Hotel Operations Leader - Guest Experience & Strategy

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

Benefits offered by this job

Wellness programs

Employee discounts

Complimentary parking

Health benefits

Career development

Job summary

MGM Resorts International at National Harbor seeks a Director Hotel Ops to direct the property hotel team and drive operational and financial performance, aligned with MGM’s service standards.

The role oversees Front Office, Front Services, Group Reservations & VIP Services, focusing on delivering an exceptional guest experience across all hotel operations in a dynamic entertainment environment.

Qualifications

• 4+ years of proven experience leading hotel operations (front-of-house, concierge, VIP services, and group reservations).
• Experience driving labor efficiency while maintaining service standards.
• Strong leadership and coaching abilities with a strategic mindset.

Responsibilities

• Lead hotel operations strategy and execution across Front Office, Front Services, Group Reservations & VIP Services.
• Collaborate with senior leadership to implement initiatives from Hotel Strategy CoE.
• Manage labor, budget, and guest satisfaction metrics to improve performance.
• Recruit, train, and develop hotel operations staff to ensure exceptional guest experiences.

Skills

Hotel operations

Front office

VIP services

Group reservations

Staffing optimization

Tools

Property management systems

Job description

MGM Resorts International at National Harbor seeks a Director Hotel Ops to direct the property hotel team and drive operational and financial performance, aligned with MGM’s service standards.

The role oversees Front Office, Front Services, Group Reservations & VIP Services, focusing on delivering an exceptional guest experience across all hotel operations in a dynamic entertainment environment.