Grand Reserve at The Meritage · 4 days ago
Admin and General - Director of Operations
Napa, CA
Full-time
Onsite
Lead/Staff, Director/Executive
$160K/yr - $170K/yr
5+ years expGrand Reserve at The Meritage is a luxurious resort located in Napa Valley, offering upscale accommodations and exceptional guest experiences. They are seeking a passionate and service-oriented Director of Operations to lead day-to-day hotel operations, ensuring alignment with service standards and financial performance while fostering a culture of high engagement among teams.
Hospitality
Responsibilities
Partner with the Managing Director to translate the resort’s vision, strategic priorities, and financial targets into clear operational plans and department goals
Provide day-to-day leadership and direction to Front Office, Housekeeping, Spa, Engineering, Security, and IT to ensure smooth, efficient, and safe operations
Ensure all departments adhere to brand standards, PHG policies, and regulatory requirements (health, safety, labor, alcohol service where applicable, fire/life safety, etc.)
Lead and support key property initiatives (e.g., service culture, sustainability, operational innovation, and technology implementation)
Champion a culture of personalized, anticipatory service that reflects the Meritage brand; maintain a strong presence on the floor and in guest areas during peak business periods
Monitor guest feedback channels (guest surveys, online reviews, social media, direct feedback) and lead the resolution of service issues; ensure timely and effective service recovery
Partner with department heads to continually refine service standards, SOPs, and training to elevate guest satisfaction and online reputation scores
Collaborate with Sales, Marketing, and Revenue teams to ensure operational readiness for group business, events, and special promotions
Lead, coach, and develop department heads and managers, ensuring they are effective leaders of their teams and aligned with PHG values and The Meritage culture
Oversee recruitment, selection, and onboarding for operational roles, ensuring staffing levels support service and financial objectives
Drive a culture of accountability, recognition, and engagement through regular 1:1s, performance reviews, succession planning, and development plans
Partner closely with People & Culture on employee relations, policy adherence, disciplinary actions, and workplace investigations as needed
Model inclusive leadership and ensure an equitable, safe, and respectful workplace for all team members
Co-own the development of annual and monthly operating budgets and forecasts for all assigned departments; monitor performance and implement action plans to achieve or exceed financial targets
Optimize labor scheduling, productivity, and operating expenses through data-driven analysis while protecting the guest experience
Review and interpret financial statements, revenue reports, and KPI dashboards; identify trends and opportunities to improve GOP, RevPAR, ancillary revenue, and flow-through
Ensure strong cost controls, inventory management, and waste reduction across departments (e.g., linens, amenities, utilities, supplies)
Ensure all areas are clean, well maintained, and properly equipped; coordinate with Engineering on preventative maintenance and capital planning priorities
Maintain and improve standard operating procedures (SOPs) for all departments; ensure SOPs are documented, trained, and consistently followed
Lead safety culture and compliance: enforce OSHA, food safety where applicable, alcohol service, sanitation, and HAZMAT policies; ensure required trainings and certifications are completed
Act as a key leader in emergency response and crisis management, including guest and team safety incidents
Partner with Sales, Marketing, Revenue Management, Finance, and Spa leadership to align operational capabilities with commercial strategies and group commitments
Identify opportunities for innovation in processes, technology, and guest experience; lead pilots and rollouts of new systems and tools (e.g., mobile check-in, service optimization, digital work orders)
Support property-level initiatives related to sustainability, community engagement, and owner priorities
Qualification
Required
Bachelor's degree in Hospitality Management, Business Administration, or related field preferred; equivalent combination of education and experience considered
Minimum 5–7 years of progressive hotel operations leadership experience in an upscale or luxury, full-service property, preferably with experience in hotels over 300 keys
Prior department head experience (Rooms, Spa, Engineering, or multi-department leadership) required
Demonstrated success leading large, diverse teams in a high-volume, time-sensitive environment
Strong financial acumen with experience managing multi-million-dollar budgets, forecasting, and cost control
Proven track record of improving guest satisfaction, team engagement, and profitability through operational and cultural leadership
Experience with major PMS/POS systems (Infor HMS preferred), work-order/engineering systems, and MS Office; comfort leveraging data and dashboards to make decisions
Inspiring, visible leader who models integrity, humility, and accountability
Exceptional interpersonal and communication skills; able to influence, coach, and collaborate across all levels
Strategic thinker with strong execution skills—able to move from long-term planning to hands-on problem solving
Highly organized with excellent attention to detail; able to manage multiple priorities and deadlines
Strong conflict resolution and change-management skills; able to navigate ambiguity and lead through change
Preferred
Bilingual (English/Spanish) a plus
Benefits
Employee discounts on resort stays, spa treatments, and dining
Opportunities for growth and advancement within the Meritage Collection
Supportive and inclusive work environment in the heart of Napa Valley
Company
Grand Reserve at The Meritage
Nestled amongst the rolling hills of Napa, Grand Reserve at The Meritage ushers in a new way to see and do Wine Country.
Founded in 2018Napa, California
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase