Hotel Operations Executive - Guest Experience & Strategy

MGM Resorts International; Maryland; Hybrid; USD 113,000 - 151,000; Full time

Benefits offered by this job

Wellness programs

Discounts across hospitality, dining,

Complimentary parking

Career development opportunities

Job summary

MGM Resorts International seeks a Director of Hotel Operations to lead the property hotel team in delivering the MGM standard of service and guest experience. You will own the hotel operations direction, including Front Office, Front Services, Group Reservations & Services and VIP Services, with a focus on staff development and guest satisfaction.

The role requires strong leadership, strategic staffing, and a track record of optimizing hotel operations with 4+ years of experience.

Qualifications

• Leads hotel operations with a focus on guest experience and financials.
• Manages staffing guidelines to balance labor costs and service levels.
• Uses guest feedback analytics to drive service improvements.

Responsibilities

• Lead hotel operations team to achieve operational and financial goals.
• Implement policies, procedures, training, manuals, and schedules for hotel ops.
• Coach, develop, and engage hotel staff through interviews, training and performance management.
• Translate guest feedback into actionable service improvements and recovery plans.

Skills

Leadership

Operations optimization

Staffing optimization

Guest satisfaction analytics

Service recovery

Strategic partnership

Tools

Guest View

TripAdvisor

Yelp

Property management systems

Job description

MGM Resorts International seeks a Director of Hotel Operations to lead the property hotel team in delivering the MGM standard of service and guest experience. You will own the hotel operations direction, including Front Office, Front Services, Group Reservations & Services and VIP Services, with a focus on staff development and guest satisfaction.

The role requires strong leadership, strategic staffing, and a track record of optimizing hotel operations with 4+ years of experience.