and optimize labor costs while maintaining MGM service standards and guest satisfaction.

Qualifications

• Senior-level hospitality leadership with a track record in hotel operations.
• Experience optimizing front-of-house, concierge, VIP services, and group reservations.
• Strong ability to translate guest feedback into service improvements.

Responsibilities

• Lead hotel operations leadership and drive achievement of financial goals.
• Implement policies, procedures, training, and staffing for hotel ops.
• Engage employees and coach teams to enhance guest satisfaction.
• Direct front office, group reservations, and VIP services to ensure service standards.
• Hire, train, and supervise hotel operations staff.

Skills

Hotel operations

Staffing optimization

Guest analytics

VIP services

Tools

Guest View

TripAdvisor

Yelp

Job description

National Harbor, Maryland

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

The Director Hotel Ops provides direction and leadership for the property Hotel team, consistent with the MGM brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the hotel division, including Front Office, Front Services, Group Reservations & Services and VIP Services. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All duties are performed in accordance with company policies and procedures.

THE DAY-TO-DAY:

• Works closely with senior leadership to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations
• Leads the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all hotel operations team
• Responsible for employee engagement of the hotel operations team, utilizing the tools provided and through coaching, training, rewards and development
• Provides leadership and direction to maintain and improve the guest experience within hotel operations, consistent with the company’s service standards
• Interviews, selects, trains, supervises, counsels and coaches hotel operations staff for the efficient operation of the department

THE IDEAL CANDIDATE:

• The ideal candidate is an accomplished hospitality leader with over four years of proven experience optimizing hotel operations, front-of-house services, concierge, VIP services, and group reservations.
• A strategic operational partner, they excel at establishing dynamic staffing guidelines to maximize team efficiency and control labor costs without compromising service standards.
• Adept at leveraging property management systems and guest satisfaction analytics—including Guest View, TripAdvisor, and Yelp—they possess a strong track record of translating guest feedback into actionable, high-impact service recovery and operational improvement plans to deliver world-class guest experiences.

THE PERKS & BENEFITS:

• Comprehensive wellness programs designed to support employees’ physical, mental, and emotional well-being.
• Exclusive access to company-sponsored discounts across hospitality, dining, retail, entertainment, travel, technology, and a wide range of partner offerings.
• Complimentary parking both during and outside of scheduled work hours.
• Competitive health, wellness, and income protection benefits for eligible employees.
• Ongoing professional growth and career development through leadership programs, learning opportunities, strategic networking, and community engagement initiatives.

VIEW JOB DESCRIPTION:

Pay Range:

The pay range for this role is:

$113,300.00 - $151,100.00

This range represents a good faith estimate of the salary range that MGM reasonably expects to pay for the position upon hire. The actual salary offer will take into account a wide range of factors, including location.

This position is eligible to participate in the Company’s incentive plan.

Employees in this position are eligible to participate in medical, dental, vision, life insurance, 401(k) plans, and time off plans. Specific program offerings vary by eligibility factors such as geographic location, employment status, and union membership.