Director of Operations Embassy Suites by Hilton Birmingham

EOE/AA/Disabled/Veterans

Position Summary

The Director of Operations provides senior leadership for hotel operations with primary oversight of Front Office Housekeeping Guest Services and Food & Beverage operations including Embassy Suites Made-to-Order Breakfast and Evening Reception. This role partners closely with the General Manager to ensure seamless hotel performance and serves as the primary operational leader during periods when executive oversight is required.

The Director of Operations is responsible for driving guest satisfaction operational excellence financial performance and team engagement through visible leadership cross-functional coordination cross-department collaboration and disciplined execution.

Key Responsibilities

Hotel & Operational Leadership

• Provide senior operational leadership across the hotel ensuring continuity of operations and consistent decision-making

• Direct and coordinate the activities of key guest-facing departments to deliver an outstanding guest experience

• Serve as the escalation point for complex guest operational and team member matters

• Lead executive-level initiatives operational priorities and special projects as assigned

• Ensure full compliance with Hilton Embassy Suites ownership and regulatory standards

• Maintain strong communication with department leaders to align performance expectations and priorities

• Own and drive the hotels Stay Experience and Guest Experience initiatives ensuring consistent execution across all departments and guest touchpoints throughout the arrival stay and departure journey in conjunction with Stay Score drive the Hilton Customer Promise

Front Office & Rooms Operations

• Oversee all Front Office and guest services operations including check-in/check-out room inventory availability and system utilization

• Monitor all rooms-related systems and procedures that impact the guest experience

• Ensure reservation housekeeping coordination and room readiness standards are consistently met

• Oversee VIP and group arrival processes amenities special requests and service delivery

• Review daily operational and financial reports analyze trends and implement corrective actions

• Lead service recovery efforts to resolve guest concerns and protect brand loyalty

• Drive upselling and revenue-enhancement initiatives

• Adopt and champion Hiltons Travel with Purpose platform ensuring responsible business practices environmental stewardship and community engagement are integrated into hotel operations and decision-making

Housekeeping Operations

• Provide oversight and strategic direction for housekeeping operations in partnership with the Housekeeping Manager

• Ensure cleanliness service and product quality standards are consistently achieved for guest rooms public areas restrooms offices and meeting/banquet spaces in accordance with federal state local and company health sanitation and safety standards

• Partner with the Housekeeping Manager to:

  • Establish operational priorities and performance expectations

  • Support systems use and management

  • Participate in budgeting forecasting and inventory control

  • Ensure policy and procedure implementation and compliance

• Review operational performance productivity guest feedback and quality scores; provide guidance and corrective action as needed

• Support the development of the housekeeping leadership team through coaching mentoring and performance management

• Collaborate on recruitment training evaluations recognition and corrective action for housekeeping leadership roles

• Ensure proper usage storage and labeling of chemicals and cleaning supplies through training oversight and compliance monitoring

• Partner with Property Operations and other departments on rehabilitation renovation and capital improvement projects ensuring minimal operational disruption

Food & Beverage Operations

• Provide operational oversight and leadership of Food & Beverage functions with emphasis on:

  • Made-to-Order Breakfast

  • Evening Reception

• Ensure consistent food quality service standards and brand compliance

• Manage labor scheduling inventory control and expenses within approved budgets

• Ensure compliance with health safety sanitation and alcohol awareness standards

• Conduct routine inspections of food and beverage operations

• Utilize guest feedback and performance data to drive continuous improvement

Team Member Leadership & Culture

• Recruit develop and retain high-performing team members and department leaders

• Conduct performance evaluations coaching recognition and corrective action as appropriate

• Promote collaboration accountability and a positive work environment

• Ensure completion and documentation of all required Hilton and brand training programs

• Lead by example through visible hands-on operational involvement

Financial & Performance Accountability

• Support hotel financial performance through effective labor management cost control and operational efficiency

• Participate in budgeting forecasting and performance review processes

• Analyze operational data to identify trends risks and opportunities for improvement

• Partner with department leaders to achieve guest satisfaction quality and profitability goals

• Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General Managers review.

• Monitor and analyze guest experience data satisfaction scores and Stay Experience metrics; partner with department leaders to implement targeted improvement plans

• Partner with department leaders to support sustainability initiatives waste reduction energy efficiency and community engagement efforts aligned with Travel with Purpose goals

Qualifications

• 35 years of progressive hotel leadership experience in a full-service environment

• Strong background in Front Office operations with demonstrated Food & Beverage leadership experience

• Prior Hilton or Embassy Suites experience preferred

• Proven ability to manage multiple departments and lead through complexity

• Strong communication leadership and problem-solving skills

What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:

• Hospitality - Were passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing all the time.
• Leadership - Were leaders in our industry and in our communities.
• Teamwork - Were team players in everything we do.
• Ownership - Were the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!