Director of Operations

Job description

Director of Operations

Step into the legacy of Great Scotland Yard Hotel, where rich history meets modern luxury in the heart of Westminster. As part of The Unbound Collection by Hyatt, our hotel offers uniquely curated experiences, exceptional service, and discreet luxury for the most discerning guests.

The Role

We are seeking a Director of Operations to join our leadership team and help define the next chapter of excellence at our luxury property. In this pivotal role, you will be responsible for overseeing the day-to-day operations across Rooms, Housekeeping, Food & Beverage, and Culinary - ensuring every guest interaction reflects the highest level of personalised service and refined hospitality. As a visible and strategic leader, you will inspire teams, elevate experiences, and uphold the sophisticated standards that distinguish our hotel.

Key responsibilities include

· Champion a guest-first culture while leading the seamless delivery of luxury service across all operational departments, ensuring every detail reflects our brand promise.

· Work closely with department heads to align strategy, elevate guest satisfaction, and deliver operational excellence.

· Maintain the highest levels of quality, cleanliness, and ambiance across rooms, dining venues, and public spaces.

· Develop and mentor leaders at all levels, nurturing talent and fostering a culture of pride, precision, and continuous learning.

· Oversee the implementation of action plans derived from guest satisfaction (HySat) and colleague engagement surveys.

· Collaborate on revenue strategies, business planning, and forecasting to meet ambitious financial goals without compromising service.

· Uphold rigorous compliance with all financial, health, safety, and brand-related policies and standards.

· Actively seek innovation, luxury trends, and market opportunities to ensure our operations remain competitive and distinctive.

· Support the General Manager in shaping a bold vision for the property and delivering an unforgettable guest experience, every time.

· Lead by example, fostering strong collaboration across teams and maintaining a visible presence throughout the hotel.

About You

You are an experienced hospitality leader with a proven track record in luxury hotel operations. You bring strong leadership presence, excellent communication skills, and a natural ability to inspire and influence others. Experience in both Rooms and Food & Beverage operations is highly beneficial, and exposure to a cosmopolitan, fast-paced city such as London is a significant advantage. You are commercially astute, financially confident, and thrive in an environment where excellence, detail, and service come first. You are passionate about crafting unique experiences and thrive in environments that celebrate individuality, creativity, and timeless hospitality.

Just some of the benefits you will enjoy as our Director of Operations:

· Leadership package including bonus, private healthcare and enhanced pension

· 12 complimentary nights a year across Hyatt Hotels worldwide

· Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!

· 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels

· Business attire laundered complimentary

· Headspace membership and access to our Employee Assistance Programme

· Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

Great Scotland Yard Hotel – The Unbound Collection

Few addresses are richer in history and anecdote than our hotel. A few steps from Covent Garden and around the corner from Trafalgar Square, our guests enjoy a wide variety of food and beverage offerings including quirky cocktails and local craft beers in the 40 Elephants Bar, evening drinks at our Whisky Bar, Sibin, and an Afternoon Tea with a twist in The Parlour.

At Hyatt, we care for people so they can be their best. This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing. Being part of Great Scotland Yard Hotel also means joining the Hyatt family, with over 1,150 hotels in more than 70 countries, proudly recognised as a Great Place to Work company.

Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.

Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job – it’s a career for people who care.

Next steps: Apply today for this Director of Operations role and start your journey with Great Scotland Yard Hotel!