Hotel Operations Director: Lead Guest Experience & Growth

Silverado-Resort; Napa (CA); On-site; USD 160,000 - 180,000; Full time

Job summary

Silverado Resort in Napa, CA, is seeking a Director of Operations to lead hotel operations including Rooms Division, Condo Owner Relations, Safety, and Spa. You will drive profitability, develop annual budgets, forecasts and capital plans, and own P&L for all areas of responsibility.

The role requires strategic leadership and a focus on service excellence. The ideal candidate has extensive hotel operations management experience, strong communication skills, and financial acumen to optimize room

Qualifications

• Experience managing hotel operations across Rooms Division and Spa.
• Strong communication and interpersonal skills.
• Proficiency with Microsoft Office applications.
• Demonstrated financial acumen including budgets and P&L.
• Ability to develop budgets, forecasts, and capital plans.

Responsibilities

• Own operations P&L performance for all areas of responsibility.
• Develop annual budgets, forecasts, and capital plans in partnership with finance.
• Analyze financial results, identify performance gaps, and implement corrective action plans.
• Ensure all venues deliver consistent brand identity, storytelling, and service execution across the operation.
• Monitor guest satisfaction scores, social sentiment, and feedback channels; implement targeted improvement plans in collaboration with property leadership.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Lead training initiatives focused on service excellence, safety, and brand standards.
• Motivate, coach and counsel all team members according to resorts practices.
• Oversee front desk operation and ensure guest experience is aligned with the company’s service culture.
• Monitor Rooms Operations team to ensure guests receive prompt, cordial attention, and personalized service.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.

Skills

Hotel operations management

Multitasking

Communication skills

MS Office

Financial acumen

Time management

Job description

Silverado Resort in Napa, CA, is seeking a Director of Operations to lead hotel operations including Rooms Division, Condo Owner Relations, Safety, and Spa. You will drive profitability, develop annual budgets, forecasts and capital plans, and own P&L for all areas of responsibility.

The role requires strategic leadership and a focus on service excellence. The ideal candidate has extensive hotel operations management experience, strong communication skills, and financial acumen to optimize room