Director of Operations

Company description

Sofitel Riyadh Hotel & Convention Center: a symphony of French elegance and Saudi Arabian warmth.

The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions, and to pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world.

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable, and impactful experiences for your customers, for your colleagues, and for the planet.

Hospitality is a work of heart. Join us and become a Heartist®.

Job description

As a key member of the executive leadership team and reporting directly to the General Manager, the Director of Operations plays a pivotal role in orchestrating the guest experience across the hotel. You will lead with vision and operational excellence, ensuring seamless service from arrival to departure.

This is a strategic and hands-on leadership role, combining guest-centric service with performance-driven management. You will collaborate closely with department heads and fellow executive committee members to elevate guest satisfaction, team engagement, and overall hotel results—all while upholding the legendary standards of Sofitel hospitality.

If you are passionate about delivering exceptional guest journeys, developing high-performing teams, and leading in a luxury environment, this role is your opportunity to make a lasting impact.

Summary of the responsibilities:

• Consistently offer professional, warm, and engaging service
• Drive employee engagement, RPS, and profitability
• Ensure all leaders consistently uphold luxury service standards
• Maintain compliance with all brand and service standards (LQA) across the Rooms Division through compliance audits on an ongoing basis to assist in the development of training programs and performance gap analysis
• Address and resolve guest and colleague concerns promptly and professionally
• Foster a culture where colleagues exceed guest expectations and are provided with career development opportunities
• Lead the pre-opening efforts including training, operational setup, and team development
• Ensure the seamless setup and operation of all guest room services, public areas, and departments such as Front Desk, Guest Relations, Housekeeping, Guest Services, and Spa
• Cultivate a high-performance culture, motivating and guiding a team of passionate and service-driven professionals
• Monitor guest feedback and metrics, proactively addressing opportunities for improvement to enhance guest satisfaction
• Ensure cost control and operational efficiency while maintaining luxury service levels
• Collaborate with other departments to ensure seamless hotel-wide operations and an elevated guest experience
• Collaborate with the Director of Engineering to prioritize and address outstanding work orders for guest rooms and public areas
• Drive employee engagement across all departments and contribute to executive team strategies
• Engage with all hotel departments through participation in meetings and committees as required
• Oversee the performance review process for the division, ensuring continuous development and accountability
• Lead crisis management efforts for the division and play an active role in the hotel's crisis management team
• Actively contribute to the hotel's strategic plan
• Stay ahead of industry trends, identifying opportunities for innovation in products and services
• Comply with departmental policies, procedures, and standards
• Ensure adherence to all safety policies
• Perform other duties as assigned

Qualifications

• Minimum 7 years' experience in a similar related position in a luxury hotel required; Sofitel brand experience is a plus
• Fluency in English; additional languages are an asset
• Proven ability to effectively lead, motivate, coach, and develop your team
• Strong guest service orientation and training skills background
• Highly motivated, organized, goal- and results-oriented individual who thrives under pressure
• Self-motivated, with the ability to make effective decisions
• Strong presentation and public speaking skills