Hospitality Ops Director: Elevate Guest Experience

RiseMe; National Harbor (MD); On-site; USD 113,000 - 151,000; Full time

Benefits offered by this job

Wellness programs

Employee discounts

Free parking

Health benefits

Career development

Job summary

MGM Resorts International in National Harbor, Maryland, seeks a Director of Hotel Ops to lead the hotel management team, drive guest satisfaction, and align operations with the MGM brand standards. You will shape staffing and optimize labor costs while directing Front Office, Front Services, Group Reservations & VIP Services to deliver excellence.

Use PMS tools and guest feedback to develop high-impact service recovery and operational improvements that create world-class guest experiences.

Qualifications

• Over four years of proven experience optimizing hotel operations and guest services.
• Strategic partner in staffing and labor cost management without compromising service.
• Strong track record using PMS and guest feedback to drive improvements.

Responsibilities

• Lead hotel management team to achieve operational and financial goals.
• Implement policies, procedures, and training for all hotel operations.
• Engage employees through coaching, development, and performance management.
• Maintain exceptional guest experiences in line with MGM service standards.
• Direct interviews, hiring, and supervision of hotel operations staff.

Skills

Leadership

Hotel operations

Labor cost control

Guest satisfaction analytics

Tools

Guest View

TripAdvisor

Yelp

Job description

MGM Resorts International in National Harbor, Maryland, seeks a Director of Hotel Ops to lead the hotel management team, drive guest satisfaction, and align operations with the MGM brand standards. You will shape staffing and optimize labor costs while directing Front Office, Front Services, Group Reservations & VIP Services to deliver excellence.

Use PMS tools and guest feedback to develop high-impact service recovery and operational improvements that create world-class guest experiences.