Director of Operations

Title: Director of Operations
Schedule: Flexible availability required, including evenings, weekends, and some holidays
Status: Exempt
Department: Admin & General
Reports to: General Manager

JOB SUMMARY/ABOUT THE ROLE

As a key member of the Leadership Team at Aloft Chicago Mag Mile, the Director of Operations plays a pivotal role in delivering exceptional guest experiences and operational excellence. Serving as the right hand to the General Manager, this highly visible position leads the Beverage & Food team while supporting other operational departments such as Front Office, Housekeeping, and Engineering. You will collaborate with the General Manager to plan and oversee the hotel’s daily operations and act as the GM in their absence. This role directly contributes to key performance metrics, including guest satisfaction, revenue, and team engagement.

QUALIFICATION STANDARDS

Education & Experience:

• 5+ years of progressive leadership experience in hospitality or a related field.
• Proven success in driving guest service excellence and operational efficiency.
• Beverage & Food management experience required.
• Strong financial acumen with experience managing budgets, forecasting, and cost controls.
• Degree in Hospitality Management or a related field preferred but not required.
• Proficiency in hotel-specific platforms (Lightspeed, HotSOS, GXP, Micros, etc.) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Bilingual (English and Spanish) strongly preferred.

Physical Requirements:

• Ability to work long hours, including evenings and weekends, as needed.
• Medium work – must be able to lift, carry, push, or pull up to 50 pounds occasionally and 20 pounds frequently.

Leadership & Interpersonal Skills:

• Exceptional problem-solving and decision-making skills, with the ability to act swiftly and effectively.
• Strong emotional intelligence, with the ability to motivate and coach teams under pressure.
• Excellent communication skills to clearly articulate goals and expectations.
• Demonstrated ability to foster a collaborative and inclusive workplace culture.

KEY RESPONSIBILITIES

Essential Functions:

• Lead the Beverage & Food team while supporting operations in Front Desk, Housekeeping, and Engineering as needed.
• Collaborate with department heads to ensure service standards and productivity levels are met.
• Partner with the General Manager to develop operational strategies, drive guest satisfaction, and achieve financial targets.
• Conduct regular department meetings and facilitate monthly all-associate team meetings.
• Create and manage staffing schedules based on business forecasts, ensuring labor cost control and adherence to payroll budgets.
• Conduct performance evaluations, provide coaching, and handle disciplinary actions in alignment with hotel policies.
• Inspect VIP rooms and event spaces to ensure readiness and uphold service standards.
• Oversee and participate in monthly maintenance and cleanliness projects across all departments.

Guest and Talent Engagement:

• Serve as a visible leader by engaging with guests, responding to their needs, and ensuring memorable experiences.
• Support guest recovery efforts to address and resolve issues promptly and professionally.
• Champion the hotel's commitment to a positive work environment by fostering open communication and recognizing team achievements.

Operational Excellence:

• Monitor and ensure compliance with health, safety, and regulatory requirements, including food handling certifications and ServSafe certifications.
• Support sustainability initiatives and community engagement programs to align with the hotel’s values.
• Leverage technology and data to optimize operational processes and enhance guest experiences.

Marginal Functions:

• Maintain the hotel’s appearance, cleanliness, and operational efficiency.
• Represent the hotel in external meetings, partnerships, and community events.
• Perform other duties as assigned by the General Manager or Ownership.

FULL-TIME BENEFIT OVERVIEW

• Compensation: Competitive salary with quarterly, yearly, and long-term incentive bonuses.
• Insurance: Company-paid HMO Medical, Dental, Vision, and Life Insurance (PPO available at an additional cost) starting the 1st day of the month after 60 days of employment.
• Time Off:
  • Vacation Days: Starting at 10 days, increasing to 20 days with tenure.
  • Sick Days: 7 days per year.
  • Personal Days: 2 days per year.
  • Paid Holidays: 8 days per year.
• Additional Perks:
  • $100 monthly cellphone stipend.
  • 401(k) program with company match.
  • Marriott Explore Program for discounted rooms.
  • Flexible Spending Account (FSA) and commuter benefits.
  • Annual performance review with potential salary increases.

At Aloft Chicago Mag Mile, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome individuals from all backgrounds to join us in our mission to deliver innovative hospitality experiences and create memorable moments for our guests and talent members.