Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people – quality – profit, and it’s no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.
We are seeking a highly strategic and results-driven Divisional Director of Operations to oversee a portfolio of hotels within the Brightstar group. Reporting to the Group Director of Operations, you will be responsible for driving operational excellence, ensuring financial success, and fostering a culture of high performance and exceptional guest service across multiple properties.
Your focus will be on upholding Brightstar’s core pillars of success: people, quality, and profit. You will lead and support General Managers, Hotel managers and all operational staff within their portfolio, ensuring consistency in operational execution while optimizing efficiencies and performance across the division.
Objectives of this role:
1. Lead and inspire a team of General Managers and Hotel managers, fostering a high-performance culture.
2. Drive operational excellence across multiple hotels, ensuring alignment with company goals and brand standards.
3. Optimize financial performance through strategic planning, cost control, and revenue growth initiatives.
4. Enhance guest satisfaction and experience through continuous improvement and innovation.
5. Act as a strategic partner to the Group Director of Operations, contributing to long-term business planning and development.
6. Be a true Brightstar Ambassador towards our owners, and strengthen the relationship with each of them, through comprehensive Owners review meeting and day to day communication.
7. Collaborate with Brightstar’s central departments of Marketing, People, Sales and Revenue to ensure strong performance amongst hotels.
Responsibilities:
People
1. Provide leadership, coaching, and mentorship to General Managers and Hotel Managers, ensuring professional growth and succession planning.
2. Foster collaboration between hotel teams to share best practices and drive continuous improvement.
3. Ensure strong recruitment, onboarding, and retention strategies are in place across all properties.
4. Promote a culture of accountability, engagement, and high performance.
5. Work closely with The People Team to support talent development, performance management, and compliance with company policies.
Quality
1. Ensure all hotels meet and exceed brand and operational standards.
2. Monitor guest satisfaction scores, online reputation, and service excellence metrics, implementing improvements where necessary.
3. Oversee implementation of company-wide initiatives to enhance guest experiences and operational efficiencies.
4. Drive consistency in hotel operations, ensuring high standards of cleanliness, maintenance, and service.
5. Act as a key escalation point for operational challenges, providing solutions and strategic guidance.
Profit
1. Develop and oversee divisional financial targets, ensuring profitability and cost control.
2. Support hotels in achieving revenue and GOP (Gross Operating Profit) targets through strategic decision-making.
3. Collaborate closely with Sales, Marketing, and Revenue teams to drive occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room).
4. Implement operational efficiencies to optimize labour, procurement, and overall cost management.
5. Ensure financial compliance, forecasting accuracy, and accountability across all properties.
Responsible Business
1. Ensure compliance with all legal, regulatory, and company requirements.
2. Drive sustainability initiatives and corporate social responsibility programs within the division.
3. Represent Brightstar within the hospitality industry and local communities, strengthening brand reputation.
4. Work with property teams to ensure health, safety, fire, and food safety standards are consistently met.
5. Lead crisis management planning and response across multiple properties.
6. Foster and maintain strong working relationship with Hotel ownership ensuring Brightstar hospitality are delivering strong results on behalf of the owners.
Skills and qualifications:
1. Proven leadership experience in multi-site hotel operations, with a track record of delivering results.
2. Strong commercial acumen with expertise in financial management, revenue optimization, and strategic planning.
3. Ability to build, lead, and inspire high-performing teams.
4. Exceptional communication and stakeholder management skills.
5. Expertise in hotel systems, including PMS, POS, and financial reporting tools.
6. Ability to travel regularly between properties and adapt to a fast-paced, dynamic environment.
Preferred qualifications:
1. Background in sales, marketing, or revenue management is a plus.
2. Strong understanding of food & beverage operations and cost control.
Seniority level
Director
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Hospitality
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